Customizing & Editing Feedback Surveys

By default, your account will already have a feedback survey created. You should customize this survey to apply to your business’s services by editing the survey text and also changing the feedback scale and scoring method.

After you make those changes, you’ll need to create additional surveys. These surveys will be used at different touch points in the customer journey. For example, you might create one survey to ask if the quoting step went smoothly and another to check customer satisfaction with the installation step. For each of these additional surveys, you’ll need to set the feedback scales and scoring method.

Creating Feedback Surveys

To create feedback surveys:

  1. Click the settings (gear) icon and select Feedback.
  2. Click Survey.
  3. Click Create Survey.
  4. Select either one of the survey templates or create a custom survey.
  5. Name the survey.
  6. If needed, edit the initial message.
  7. If needed, edit the auto responses for promoters, passives, and detractors.
  8. Click Save.

  9. Continue with the next task, “Changing Feedback Scale.”

Changing Feedback Scales

By default every feedback survey uses the NPS scale of 0⁠–10, if you would like to use a different scale you’ll need to edit your survey. It’s especially important to decide which scale you’ll be using because once the survey is sent the scale can’t be changed.

To change the feedback scale:

  1. Click More options next to the survey you want to change.
  2. Click Survey Options.
  3. Select a different scale.
  4. Click Save.
  5. Continue with the next task, “Editing Feedback Survey Text.”

Editing Feedback Survey Text

Feedback surveys consist of the initial message that all customers see and also auto-response messages. The auto-response messages can be customized for each group of respondents (detractors, passives, and promoters).

To edit the feedback survey text:

  1. Click More options next to the survey you want to change.
  2. Click Edit Survey.
  3. Edit the text of the initial message to reflect the scale change.
  4. Click Save.
  5. Continue with the next task, “Changing Feedback Scoring.”

Changing Feedback Scoring Methods

The default scoring method is set to average. If you’re using the NPS scale (0⁠–10), you can change the scale to NPS score.

To change feedback scoring methods:

  1. Click More options next to the survey you want to change.
  2. Click Survey Options.
  3. Change the scoring method from average to NPS.
  4. Click Save.