Surveys

Where to find them

Surveys in the sidebar, in both the account and location views. Business and above

Seeing, building, changing and deleting surveys needs surveys.view (view surveys), surveys.create (create survey), surveys.update (update survey) and surveys.delete (delete survey). Owners and Admins have every permission by default.

Seeing, exporting and deleting answers needs survey_answers.view (view survey answers), survey_answers.export (export survey answers) and survey_answers.delete (delete survey answer). Owners and Admins have every permission by default.

Surveys are on the Business plan and above. On another plan, the page says which plan to move to. If you move to a plan without them, nothing is sent and the survey disappears from status pages, but your surveys and their answers are kept for when you upgrade again.

Building a survey

1. 1

   Name it and write the heading

   Press New survey on the Surveys page. The name is only for your team. The heading is what visitors see at the top, such as “How was your visit?”, with an optional introduction under it and a thank-you message for when they have sent their answers.

2. 2

   Add the questions

   Add questions and put them in order. Each has a type, the question itself, optional help text shown under it, and whether it must be answered. For a choice question, type one option per line.

3. 3

   Choose the rating shown on the overview

   Pick the star-rating or faces question whose average feeds the customer rating on the overview. The first one you add is picked for you. A survey without either still works; it just has no rating on the overview.

4. 4

   Switch it on

   Once it is saved, tick the locations that should ask it, separately for waitlist visits and for bookings, and press Save locations.

There are seven kinds of question:

• Star rating — one to five stars.
• Faces — three large faces, sad, okay and happy, in red, amber and green. They count as 1, 3 and 5 out of 5, so they average alongside star ratings.
• Net Promoter Score — 0 to 10, from “Not likely” to “Very likely”.
• Single choice — one option from a list.
• Multiple choice — any number of options.
• Yes or no — two buttons.
• Free text — a box for whatever they want to say.

Choosing where it is asked

A survey is your account’s, not a location’s. Switch the same one on everywhere, or use different ones for different branches, or one for walk-ins and another for bookings.

In a location’s view, the Surveys page shows which survey that location asks after a waitlist visit and after a booking, and lets you change either.

A team member restricted to some locations can only switch surveys on or off at their own. They cannot change the questions of a survey that is also on somewhere they cannot see.

What visitors see

Visitors reach the survey two ways:

• The follow-up message. About five minutes after a waitlist visit is served or a booking is completed, the visitor gets a message with a link to the survey, on the channels you have switched on for the follow-up under customer messages. The follow-up is only sent when a survey is on for that visit, so without one, nothing goes out.
• The status page. Once the visit is over, the status page or booking page they already have shows a “How was your visit?” card that opens the same survey.

The survey page has your location’s name, picture and design, and its wording around the questions is in the location’s language. The questions themselves appear exactly as you wrote them. It is made for a phone and takes under a minute.

If you switch off every channel for the follow-up, the survey is still offered on the status page.

Reading the results

Choose a period — the last 24 hours, 7, 30 or 90 days, 12 months, or your own dates — and whether to include waitlist visits, bookings or both. The location follows the view switcher. At the top are the number of responses, the response rate (responses as a share of the visits that finished where the survey is on) and the average rating.

Each question then has its own block:

• Star rating — the average, how many gave each number of stars, and the responses per day.
• Faces — the average out of 5, and how many picked each face.
• Net Promoter Score — the score (the share of promoters, 9–10, minus the share of detractors, 0–6), the three groups and every answer from 0 to 10.
• Single choice — how many picked each option, and the share.
• Multiple choice — the same, as a share of the people who answered, so the shares can add up to more than 100%.
• Yes or no — the share who said yes.
• Free text — the latest comments, with the location and time, and a link to every response.

View responses lists each response in full, newest first, with the customer and a link to the visit. A response can be deleted from there.

Export CSV downloads the period as a spreadsheet: one row per response, with a column for each question, including removed ones.

Where else answers appear

Answers also appear where you already look:

• The overview shows today’s average rating and the latest comment, from each survey’s chosen star rating or faces question. See the overview dashboard.
• A visit’s or booking’s own page has a Survey section with that visitor’s answers.
• A customer’s page shows the rating they gave for each visit in their history.
• Reports has a survey answers report, one row per answer across every survey, which can be scheduled like any other. See reports.
• Exporting a customer’s data includes their survey answers. Erasing a customer deletes what they wrote in free-text answers and detaches the rest from them, so ratings and choices stay in your results without a name on them. See customers.

Changing, pausing and deleting

You can edit a survey after it has answers, with two things to know:

• Rewording a question changes how its past answers read, because they belong to the question, not the wording. If you are now asking something different, add a new question instead. A question’s type cannot change once it has answers.
• Removing a question that has answers keeps those answers: the question stays in the results, marked as removed from the survey. The same goes for a removed option. A question nobody has answered yet is simply deleted.

To stop asking for a while, pause the survey rather than deleting it:

• Pausing stops it being sent anywhere. Its locations and responses are kept, so making it active again carries on where it left off.
• Deleting removes the survey, where it is switched on and every response, and cannot be undone. The confirmation tells you how many responses go with it.