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Early access: these pages are being written and reviewed. Facts in the header boxes come straight from the product.

Surveys & CSAT

In short. Build a survey with NPS, rating, yes/no, choice and text questions, pick who should get it, and send it by email. Each contact gets a personal link, and the survey page shows scores and answers as they come in.

Who it is for. Account managers and admins who want feedback from customers after a deal, a project or a support ticket.

Where it lives
Opens from a record or another screen
Plans
SoloEssentialsGrowthScale
Permission
Surveys
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What it does

Section titled “What it does”
  • Builds surveys with seven question types: Short text, Long text, Rating (1-5), NPS (0-10), Yes / No, Single choice and Multi choice. Mark any question Required.
  • Splits a survey into pages and shows a question only when an earlier answer matches (Show if… equals, does not equal or contains).
  • Sends to one audience: All contacts, Specific leads, Customers (clients), Post-deal (won opportunities), Tickets closed (last 30 days), Project completed (last 30 days), or Event triggered (workflow only).
  • Emails each recipient a personal link. Only contacts with an email address receive it.
  • Shows results on the survey page: responses and completion rate, average NPS, average rating, a chart per question and the most recent responses, each of which opens in full.
  • Lets a Workflow send a survey to a lead’s primary contact or all of its contacts with the Send Survey step. See Workflows.
  • Closes the loop on support: closing a ticket sends a separate one-question satisfaction survey, reported under Tickets → Customer satisfaction. See Support tickets.

What it does not do

Section titled “What it does not do”
  • It does not offer a lead picker for Specific leads yet. You paste lead IDs, one per line.
  • It does not offer a survey picker in the Workflow Send Survey step yet. You type the survey’s ID.
  • It does not give you a public link to post on a website or in a newsletter. Every link is personal to one recipient.
  • It does not schedule repeat sends from the app. You send with Send now each time.
  • It does not let you edit the thank-you message or allow anonymous answers from the builder.

Set it up

Section titled “Set it up”
  1. Open Surveys in the sidebar and click New survey.
  2. Enter a Title, such as “Post-onboarding NPS”, and an optional Description that respondents see.
  3. Pick the Audience. For example, Raj Malhotra picks Post-deal (won opportunities) to ask every newly won customer. Set Expires at if answers should stop after a date.
  4. Under Pages & questions, click Add question to this page, choose the type and write the prompt. For choice questions add at least two options with Add option. Use Add page to split a long survey.
  5. Click Create survey. New surveys always start as drafts.

The survey builder with the audience set to Post-deal and an NPS question on page 1

Works the same on mobile.

Use it day to day

Section titled “Use it day to day”
  1. Go live. Open the survey and click Activate.
  2. Send it. Click Send now and confirm Send this survey now?. The toast tells you how many emails were queued, or “No contacts matched this survey audience.” if nobody qualifies.
  3. Read the results. The cards show responses, completion, average NPS and average rating. Scroll to Per-question results for charts and to Recent responses to open one answer set.
  4. Stop collecting. Click Close. Links already sent then show “This survey is no longer accepting responses.”
  5. Send from a workflow. For Event triggered (workflow only) surveys, add a Send Survey step to a Workflow, paste the survey ID and choose Primary contact only or All contacts.

A survey results page with Responses, Avg NPS, Avg rating and Questions cards above the per-question charts

Rules and limits

Section titled “Rules and limits”
Rule Value
Plans Growth and Scale
Statuses Draft, Active, Closed
Questions at least 1; choice questions need at least 2 options
Title length up to 500 characters
Question text up to 2,000 characters
Who receives it contacts in the audience who have an email address
Send now available on active surveys, not on workflow-only surveys
Expiry answers are refused after the Expires at date
Public submissions 5 per minute from one network address
Who can do what the role’s Surveys permission; Activate, Close and Send now need Edit

Troubleshooting and FAQ

Section titled “Troubleshooting and FAQ”

There is no Send now button. The survey is still a draft (click Activate), it is closed, or its audience is Event triggered (workflow only), which only sends from a Workflow.

“No contacts matched this survey audience.” Nobody in the chosen audience has an email address, or the audience is empty, for example no opportunity was won yet.

“Question 2 needs prompt text.” Every question needs its prompt filled in before you can save.

A customer says the link shows “This survey has expired.” The Expires at date has passed. Edit the survey and move the date; the link they already have works again.

The Surveys page shows an upgrade message. Surveys are part of Growth and Scale.

Where do ticket satisfaction scores appear? On Tickets → Customer satisfaction, not on the Surveys page.