Feedback Surveys

Feedback surveys let you collect user input directly in your app. Measure satisfaction, gather feature requests, and understand your users better.

Survey Types

NPS (Net Promoter Score)

The standard loyalty metric:

• "How likely are you to recommend us to a friend?"

• 0-10 scale

• Calculates Promoters, Passives, Detractors

Rating

Simple satisfaction ratings:

• 1-5 scale (customizable)

• Display styles: Stars, Numbers, or Emoji

• Great for feature feedback

Text

Open-ended questions:

• Free-form text input

• Collect detailed feedback

• Feature requests, bug reports

Single Choice

Multiple choice questions:

• 2-4 predefined options

• Quick categorical feedback

• Role selection, preferences

Creating a Feedback Survey

1. Start a New Feedback

1. Go to Messages in the sidebar

2. Click New Message

3. Select Feedback

4. Choose a template or start from scratch

2. Choose Survey Type

Select the type that matches your goal:

Goal	Type
Measure loyalty	NPS
Rate a feature	Rating
Collect suggestions	Text
Quick preferences	Single Choice

3. Configure the Question

Question Text

Write your main question:

• "How likely are you to recommend us?"

• "How would you rate this feature?"

• "What can we improve?"

• "How did you hear about us?"

Description (Optional)

Add context below the question:

• "Your feedback helps us improve"

• "This takes less than 30 seconds"

4. Type-Specific Settings

For NPS

No additional settings - always 0-10 scale.

For Rating

• Scale - 5 or 10 point scale

• Style:

  • Stars - ⭐⭐⭐⭐⭐

  • Numbers - 1 2 3 4 5

  • Emoji - 😡 😕 😐 🙂 😍

For Single Choice

Add your options:

1. Click Add Option

2. Enter each choice

3. Reorder by dragging

Example options:

• "Search engine"

• "Social media"

• "Friend referral"

• "Other"

5. Thank You Message

Configure what users see after submitting:

• Show Thank You - Enable/disable

• Thank You Title - "Thank you! 🙏"

• Thank You Message - "Your feedback helps us improve"

6. Customize Appearance

Position

Position	Appearance
Center	Modal dialog (recommended for NPS)
Bottom Right	Corner widget
Bottom Left	Corner widget

Size

• Small, Medium, or Large

Colors

• Background Color - Survey background

• Text Color - Question and options

• Accent Color - Buttons, selected states

7. Set Up Targeting

Show surveys to specific segments:

Example: NPS after 30 days

Contact Property → Signed Up At → Is Before → 30 days ago
AND
Contact Property → Plan → Does Not Equal → "free"

Example: Feature feedback

Event → "used_feature_x" → Has Done
AND
Event → "used_feature_x" → Count Greater Than → 3

8. Publish

Preview and publish your survey.

Viewing Responses

Response List

Go to the feedback message and click View Responses:

• See all responses with timestamps

• Filter by rating, date, or contact

• Export to CSV

Response Metrics

For NPS:

• NPS Score (-100 to +100)

• Promoters (9-10): Loyal enthusiasts

• Passives (7-8): Satisfied but unenthusiastic

• Detractors (0-6): Unhappy customers

For Rating:

• Average rating

• Distribution chart

• Response count

For Text:

• All text responses

• Response timestamps

• Contact information

Best Practices

Timing

• Don't interrupt workflows - Show after task completion

• Wait for engagement - Users need context to give feedback

• Avoid survey fatigue - Limit frequency per user

Question Design

• Be specific - "Rate the export feature" vs "Rate our product"

• Keep it short - One question per survey

• Make it optional - Don't force responses

Targeting

• Segment strategically - Different surveys for different users

• Use events - Trigger after specific actions

• Consider timing - After key milestones

Response to Feedback

• Review responses regularly

• Follow up on low scores when possible

• Act on feedback and communicate changes

Templates

Template	Type	Use Case
NPS Survey	NPS	Customer loyalty measurement
CSAT Survey	Rating	Customer satisfaction
Feature Feedback	Rating	Specific feature rating
Feature Request	Text	Collect suggestions
How Did You Hear	Single Choice	Attribution tracking

Examples

NPS Survey

Type: NPS
Question: "How likely are you to recommend Acme to a friend or colleague?"
Position: Center (Modal)
Size: Medium

Thank You:
  Title: "Thank you for your feedback!"
  Message: "We appreciate you taking the time to help us improve."

Targeting:
  - Signed Up At is before 30 days ago
  - Plan does not equal "free"

Feature Rating

Type: Rating
Question: "How useful do you find the dashboard?"
Scale: 5
Style: Stars
Position: Bottom Right

Targeting:
  - Event "dashboard_viewed" count greater than 10

Feature Request

Type: Text
Question: "What feature would you like to see next?"
Description: "Your ideas help shape our roadmap"
Position: Center (Modal)
Size: Small

Targeting:
  - Plan equals "pro" OR Plan equals "enterprise"
  - Signed Up At is before 60 days ago

One Response Per User

Each user can only respond once to a feedback survey. After responding:

• The survey won't appear again for that user

• Their response is recorded permanently

• They cannot change their response

To collect feedback again, create a new feedback survey.