Script Helpful Hints 

Survey Execution Instructions: Best Practices and Survey Processes 

The following guidelines are designed to support you in accurately completing all parts of the survey process. 

They outline the proper way to deliver the survey script, ensure consistent interaction with respondents, and provide step-by-step instructions on how to correctly collect and record their answers. 

By following these procedures, you help maintain the quality, integrity, and reliability of the survey data. 

Following Script Instructions and Text Format Cues for Accurate Survey Completion 

While completing the survey, you’ll encounter various instructions and text formatting cues within the script. 

These are designed to guide your actions at specific points. 

It is absolutely essential to follow these instructions and text format indicators whenever they appear, as they ensure the survey is conducted accurately and efficiently. 

Examples of Script Instructions and Text Format Cues

As you read through the script, you'll notice various text format cues, primarily indicated by different text colors. 

These color cues are designed to help you quickly identify your next steps during the call.

Below are examples from the script along with the corresponding actions to take based on the text format cues. 

Yellow Text – When you see yellow text in the script, it indicates that the question should be read aloud to the Respondent. 

Orange Text – When orange text appears in the script, it provides instructions on how to navigate or handle that part of the script. This may include guidance on how to ask a question, whether to read the answer options aloud, or additional clarification statements that may be needed. 

White Text – White text is used in two key ways:
Answer Options – These are the possible responses you should read aloud to the Respondent, unless the script specifically instructs you not to.

Transition Statements – These help guide the flow of the survey and should only be used if they are explicitly written in the script. Do not create or use your own transition statements.

Following these text format cues is essential for maintaining consistency, accuracy, and professionalism throughout the survey process.

Using Unspoken Answer Options Appropriately 

Some answer options are not meant to be read aloud to the Respondent. 

These are available for you to select if none of the listed options apply, or if the Respondent is unwilling or unable to answer the question.

Some unspoken answer options may appear in white text, while others may be displayed in orange text, depending on their purpose and placement within the script. 

Below are examples of answer options that should not be read aloud to the Respondent. 

Not Applicable 

Not Ascertained 

Refused 

Don't Know

Emphasizing Bolded/Underlined Text in the Script 

At certain points in the script, you’ll see specific words or phrases in bold text. 

It's important to emphasize these words or phrases each time you encounter them, as they are highlighted to capture the Respondent's attention and ensure key information is clearly communicated. 

Following these guidelines is essential to ensure the survey is completed accurately, the process remains smooth, and the Respondent has a positive and professional experience. 

Adhering to these standards not only reflects your commitment to quality but also ensures that both the client and the EngageCX Quality Assurance Department can confidently evaluate your performance as meeting the highest standard of excellence.

📌 Action Item: Refer to 'Lifesavers>Quality Assurance' for more details about campaign conversion rates and performance expectations.