Creating Your First Survey

demeterrr offers four survey types, each designed for different purposes:

Best for: Measuring overall customer loyalty and likelihood to recommend

The question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?"

When to use:

• After a customer completes a service
• Quarterly or bi-annually for existing customers
• To benchmark against industry standards

Score calculation:

• Promoters (9-10): Loyal enthusiasts who will refer others
• Passives (7-8): Satisfied but unenthusiastic customers
• Detractors (0-6): Unhappy customers who may damage your brand
• NPS Score = % Promoters - % Detractors (range: -100 to +100)

Best for: Measuring satisfaction with a specific interaction or touchpoint

The question: "How satisfied were you with [specific interaction]?"

When to use:

• After a purchase or appointment
• Following customer support interaction
• After product delivery
• For measuring specific touchpoints

Score display: 1-5 emoji scale (😠 😟 😐 🙂 😀)

Best for: Measuring how easy it was for customers to accomplish their goal

The question: "How easy was it to [complete task]?"

When to use:

• After onboarding new customers
• Following self-service interactions
• After resolving a support ticket
• For process improvement insights

Score display: 1-7 scale (Very Difficult → Very Easy)

Best for: Collecting specific feedback tailored to your business

Use when: The standard methodologies don't fit your needs, and you want full control over questions and flow.

1. Click Surveys in the left sidebar
2. Click the Create Survey button in the top right

Select the survey type that best fits your goal:

• Click NPS for loyalty measurement (recommended for first-time users)
• Click CSAT for satisfaction measurement
• Click CES for effort measurement
• Click Custom for fully customized surveys

Fill in the survey details:

• Survey Title: Internal name for your reference (e.g., "Post-Appointment NPS")
• Survey Type: Confirm your selection
• Status: Leave as "Draft" until ready to send

For NPS, CSAT, and CES surveys, the main question is pre-configured but can be customized:

1. Click the question to edit
2. Modify the text to fit your business:
   • NPS: "How likely are you to recommend [Your Business] to a friend?"
   • CSAT: "How satisfied were you with your visit to [Your Business]?"
   • CES: "How easy was it to book an appointment with us?"
3. Toggle Required to make it mandatory

Add additional questions to understand the "why" behind scores:

1. Click Add Question

2. Choose a question type:

   • Text: Open-ended responses (e.g., "What could we improve?")
   • Multiple Choice: Select one option from a list
   • Checkboxes: Select multiple options
   • Rating: Star rating (1-5)
   • Yes/No: Simple binary choice
   • Email: Collect email addresses
   • Phone: Collect phone numbers
   • Number: Numeric input
   • Date: Date picker

3. Configure the question:

   • Enter the question text
   • Add options (for multiple choice/checkboxes)
   • Mark as required or optional

4. Click Save

Recommended follow-up questions:

• "What did we do well?" (Text)
• "What could we improve?" (Text)
• "Which service did you use?" (Multiple Choice)

Show different questions based on previous answers:

1. Click the question you want to make conditional
2. Enable Conditional Logic
3. Set the condition:
   • "Show this question if [previous question] is [value]"
   • Example: Show "What disappointed you?" only if NPS score is 0-6

Learn more in Question Conditional Logic.

Make the survey match your brand:

1. Scroll to Survey Settings
2. Customize:
   • Primary Color: Main color for buttons and accents
   • Logo: Upload your business logo
   • Thank You Message: Customize the completion message
3. Click Save Changes

Before sending, preview how customers will see it:

1. Click Preview in the top right
2. Test the survey flow
3. Check mobile responsiveness
4. Make any final adjustments

When you're happy with your survey:

1. Change Status from "Draft" to "Active"
2. Click Save

Your survey is now ready to send! 🎉

• Aim for 2-5 questions total
• Customers are more likely to complete shorter surveys
• Focus on the most important information

• Include at least one text question like "What could we improve?"
• Qualitative feedback is often more valuable than scores

• Send surveys soon after the interaction (within 24 hours)
• Strike while the experience is fresh in their mind

• Always preview and test your survey before sending
• Send a test to yourself or a colleague
• Check on both desktop and mobile devices

Now that you've created your survey:

1. Send your first survey - Learn how to reach customers
2. Understand question types - Explore all 9 question types
3. Set up an automated sequence - Automate survey sending
4. Customize survey branding - Make it match your brand

Can I edit a survey after sending it? Yes, but be careful. Changes won't affect already-sent surveys, but will affect future sends.

Should I use NPS or CSAT?

• NPS for overall relationship and loyalty
• CSAT for specific transactions or interactions

How many questions should I include? Start with 2-3 questions. You can always add more based on response rates.

Can I translate my survey? Yes! demeterrr supports bilingual surveys (English/French). Learn more in Bilingual Surveys.

Ready to start collecting feedback? Let's send that survey! 📊