Send your first survey

Reviews tell you what your loudest customers think. Surveys tell you what everyone else thinks.

1. Build the survey

If you don’t have one yet, the fastest route is describing what you want to know and letting the AI build it.

→ Building a survey

Keep it short. Three or four questions will substantially outperform twelve — a rating, an open question, and at most one more.

2. Set up a sending channel

Before your first send, configure at least one channel under Settings → Sending Channels. Email is the right default: set your sender name and subject line.

An unconfigured channel shows as This channel is currently disabled on the send screen.

→ How to send a survey

3. Add your customers

You can add people one at a time on the send screen with Add Customer Manually, but for anything beyond a handful, import a list.

→ Importing your customer list

4. Send it

Touchpoint (optional) — where this feedback is being collected: a room, the front desk, a checkout email. Leave it empty and the send lands on the Email survey or SMS survey touchpoint, so it still shows up in the comparison. → Touchpoints

Go to Survey Center → Send a Survey. Four steps on one screen:

1. Pick the survey you want to send.
2. Choose Organizations — which location or workspace these recipients belong to. Skip if you only have one.
3. Select Your Survey Recipients — search and tick the customers who should receive it. There’s a bulk select for the current page or every page, and a running count of how many you’ve chosen.
4. Choose How to Send Your Survey — Email, SMS or WhatsApp.

Then Send.

→ Choosing who receives a survey

5. Time it properly

Send while the experience is fresh but after it’s finished. Hospitality: the day after checkout. Service business: same day. E-commerce: a few days after delivery, not dispatch.

Sending at the wrong moment costs you more responses than any wording problem will.

Start small. Send to twenty people, read what comes back, adjust the questions, then send to the rest. A single blast to your whole list spends an audience you only get to ask once.

6. Read what comes back

Responses appear in Survey Center, scored for sentiment and summarised so you don’t have to read every one.

Negative responses can automatically open a resolution — the agent reaches out and tries to fix the problem, usually before the customer thinks to post about it publicly. That’s the real value: not the score, but catching the unhappy customer while you still can.

Then automate it

Once you know the survey works, stop sending it by hand. An automation sends it whenever the triggering event happens — an order, a stay, an appointment.

→ Automation recipes worth setting up