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The Survey Creator lets you build surveys to collect customer feedback. Choose from NPS, CSAT, CES, or custom survey types, configure the questions, and publish surveys for use in campaigns.

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Accessing Survey Creator

Navigate to Admin > Studio > Survey Creator. Admin permissions are required.

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Survey Types

NPS

Net Promoter Score — a 0-10 scale measuring customer loyalty and likelihood to recommend.

CSAT

Customer Satisfaction — a rating scale measuring satisfaction with a specific interaction or experience.

CES

Customer Effort Score — measures how easy it was for a customer to complete a task or resolve an issue.

Custom

Build a survey with any combination of question types tailored to your needs.

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Creating a Survey

  1. Click Create Survey
  2. Select the survey type (NPS, CSAT, CES, or Custom)
  3. Configure the survey:
Survey Name: Enter a name for internal identification (not shown to recipients). Welcome Message: Write the introductory text your recipients will see at the top of the survey. Questions:
  • NPS, CSAT, and CES surveys come with a predefined primary question
  • Add follow-up questions to collect additional context
  • For custom surveys, add any number of questions

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Question Types

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Survey Logic

Add conditional logic to show or hide questions based on previous answers:
  1. Click Add Logic on a question
  2. Set the condition (e.g., “If rating is less than 7”)
  3. Choose the action (show question, skip to question, or end survey)
Use logic to create shorter surveys for satisfied customers while collecting detailed feedback from dissatisfied ones. For example, show a follow-up “What could we improve?” question only when the NPS score is below 7.

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Theme and Branding

Customize the survey appearance:
  • Logo — Upload your company logo
  • Colors — Match your brand’s primary and accent colors
  • Font — Select from available font options

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Email Configuration

Configure how the survey is delivered:
  • Subject Line — The email subject recipients will see
  • Sender Name — The display name for the sender
  • Reply-To Address — Where replies should go
  • Email Body — Introductory text above the survey link

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Preview and Test

Before publishing:
  1. Click Preview to see how the survey will appear to recipients
  2. Click Send Test to send a test survey to yourself or a colleague
  3. Complete the test survey to verify the full experience

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Publishing

When your survey is ready:
  1. Click Publish
  2. The survey becomes available for use in campaigns
  3. Navigate to Campaigns to create a survey campaign that distributes it
Publishing a survey makes it available but does not send it to anyone. You need to create a Campaign to distribute the survey to your audience.

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Managing Surveys

From the Survey Creator list: