Survey question data types
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Summary of Survey question data types
When creating surveys in ServiceNow, each survey question requires selecting a specific data type. The data type defines the question format and the kind of data collected from respondents. Understanding these data types enables you to design surveys that accurately capture the information you need.
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Key Data Types and Their Uses
- Attachment: Allows users to attach one or more files to a question during the survey. Attachments cannot be modified after submission, and any platform-supported file type can be used.
- Boolean: Presents a checkbox for users to select or leave unchecked. Requires defining whether checking the box is considered a high (positive) value.
- Choice: Users select one option from a list. You must define answer options and indicate which has the highest value for scoring.
- Date and Date/Time: Users input a date or both date and time respectively.
- Likert Scale: Provides multiple-choice options on a custom scale (e.g., Easy, Average, Difficult). Scale definitions and answer options must be set to indicate preferred values.
- Number: Users enter a numeric value within a specified range. You define minimum and maximum acceptable values and indicate if higher numbers are better.
- Percentage: Similar to Number but used for percentages, typically between 0 and 100. Range should be stated in the question text if different.
- Reference: Users select from values generated by a specified reference table with auto-completion support. Reference qualifiers are not supported.
- String: Text input, configurable as single line, single line wide, or multiline.
- Template: Users select from predefined answer options based on a question template. Requires selecting a template and scale definition.
- Yes/No: A simple binary choice where you define if "Yes" represents the high value.
- Image Scale: Users select an image from a predefined set or uploaded images (JPG, PNG, GIF). Used to visually represent responses such as satisfaction levels. Supports selected and unselected image states with specific display behaviors.
- Multiple Selection: Allows respondents to select multiple checkboxes for "Select all that apply" questions.
- Ranking: Users rank options by assigning order numbers or via drag-and-drop. Each order number must be unique.
Practical Implications for ServiceNow Customers
- Choosing the appropriate data type ensures accurate data collection and meaningful survey results.
- Several data types require additional configuration such as scale definitions, answer options, and value ranges to align with your survey’s scoring and reporting needs.
- Attachment questions enhance surveys by allowing file uploads, useful for gathering supporting documentation.
- Image Scale questions provide a more engaging and visually intuitive way to capture responses, especially for satisfaction metrics.
- Ranking and multiple selection questions enable nuanced feedback by capturing preferences and multiple applicable answers.
- Reference data types integrate with existing ServiceNow tables, facilitating dynamic answer lists tailored to your organizational data.
By understanding and applying these data types appropriately, you can create effective surveys within ServiceNow that collect actionable and reliable feedback aligned with your business objectives.
You must choose a data type for each survey question. The data type determines the format of the question and the kind of data that is collected on survey questionnaires.
The following data types are available for surveys:
Attachment data type
On questionnaires, users can attach one or more files to a question.
- View a list of the attached files.
- View an attached file in a separate window.
- Rename an attached file.
- Add or delete files
Any type of file supported by the platform can be attached to a question. One or more files can be attached a question while taking a survey or completing an assessment.
The assessment administrator can see the attachments associated with an individual question as well as those associated with the survey.
See Administering attachments for more information.
Boolean data type
On questionnaires, users select a check box beside a statement or leave it cleared.
If you select Boolean, you must fill in the Scale definition field. Select High if it is best when users select the check box.
Choice data type
On questionnaires, users select a value from a list of choices.
Date and Date/Time data types
The Date and Date/Time data types are similar.
- Date: On questionnaires, users select a date.
Figure 3. Date data type question - Date/Time: On questionnaires, users select a date and time.
Figure 4. Date/time data type question
Likert Scale data type
On questionnaires, users select a multiple choice value from a custom Likert scale. Each answer option is represented by a radio button on the scale. A Likert scale question that evaluates an application's ease of use might have the answer options Easy, Average, and Difficult.
If you select Likert Scale, you must fill in the Scale definition field and create answer options. Select High for the scale definition if the answer option with the largest metric definition Value is best.
Number data type
On questionnaires, users enter a number.
- Scale definition: Select High if a larger number is better, such as for a question that measures the number of sales made in a quarter.
- Min and Max: Enter the smallest and largest numbers users can enter. State the range of acceptable answers in the question text.
Percentage data type
On questionnaires, users enter a number.
- Scale definition: Select High if a larger percentage is better, such as for a question that measures the percentage of work an agent has completed.
- Min and Max: Enter the smallest and largest numbers users can enter. Generally 0 and 100 are appropriate minimum and maximum values. If you choose values other than 0 and 100, it is usually best to state the range of acceptable answers in the question text.
Reference data type
On questionnaires, users select a value from a list that is generated from a specified reference table. The response field supports auto-completion.
For example, a user could select a user name in response to a question if you specify User [sys_user] as the reference table.
String data type
Figure 9. Single line 
Figure 10. Single line wide 
Figure 11. Multiline
Template data type
On questionnaires, users select a value from a predefined series of answer options. To use this data type, a question template must be defined.
- Template: Select a template.
- Scale definition: Select High if the answer option with the largest template definition Value is best.
Yes/No data type
On questionnaires, users select Yes or No from a list.
If you select Yes/No, you must fill in the Scale definition field. Select High if Yes is the best answer.
Image Scale data type
On questionnaires, users select an image from a predefined set of images as their response. Image scale questions can also be used in a template for better performance with surveys that have the same type of answer options.
Five emojis, similar to the Likert scale (very dissatisfied to very satisfied) are provided. However, you can upload additional images in JPG, PNG, or GIF format. Two images can be uploaded, one for selected case and another for
unselected case. For example, the selected image can be 
, and the unselected image can be 
. Larger size images are reduced to 64 x 64 pixels.
The result behavior depends on the presence of uploaded images. If no selected image is uploaded, then the question shows up blank.
| Selected image | Unselected image | Result |
|---|---|---|
| Yes | Yes | Unselected image loads. Clicking the image changes it to the selected image. |
| Yes | No | Selected image loads with 50% opacity. Clicking the image changes the opacity to 100%. |
| No | Yes | A blank placeholder box is displayed. |
| No | No | A blank placeholder box is displayed. |
- N/A option is not supported for image scale type question.
- For an image scale type question, an empty string is saved as an answer for a hidden and dependent question of an unselected image.
Multiple selection data type
On questionnaires, users can select multiple check boxes indicating all answers that apply. For instance, a user can be instructed to "Select all that apply" in a multiple selection question.
Ranking data type
On questionnaires, users can select a different order number for each option to rank them. Drag-and-drop functionality is also supported, which allows a user to either fill in the number, or simply drag an option.
One order number cannot be selected twice. This question can be mandatory and it can also be dependent on a parent question, but not vice versa.