Survey

What it does

Survey is a Build add-on. The catalog lists it as W2-eligible; the plan schedules it for Year 2 H1, and in Year 1 CSAT in Desk and NPS through Forms are the substitutes. The survey builder reuses the Forms field and logic engine and adds NPS (0–10), CSAT, CES, rating, Likert, matrix, ranking and open-text questions, with skip and display logic, answer piping and end screens by answer.

Distribution and timing

Surveys go out by link, email invitation, embed or QR, and conversationally on WhatsApp (verify). Event-triggered surveys are an Automations step — after a ticket closes, a deal is won, day 30 of onboarding or a completed visit. Panels come from Marketing segments, People groups, CRM lists or CSV imports with consent evidence. Survey fatigue rules cap invitations per person across all surveys, and a suppression list is honoured. Invitations go only to people with appropriate consent or lawful basis.

Privacy and anonymity

Responses can be identified, linked to the party, or anonymous, with no party link or contact point stored. An anonymity threshold suppresses breakdowns for groups smaller than a minimum size (default five).

Scores, themes and closed loop

NPS, CSAT and CES are calculated with trends by segment, team and product. Open-text themes extract multilingual themes and sentiment with representative quotes and editable labels. Closed loop turns a detractor or low CSAT into a Desk ticket or Customer Success task with an SLA and records the follow-up outcome. A survey design assistant drafts a survey from a goal and checks for leading questions. Quotas, sampling, randomisation, history migration from Desk CSAT and Forms NPS, and templates for relationship NPS, transactional CSAT, onboarding, events, employee pulse and vendor feedback complete it. Driver analysis is later and labelled as correlation, not causation.