Managing Your Surveys

All your surveys live in one place:

1. Click Surveys in the left sidebar
2. You'll see a list of all surveys with:
   • Survey name
   • Type (NPS, CSAT, CES, Custom)
   • Status (Draft, Active, Archived)
   • Response count
   • Last modified date

1. Click Create Survey in the top right
2. Choose your survey type:
   • NPS - Net Promoter Score for loyalty
   • CSAT - Customer Satisfaction for specific interactions
   • CES - Customer Effort Score for ease of use
   • Custom - Fully customizable surveys
3. Fill in the survey details
4. Add your questions
5. Click Save

Your survey starts as a Draft until you're ready to activate it.

When creating or editing a survey, you'll configure:

• Name: Internal reference (e.g., "Post-Appointment NPS Q1 2026")
• Type: NPS, CSAT, CES, or Custom
• Status: Draft, Active, or Archived
• Description: Internal notes about the survey's purpose

1. Find the survey in your list
2. Click the survey name or the Edit button
3. Make your changes
4. Click Save Changes

Always safe to edit:

• Survey name and description
• Internal settings
• Branding and colors
• Thank you message

Edit with caution (affects future sends):

• Question text
• Question order
• Required/optional settings
• Conditional logic

Cannot edit (affects data integrity):

• Survey type (NPS → CSAT, etc.)
• Question types once responses exist

Save time by copying existing surveys:

1. Find the survey you want to copy
2. Click the three dots menu (⋮)
3. Select Duplicate
4. A copy appears with "(Copy)" appended to the name
5. Edit the duplicate as needed

When to duplicate:

• Running the same survey for different locations
• Creating seasonal variations (Q1, Q2, Q3, Q4)
• Testing different question variations
• A/B testing different approaches

Surveys move through three states:

• Use for: Surveys you're still building
• Behavior: Cannot be sent to customers
• Visibility: Only visible to your team

• Use for: Surveys ready to send
• Behavior: Can be sent via email, SMS, or sequences
• Visibility: Team members can send it

• Use for: Old surveys you're no longer using
• Behavior: Cannot be sent, but responses remain viewable
• Visibility: Hidden from main list (toggle "Show Archived" to see)

Learn more in Survey Statuses.

1. Open the survey
2. Change Status dropdown to "Active"
3. Click Save

1. Open the survey
2. Change Status to "Archived"
3. Click Save

Archived surveys:

• Stop appearing in send dialogs
• Keep all existing responses
• Can be reactivated if needed

Use the search and filter tools at the top:

• Search: Find surveys by name
• Filter by Type: Show only NPS, CSAT, CES, or Custom
• Filter by Status: Draft, Active, or Archived
• Sort by: Name, Date Created, Last Modified, Response Count

Develop a consistent naming system:

By Purpose:

• "Post-Appointment NPS"
• "Product Feedback CSAT"
• "Onboarding CES"

By Location:

• "[Toronto] Post-Service NPS"
• "[Granby] Product CSAT"

By Time Period:

• "Q1 2026 Customer Satisfaction"
• "Annual NPS Survey 2026"

By Team/Department:

• "Sales - Post-Demo Feedback"
• "Support - Ticket Resolution CSAT"

Delete surveys when:

• It was created by mistake
• It's a test survey with no real data
• You have duplicate surveys to consolidate

Don't delete if:

• The survey has responses (archive instead)
• You might need the questions later (duplicate and archive)

1. Open the survey
2. Scroll to the bottom
3. Click Delete Survey (in red)
4. Confirm the deletion

Manage multiple surveys at once:

1. Check the boxes next to surveys
2. Choose a bulk action:
   • Archive Selected - Archive multiple surveys
   • Activate Selected - Activate multiple drafts
   • Delete Selected - Remove multiple surveys

Quick stats for each survey:

• Response Count: Total responses received
• Response Rate: Percentage of sends that got responses
• Average Score: Mean NPS/CSAT/CES score
• Last Response: When you last received feedback

Click a survey to see detailed analytics and responses.

• Archive old surveys you're no longer using
• Delete test surveys that have no data
• Use clear, descriptive names
• Review and clean up quarterly

When updating a survey significantly:

1. Duplicate the original
2. Archive the original with date in name: "NPS Survey (Archived Jan 2026)"
3. Update the duplicate
4. Activate the new version

This preserves historical context and response data.

Set a quarterly reminder to:

• Archive inactive surveys
• Review response rates
• Update outdated questions
• Consolidate duplicate surveys

Now that you can manage surveys:

1. Learn about survey types - Choose the right methodology
2. Explore question types - Use all 9 question types
3. Set up conditional logic - Create smart surveys
4. Preview before sending - Test your surveys

Can I restore a deleted survey? No, deletion is permanent. Always archive instead of delete if there's any chance you'll need the survey again.

What happens to responses when I archive a survey? All responses are preserved and remain viewable in the Responses section. Only the survey becomes inactive.

Can I change an NPS survey to CSAT? No, survey types cannot be changed after creation. Create a new survey with the desired type instead.

How many surveys can I create? There's no limit! Create as many surveys as you need for different purposes, locations, or teams.

Ready to organize your feedback collection? Start creating surveys! 📋