Satisfaction surveys
Learn how to set up satisfaction surveys to collect your customers' feedback.
Satisfaction surveys allow you to collect feedback from your customers after an experience, measure satisfaction across different criteria (NPS, CSAT, etc.), and automate sends according to your communication channels (email, SMS, WhatsApp, QR Code).
Access your surveys
Go to the Capture → My surveys menu. 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 ;
Enable / disable a survey with the button Enable / Disable ;
Access a survey's configuration by clicking on its name.
Create a new survey
Click on + 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 to specify the objective of the survey or its period of use.
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 be set to the language in which you wrote it.
Public accessibility: allows the survey link to be 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 will 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 allows you to configure the different panels of your satisfaction survey.
The landing pages panel:
This panel allows you to configure the general settings of your survey as well as the different landing pages of your satisfaction survey:
the survey page
the thank you page
the redirection page
The sending modes panel:
This panel allows you to configure the different sending modes enabled on your survey:
The target entities panel
This panel allows you to configure the target entities of your survey.
Main page of your survey
The main page of your survey contains the different fields that your customers will have to fill out.
The editor consists of three main panels:
Left panel → add and design elements ;
Central panel → edit and preview in real time ;
Right panel → general survey settings.
Customize the survey header
The header helps reinforce the visual identity of your survey 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 branding and facilitate navigation to your external channels. The footer can contain:
an image (for example a secondary logo or an illustration);
two texts, one before and the other after the image, (legal notices, additional information, etc.);
and external links to your social pages or your website
The footer is shared across the different landing pages of your survey.
Add and configure fields
The available fields are accessible from the Elements tab of the left panel. They can be added by drag-and-drop into the central area and organized in one or two columns.
Types of available fields
Customer identity
Title → customer's salutation (Mr., Mrs., etc.).
Last name → the customer's family name
First name → customer's first name
Email address → the customer's email
Phone number → customer's phone
It is not necessary to offer 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.
Information
Files to submit → allows the upload of one or more files (attachment, proof, etc.).
Calendar → adds a date selection field (useful for an appointment or an order).
Order reference → text field intended to provide 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 → similar to single choice but in the form of a dropdown menu.
Ratings
NPS → allows collecting 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?"
CSAT - Stars → allows rating specific topics using stars from 1 to 5 (Example: What rating would you give the reception?)
CSAT - 5 smileys → allows rating specific topics 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, a remark, etc.)
Long text → main text field of the satisfaction survey allowing collection of the customer's comment. A survey can contain only one Long text field.
Group → structural element allowing you to group several fields under the same block to which you can assign a title.
Fields can be:
Rearranged by drag-and-drop (up to 2 per line);
Deleted via the corresponding icon;
Configured individually (via the gear icon).
These options appear when hovering over a form field.
Advanced field configuration
Each field can be configured via the gear icon visible on hover:
Conditional display
You can define trigger conditions to display a field only if certain conditions are met (e.g., show a clarification question only if the score is below 6). Conditions can be combined with AND / OR operators.
"Other" field for choice questions
For choice-type fields, you can enable the option “Other” field, allowing the customer to enter a free response if no option matches.
Set selection limits for multiple choices
For Multiple choice fields (checkboxes), you can define a minimum and/or maximum number of options the user must select. These settings help control the validity of the response and prevent omissions or excessive selections.
Minimum choice → requires the user to check at least a certain number of options before submitting the form.
Maximum choice → limits the number of options the user can select in order to restrict the response to a precise 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 that include similar fields (for example several questions of the “Single choice” or “Short text” type).
The duplicated field automatically copies:
the type of the original field (text, choice, list, etc.);
the formatting and option settings (values, required field, ...)
Note that display conditions are not duplicated.
Customize the design
The Design tab of the left panel allows you to define the colors, fonts and visual styles of your survey.
You can change your form's typography using Google Fonts.
Primary colors
title: color of the form title
subtitle: color of the form subtitle
section: color of the field group names
separator: color of the separators between field groups
visual accent: color of radios, checkboxes and fields on focus
background: the form's background color
Field colors and customization
title: the color of the field names
text: the color in which the customer writes in text-type fields
placeholder title: the color of the field placeholders
background: the background color of the fields
option: the color of options for single choice (radio) and multiple choice (checkbox) fields
rounded corners: the field rounding among 3 possible options
border: the border color of the fields.
Submission 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 (footer) colors
background: the footer background color
text: the color of the footer texts
icons: the color of the footer social media icons
General settings
On the right panel you will find the general survey 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 survey, with configurable threshold) ;
Send limit: minimum number of days between two solicitations for the same customer (with option to apply per target entity) ;
Restriction to recent data: limits sending to recent interactions (for example the last 2 days).
Thank you page
The Thank You tab allows you to customize the message displayed after the survey is submitted. You can add a title, text and an image there.
The general design of the thank you page is inherited from the main page design of your survey.
Automatic redirection and Redirection page
Surveys allow adding automatic redirections 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 → based on the average of the ratings given to rating-type questions and the redirection threshold you set.
Redirection before the survey.
Redirection before the survey can operate directly via the Choice Block of the email template if you use that sending mode. See Email.
For other distribution modes, redirection before the survey requires setting up the Redirection Page, which includes:
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 redirection block, which can be of type:
NPS
CSAT - Stars
CSAT - 5 Smileys
CSAT - 2 Smileys (binary)
The redirection block will determine whether the customer is redirected to the external URL or to your survey depending on the Redirection Threshold you configure and the choice made by the customer.
Redirections require prior configuration of the redirection URLs on the survey's Target Entities (see specific section).
Define target entities
From the Target Entities tab, you can define the brands and/or locations concerned by the survey. Defining a target entity allows enabling sends or obtaining a specific link for an establishment or a brand.
In the target entities tab you will find, for each target:
The associated area (establishment or brand) ;
The redirection URL (to Google, TripAdvisor, etc.) if it is defined. Must be defined for the redirection before or after the survey to be available for this target entity.
The survey link specific to this entity (location or brand) ;
The status (enabled or disabled).
Configure sending channels
Surveys can be distributed automatically via Email, SMS or WhatsApp. Each channel has its own settings in the corresponding panel.
Email
Sender: the 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), sending days, time.
Automatic follow-up: possibility to follow up non-respondents (number of follow-ups and delay between follow-ups).
Advanced sending conditions: to filter according to specific criteria (for example visit type, purchase channel, customer's 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 respond to the survey. The editor allows you to 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 be delighted to have your feedback).
Paragraph → to pose 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. This can be of different types:
NPS
CSAT - Stars
CSAT - 5 Smileys
CSAT - 2 Smileys (binary)
Button
💡 If redirection before the survey is enabled, the choice block will act as a redirection block and will redirect your customers to the external URL or to the survey depending on the Redirection Threshold selected on the email template. If redirection before the survey is enabled and you select a Button-type Choice Block, customers will be redirected to the Redirection Page.
If redirection before the survey is not enabled, customers will be redirected to the survey regardless of the Choice Block offered and the click made by the customer.
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 notice, privacy policy, website, etc.).
The email header can include a logo and a cover image.
✍️ All email texts can be constructed using variables to personalize them for each customer. See variables.
SMS
SMS sender → Name that appears when the SMS is received (maximum 11 characters).
SMS text → text constituting the SMS. The SMS text must include the {{url}} variable which will display the link to your survey. One 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), sending days, time.
Automatic follow-up: possibility to follow up non-respondents (number of follow-ups and delay between follow-ups).
Advanced sending conditions: to filter according to specific criteria (for example visit type, purchase channel, customer's email…).
💡 If redirection before the survey is enabled, customers will be redirected to the Redirection Page. If redirection before the survey is not enabled, customers will be redirected directly to the survey.
✍️ The SMS text can be constructed using variables to personalize them for each customer. Note: using variables can increase the length of the SMS and therefore the number of credits consumed depending on the replacement values.
WhatsApp
The WhatsApp Template Sending satisfaction surveys via WhatsApp must go through the use of a WhatsApp template. This template must be linked to a WhatsApp Business account connected to Fullwhere.
📣 Your WhatsApp template must meet certain standards to be used correctly with Fullwhere surveys. Discover our complete guide here.
Fallback SMS option: allows, if the WhatsApp send fails because the person does not have WhatsApp, to send a "backup" SMS. For configuring this SMS, see the section SMS.
Send scheduling: delay before sending (e.g. 1 day after the visit), sending days, time.
Automatic follow-up: possibility to follow up non-respondents (number of follow-ups and delay between follow-ups).
Advanced sending conditions: to filter according to specific criteria (for example visit type, purchase channel, customer's 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 via the selected channels.
Surveys can be modified at any time, then reactivated without loss of history.
Use variables to personalize your surveys
Variables allow you to automatically personalize the content of your survey according to the customer, the brand or the associated order.
They are replaced dynamically at the time of sending, which makes each communication unique and more engaging.
For example: write in an email “Hello {{customer_first_name}}” will display for the customer “Hello Jérôme”.
Using variables strengthens closeness with your customers, improves response rates and ensures a consistent and personalized experience across all channels.
Variables usable in emails and SMS
The following variables can be inserted directly into your email texts 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 that of the brand
{{customer_first_name}}
Customer's first name
{{customer_last_name}}
Customer's last name
{{customer_full_name}}
Customer's full name
{{customer_civility}}
Customer's title
{{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 relevant order
{{purchase_external_id}}
External identifier of the order
{{purchase_date}}
Order date
{{url}}
Direct link to the survey. This variable is mandatory in the text of your SMS.
Example of use Hello {{customer_first_name}}, thank you for your purchase on {{purchase_date}} at {{brand}}! We would love to know your opinion 👉 {{url}}.
Variables usable on the redirection page
Some variables can also be inserted on the survey's redirection page (for example to thank 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 not known), the concerned variable will not be replaced at send time. In that case, it will remain empty but will not display extra space, so as not to alter the source text.
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 ”.
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