Create satisfaction and NPS surveys, send them through a channel, and read the results.
What is this section for?
It lets you ask your customers “Were you happy with our service?” and collect the answers. Responses are summarized in charts, so you can see what is going well and what is not in numbers.
Path: Left menu → Surveys
Survey list
Good to know first
NPS (0–10): The score for the question “Would you recommend us to a friend?” It measures customer loyalty.
Satisfaction (1–5): The classic star rating.
The survey is sent to the customer as a link. The customer clicks it and fills it in; no login is required.
Creating a survey
Click New Survey.
Enter a title, a description, and a thank-you message.
Add questions in the Questions section (minimum 1, maximum 30). Question types:
Type
When to use
NPS (0–10)
Overall likelihood to recommend
Satisfaction (1–5)
Rating of a specific service
Single choice
“How did you hear about us?”
Multiple choice
“Which features did you use?”
Open-ended
Free-form comment
Configure the delivery settings (explained below).
Save.
Survey creation screen
Which channel can it be sent through?
WhatsApp: Requires a pre-approved template. The template must include a “Survey Link” button. See WhatsApp Templates.
Email: You write the subject and body.
Instagram and Messenger: A short message (up to 900 characters).
Automatic: The system tries the most suitable channel in order. Default order: WhatsApp, email, Instagram, Messenger.
On Instagram and Messenger, the customer must have written to you within the last 24 hours. Otherwise the message cannot be sent.
Ways to send a survey
To a single customer
Use Send Survey from the customer card or row.
In bulk
Open the survey and click Send. Choose selected customers, groups, or all customers as the target. You can send immediately or schedule it for a later date. Retry is available for failed sends and Cancel for scheduled sends.
Automatically
You can have the survey go out on its own when work with the customer is finished:
When the deal moves to the Closed stage
When a quote is accepted or rejected
For automatic sending, you set:
Wait time (0–720 hours): “Send 24 hours after the sale”
Repeat wait time (0–365 days): Prevents the same customer from receiving surveys too often
Send the survey a day or two after the sale rather than right away. Customers evaluate the experience better.
Reading the results
On the Results page inside the survey you can see:
How many people it was sent to, how many opened it, and how many completed it (funnel)
Breakdown by channel
Answer distribution for each question
Open-ended comments
You can download them with Export to Excel. To see all surveys together, go to Reports → Survey Reports.
Survey results page
What does the customer see?
The customer clicks a link that belongs to you and fills in the questions on a mobile-friendly page. After submitting, they see the thank-you message you wrote.
