# Satisfaction surveys
Satisfaction surveys allow you to collect customer feedback after an experience, measure satisfaction across different criteria (NPS, CSAT, etc.), and automate sends according to your communication channels (email, SMS, WhatsApp, QR Code).
{% hint style="info" icon="shield-check" %}
**ACCESS RIGHTS**
To edit the Surveys in your Fullwhere workspace, you must be a supervising member with Administrator rights.
{% endhint %}
## Access your surveys
Go to the Capture menu → [My surveys](https://app.fullwhere.com/forms/survey).\
There you will find the list of all existing surveys, their status (Active / Inactive), their creator, and their creation date.
You can:
* Create a new survey via the button `+ Create a survey` ;
* Search for a survey via the search bar;
* Activate / deactivate a survey with the button *Activate / Deactivate* ;
* Access a survey's configuration by clicking its name.
***
## Create a new survey
Click + Create a survey, then fill in the basic information in the right side panel:
* Survey name: internal name, not publicly visible to your customers.
* Description (optional): useful for specifying the survey's objective or usage period.
* Sending channels: select the channels through which the survey will be distributed (Email, SMS, WhatsApp).
* Survey language: indicate the language in which the survey will be written.\
→ You can enable automatic translation to adapt the survey to the customer's language. For optimal translation, it is important that the survey language is set to the language in which you wrote it.
* Public accessibility: makes the survey link accessible without authentication (useful for direct-link sends or QR codes).
* Survey targets: define the brands and/or locations concerned by the survey, for which you want to perform sends or obtain a specific survey link.
These elements can be modified at any time.
***
## Navigation in the different menus
The navigation menu at the bottom right lets you configure the different sections of your satisfaction survey.
The landing pages section:
This section lets you configure the general settings of your survey as well as the different landing pages of your satisfaction survey:
* the [survey page](/documentation/documentation-en/capture/satisfaction-surveys.md#h_fd6c17647b)
* the [thank-you page](https://help.fullwhere.com/fr/articles/12703199-les-enquetes-de-satisfaction#h_e7a846fde6)
* the [redirect page](https://help.fullwhere.com/fr/articles/12703199-les-enquetes-de-satisfaction#h_d2a178d4d6)
The sending modes section:
This section lets you configure the different landing send modes enabled for your survey:
* [email](#h_40f57ea6e5)
* [SMS](/documentation/documentation-en/capture/satisfaction-surveys.md#h_d6a5ae0584)
* [WhatsApp](#h_eb4ddaa177)
The target entities section
This section lets you configure the [target entities](https://help.fullwhere.com/fr/articles/12703199-les-enquetes-de-satisfaction#h_916cfaa276) of your survey.
***
## Main page of your survey
The main page of your survey contains the various fields your customers will need to complete.
The editor consists of three main sections:
* Left section → adding and designing elements;
* Center section → editing and real-time preview;
* Right section → general survey settings.
### Customize the survey header
The header helps strengthen your survey's visual identity and is shared across the different landing pages of your survey.\
It includes:
* A logotype (brand or location logo);
* A cover photo, adjustable in height for optimal framing.
***
### Add a footer
You can enrich your form by adding a footer (or *footer*) to strengthen your brand image and make navigation to your external channels easier.\
The footer can contain:
* an image (for example, a secondary logo or illustration);
* two texts, one before and one after the image (legal notices, additional information, etc.);
* and external links to your social pages or website
The footer is shared across the different landing pages of your survey.
***
### Add and configure fields
The available fields can be accessed from the Elements tab in the left section.\
They can be added by drag and drop into the center area and arranged in one or two columns.
**Available field types**
* Customer identity
* Title → customer's salutation (Mr., Mrs., etc.).
* Last name → customer's last name
* First name → customer's first name
* Email address → customer's email
* Phone number → customer's phone number
{% hint style="warning" %}
It is not necessary to provide these fields for automatic satisfaction survey sends. Indeed, the customer's identity will already be known and their satisfaction survey will be linked to their profile.
{% endhint %}
* Information
* Files to send → allows uploading one or more files (attachment, supporting document, etc.).
* Calendar → adds a date selection field (useful for an appointment or an order).
* Order reference → text field intended for entering an existing order number. It is not necessary to collect this information in the case of an automatic send already linked to a purchase.
* Options
* Multiple choice (checkbox) → allows selecting multiple options from a defined list.
* Single choice (radio) → offers a list where only one option can be selected.
* Dropdown list (dropdown) → similar to single choice but in the form of a drop-down menu.
* Ratings
* NPS → lets you retrieve a customer's NPS (Net Promoter Score). The classic wording of the NPS question should be "Would you recommend our company to a friend or colleague?"\
You can only add one NPS question to your survey. To collect multiple ratings on different topics, use CSAT Stars or CSAT Smileys questions instead.
* CSAT - Stars → allows specific topics to be rated on a 1 to 5 star scale (Example: What rating would you give the welcome?)
* CSAT - 5 smileys → allows specific topics to be rated using smileys ranging from Dissatisfied to Very satisfied (Example: What was your experience with our after-sales service?)
* Texts
* Short text → single-line free text field (ideal for a title, remark, etc.)
* Long text → main text field of the satisfaction survey used to collect the customer's comment. A survey can contain only one Long text field.
* Group → structural element used to group several fields under the same block to which you can assign a title.
The fields can be:
* Reordered by drag and drop (up to 2 per line);
* Deleted via the corresponding icon;
* Configured individually (via the cogwheel).
These options appear when you hover over a form field.
#### Advanced field configuration
Each field can be configured via the cogwheel visible on hover:
**Conditional display**
You can define trigger conditions to display a field only if certain conditions are met (e.g. display a clarification question only if the score is below 6).\
Conditions can be combined with AND / OR operators.
To add conditional logic to a field, click the ⚙️ on the right of the field, then click Trigger conditions.\
You can then define the conditions under which the selected field should be displayed.
**“Other” field for choice questions**
For choice-type fields, you can enable the option *“Other” field*, allowing the customer to enter a free-form answer if no option matches.
**Set selection limits for multiple choice**
For Multiple choice (checkbox) fields, you can define a minimum and/or maximum number of options the user must select.\
These settings help control response validity and avoid omissions or excessive selections.
* Minimum choice → requires the user to check at least a certain number of options before they can submit the form.
* Maximum choice → limits the number of options the user can select in order to restrict the response to a specific volume.
**Duplicate a field**
You can use the Duplicate option to instantly create a copy of the selected field.\
This feature saves time when creating forms containing similar fields (for example, several Single choice or Short text questions).
The duplicated field automatically keeps:
* the original field type (text, choice, list, etc.);
* formatting and option settings (values, required field, ...)
Note that display conditions are not duplicated.
***
### Customize the design
The Design tab in the left section lets you define the colors, typography, and visual styles of your survey.
You can change the typography of your form using Google Font typefaces.
#### Main colors
* title: color of the form title
* subtitle: color of the form subtitle
* section: color of the field group name
* separator: color of the separators between field groups
* visual accent: color of radios, checkboxes and focused fields
* background: the form background color
#### Field colors and customization
* title: the color of the field name
* text: the color the customer types in text fields
* placeholder title: the color of the field placeholder titles
* background: the field background color
* option: the color of options in single choice (radio) and multiple choice (checkbox) fields
* rounded corners: the field rounding among 3 possible options
* border: the color of the field border.
#### Submit button colors and customization
* text: the color of the button text
* background: the button background color
* rounded corners: the button rounding among 3 possible options
* border: the color of the button border
#### Footer colors
* background: the footer background color
* text: the color of the footer text
* icons: the color of the social media icons in the footer
***
### General settings
On the right panel you will find the survey's general settings:
* Survey name and description;
* Enabled sending channels (Email, SMS, WhatsApp);
* Language and automatic translation;
* Survey link (to copy for sharing);
* Automatic redirection (before or after the survey, with configurable threshold);
* Send limit: minimum number of days between two requests for the same customer (with option to apply by target entity);
* Recent-data limitation: restricts sending to recent interactions (for example, the last 2 days).
***
## Thank-you page
The Thank-you tab lets you customize the message displayed after the survey is submitted.\
You can add a title, text, and image.
The overall design of the thank-you page is inherited from the design of your survey's main page.
***
## Automatic redirection and redirect page
Surveys allow adding automatic redirects to an external URL (for example Google Reviews or TripAdvisor).
You can configure two types of redirection:
* Before survey → allows routing customers based on an initial rating they give during the survey;
* After survey → according to the average rating given to rating-type questions and the defined redirection threshold.
#### The pre-survey redirection.
Pre-survey redirection can be handled directly via the Choice Block in the email template if you use this sending mode. See [Email](/documentation/documentation-en/capture/satisfaction-surveys.md#h_40f57ea6e5).
For other distribution modes, pre-survey redirection requires setting up the Redirect Page, including:
* your survey logo
* your survey cover photo
* a question (e.g. *How would you rate your experience?*)
* a *call to action* (*e.g. Give us your feedback by clicking on one of the following options)*
* a redirect block, which can be of the following type:
* NPS
* CSAT - Stars
* CSAT - 5 Smileys
* CSAT - 2 Smileys (binary)
The redirect block will determine whether the customer is redirected to the external URL or to your survey based on the redirection threshold you configure and the choice made by the customer.
Redirects require prior configuration of redirect URLs on the survey's target entities ([see specific section](#h_8ad7c88c33)).\
***
## Define target entities
From the Target Entities tab, you can define the brands and/or locations concerned by the survey. Defining a target entity enables sends or provides a specific link for a location or brand.
\
In the target entities tab, you will find, for each target:
* The associated area (location or brand);
* The redirect URL (to Google, TripAdvisor, etc.) if one is defined. Must be defined for the [redirect](#h_d2a178d4d6) before or after the survey to be available for this target entity.
* The survey link specific to this entity (location or brand);
* Status (enabled or disabled).
***
## Configure sending channels
Surveys can be distributed automatically by Email, SMS, or WhatsApp.\
Each channel has its own settings in the corresponding section.
### Email
* Sender: email sender visible in your customers' inbox
* Email subject: subject of the email received by your customer
* Send scheduling: delay before sending (e.g. 1 day after the visit), send days, time.
* Automatic follow-up: possibility to follow up on non-respondents (number of follow-ups and interval between follow-ups).
* Advanced sending conditions: to filter according to specific criteria (for example visit type, purchase channel, customer email…).
#### Configure the email template
The email template determines the appearance and content of the email received by your customers when they are invited to answer the survey.\
The editor lets you customize both the layout, the text, and the visual elements to ensure an experience consistent with your brand.
You can add different content blocks by clicking the buttons available in the central area:
* Title → main sentence of your email (*e.g. Hello, thank you for your purchase*)
* Subtitle → to introduce the request (e.g. *We would love to hear your feedback*).
* Paragraph → to ask the main question (e.g. *On a scale of 1 to 5, how would you rate your experience?*).
* Choice block → the choice block determines the *call to action* present in the email.\
It can be of different types:
* NPS
* CSAT - Stars
* CSAT - 5 Smileys
* CSAT - 2 Smileys (binary)
* Button
{% hint style="info" %}
💡 If pre-survey redirection is enabled, the choice block will act as a redirect block and will redirect your customers to the external URL or to the survey depending on the redirection threshold selected in the email template.\
If pre-survey redirection is enabled and you select a Choice Block of the Button type, customers will be redirected to the [Redirect Page](/documentation/documentation-en/capture/satisfaction-surveys.md#h_d2a178d4d6).
If pre-survey redirection is not enabled, customers will be redirected to the survey regardless of the choice block offered and the click made by the customer.
{% endhint %}
* Thank-you block → message displayed at the end of the email (e.g. *Thank you for your participation!*).
* Link → adds a link (to your legal notices, privacy policy, website, etc.).
The email header can include a logo and a cover image.
{% hint style="info" %}
✍️ All email text can be built using variables to personalize it according to each customer.\
[See variables](#h_bd8c318c41).
{% endhint %}
### SMS
* SMS sender → Name displayed when the SMS is received (11 characters maximum).
* SMS text → text making up the SMS. The SMS text must include the {{url}} variable, which will display the link to your survey.\
An SMS is a message containing between 1 and 160 characters and 2 SMS between 161 and 306 characters. The number of SMS determines the number of SMS credits consumed for each send.
* Send scheduling: delay before sending (e.g. 1 day after the visit), send days, time.
* Automatic follow-up: possibility to follow up on non-respondents (number of follow-ups and interval between follow-ups).
* Advanced sending conditions: to filter according to specific criteria (for example visit type, purchase channel, customer email…).
{% hint style="info" %}
💡 If pre-survey redirection is enabled, customers will be redirected to the [Redirect Page](#h_d2a178d4d6).\
If pre-survey redirection is not enabled, customers will be redirected directly to the survey.
{% endhint %}
{% hint style="info" %}
✍️ The SMS text can be built using variables to personalize it according to each customer.\
Note: using variables can increase the SMS length and therefore the number of credits consumed depending on the replacement values.
\
[See variables](#h_bd8c318c41).
{% endhint %}
### WhatsApp
* The WhatsApp Template\
Sending satisfaction surveys via WhatsApp must use a WhatsApp template.\
This template must be linked to a WhatsApp Business account [connected to Fullwhere](/documentation/documentation-en/connections/connect-instagram-facebook-and-whatsapp.md).
{% hint style="warning" %}
📣 Your WhatsApp template must comply with certain standards to be used correctly with Fullwhere surveys.\
[Discover our full guide here.](/documentation/documentation-en/capture/use-a-whatsapp-template-for-your-satisfaction-survey.md)
{% endhint %}
* SMS Fallback option: allows, if the WhatsApp send fails because the person doesn't have WhatsApp, sending a "backup" SMS. For the configuration of this SMS, see the section [SMS](/documentation/documentation-en/capture/satisfaction-surveys.md#h_d6a5ae0584).
* Send scheduling: delay before sending (e.g. 1 day after the visit), send days, time.
* Automatic follow-up: possibility to follow up on non-respondents (number of follow-ups and interval between follow-ups).
* Advanced sending conditions: to filter according to specific criteria (for example visit type, purchase channel, customer email…).
***
## Go live
Once your survey is configured:
* Save your changes at any time;
* Preview the survey via the button *Preview* (top right);
* Activate the survey with the button *Activate* to make it available through the selected channels.
Surveys can be modified at any time, then reactivated without losing history.
***
## Use variables to personalize your surveys
Variables let you automatically personalize your survey content according to the customer, brand, or associated order.\
They are dynamically replaced at send time, making each communication unique and more engaging.\
For example: writing in an email *“Hello {{customer\_first\_name}}”* will display to the customer *“Hello Jérôme”*.
Using variables strengthens your relationship with customers, improves response rates, and ensures a consistent, personalized experience across all channels.
### Variables usable in emails and SMS
The following variables can be inserted directly into your email text or into the SMS text
| Variable | Description |
| ------------------------------- | ----------------------------------------------------------------------- |
| `{{store}}` | Location name |
| `{{store_signature}}` | Location signature |
| `{{brand}}` | Brand name |
| `{{brand_signature}}` | Brand signature |
| `{{signature}}` | Location signature if it exists, otherwise the brand's |
| `{{customer_first_name}}` | Customer first name |
| `{{customer_last_name}}` | Customer last name |
| `{{customer_full_name}}` | Customer full name |
| `{{customer_civility}}` | Customer salutation |
| `{{customer_feedback_count}}` | Total number of feedbacks given by the customer |
| `{{customer_purchase_count}}` | Total number of orders placed |
| `{{customer_purchase_count_1}}` | Total number of orders placed + 1 (useful for a loyalty message) |
| `{{customer_purchase_amount}}` | Total cumulative amount of the customer's purchases |
| `{{purchase_amount}}` | Amount of the order concerned |
| `{{purchase_external_id}}` | External order ID |
| `{{purchase_date}}` | Order date |
| `{{url}}` | Direct link to the survey. This variable is mandatory in your SMS text. |
{% hint style="info" %}
Usage example\
\&#xNAN;*Hello {{customer\_first\_name}}, thank you for your purchase on {{purchase\_date}} at {{brand}}! We would love to hear your feedback 👉 {{url}}.*
{% endhint %}
### Variables usable on the redirect page
Some variables can also be inserted on the survey redirect page (for example to thank the customer or display a personalized message):
| Variable | Description |
| ----------- | ------------- |
| `{{store}}` | Location name |
| `{{brand}}` | Brand name |
### Missing data and variable display
If the data associated with a variable is not available (for example, if the customer's first name is unknown), the variable concerned will not be replaced when sending.\
In this case, it will remain blank but will not display any extra space, so as not to alter the source text.
{% hint style="info" %}
Example: If the message contains “ *Hello {{customer\_first\_name}}, thank you for your visit* ” and no first name is known, the customer will receive “ *Hello, thank you for your visit* ”.
{% endhint %}
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