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
Go to Messages in the sidebar
Click New Message
Select Feedback
Choose a template or start from scratch
2. Choose Survey Type
Select the type that matches your goal:
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:
Click Add Option
Enter each choice
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
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
Example: Feature feedback
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
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
Feature Rating
Feature Request
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.
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