# Satisfaction surveys
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).
{% 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 settings by clicking on its name.
***
## Create a new survey
Click on + Create a survey, then fill in the basic information in the right-hand side panel:
* Survey name: internal name, not publicly visible to your customers.
* Description (optional): useful for specifying the purpose 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: makes the survey link accessible without authentication (useful for sends via direct link or QR codes).
* Survey targets: define the brands and/or locations concerned by the survey, for which you want to send or obtain a specific survey link.
These items can be changed at any time.
***
## Navigating 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 sending modes enabled on 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 different fields that your customers will need to complete.
The editor is made up of three main sections:
* Left panel → adding and designing elements;
* Center panel → editing and live preview;
* Right panel → general survey settings.
### Customize the survey header
The header helps strengthen the visual identity of your survey and is shared across the different landing pages of your survey.\
It includes:
* A logo (brand or location logo);
* A cover image, 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 an illustration);
* two texts, one before and one 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 in the left panel.\
They can be added by drag and drop into the central area and organized into one or two columns.
**Available field types**
* Customer identity
* Title → customer salutation (Mr., Ms., etc.).
* Last name → the customer's last name
* First name → customer's first name
* Email address → customer's email
* Phone number → customer's phone number
{% hint style="warning" %}
There is no need 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.
{% endhint %}
* Information
* Files to send → allows uploading 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 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 several 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 dropdown menu form.
* Ratings
* NPS → allows retrieving 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 specific topics to be rated with stars from 1 to 5 (Example: What rating would you give to the welcome?)
* CSAT - 5 smileys → allows specific topics to be rated with smileys ranging from Unsatisfied to Very satisfied (Example: How was your experience with our after-sales service?)
* Texts
* Short text → free-text field on a single line (ideal for a title, a comment, 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.
Fields can be:
* Reordered by drag and drop (up to 2 per row);
* Deleted via the corresponding icon;
* Configured individually (via the gear icon).
These options appear when you hover over a form field.
#### Advanced field settings
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. display a follow-up 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 ⚙️ to the right of the field, then click on 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 *"Other" field*, allowing the customer to enter a free response if none of the options match.
**Set selection limits for multiple choice**
For Multiple Choice fields (checkboxes), you can define a minimum and/or maximum number of options that the user must select.\
These settings help control the validity of the response and avoid omissions or excessive selections.
* Minimum choice → requires the user to check at least a certain number of options before being able to submit the form.
* Maximum choice → limits the number of options the user can select in order to restrict the response to a specific amount.
**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 with similar fields (for example several "Single choice" or "Short text" questions).
The duplicated field automatically keeps:
* 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 in the left panel lets you define the colors, typography, and visual styles of your survey.
You can change the typography of your form using Google Fonts.
#### 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 radio buttons, checkboxes, and focused fields
* background: the form background color
#### Field colors and customization
* title: the color of the field name
* text: the color in which the customer types in text fields
* placeholder title: the color of the placeholder titles/texts of the fields
* background: the field background color
* option: the color of the options for single choice (radio) and multiple choice (checkbox) fields
* rounded corners: the rounding of the field among 3 possible options
* border: the color of the field border.
#### Button colors and customization
* text: the color of the button text
* background: the button background color
* rounded corners: the rounding of the button among 3 possible options
* border: the color of the button border
#### 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
In 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);
* Sending limit: minimum number of days between two requests 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 Thanks tab lets you customize the message displayed after the survey is submitted.\
You can add a title, text, and image there.
The overall design of the thank-you page is inherited from the design of the main page of your survey.
***
## Automatic redirection and Redirect page
Surveys allow automatic redirects to an external URL to be added (for example Google Reviews or TripAdvisor).
You can configure two types of redirection:
* Before survey → allows routing customers based on an initial score they give during the survey;
* After survey → according to the average score given to rating-type questions and the defined redirection threshold.
#### Redirection before the survey.
Redirection before the survey can be done 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, redirection before the survey requires setting up the Redirect Page, which includes:
* your survey logo
* your survey cover image
* 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 Redirect 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 allows you to activate sends or obtain 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 defined. Must be defined for the [redirection](#h_d2a178d4d6) 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 sent automatically by Email, SMS, or WhatsApp.\
Each channel has its own settings in the corresponding section.
### Email
* Sender: email sender name visible in your customers' inbox
* Email subject: subject of the email received by your customer
* Sending schedule: 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 type of visit, 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 respond to the survey.\
The editor lets you customize both the layout, the text, and the visual elements to ensure a consistent experience 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 get 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 Redirect 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 directly 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 texts can be built using variables to personalize them 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 contain 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.
* Sending schedule: 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 type of visit, 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.\
Please note: using variables can increase the length of the SMS 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/integrations/connect-instagram-facebook-and-whatsapp.md).
{% hint style="warning" %}
📣 Your WhatsApp template must meet certain standards to be used correctly with Fullwhere surveys.\
[Discover our complete guide here.](/documentation/documentation-en/capture/use-a-whatsapp-template-for-your-satisfaction-survey.md)
{% endhint %}
* SMS Fallback option: allows, if WhatsApp sending fails because the person does not 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).
* Sending schedule: 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 type of visit, 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 allow you to automatically personalize the content of your survey according to the customer, brand, or associated order.\
They are dynamically replaced at the time of sending, which makes each communication unique and more engaging.\
For example: writing 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 the brand signature |
| `{{customer_first_name}}` | Customer's first name |
| `{{customer_last_name}}` | Customer's last name |
| `{{customer_full_name}}` | Customer's full name |
| `{{customer_civility}}` | Customer 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 order concerned |
| `{{purchase_external_id}}` | External order ID |
| `{{purchase_date}}` | Order date |
| `{{url}}` | Direct link to the survey. This variable is mandatory in the text of your SMS. |
{% hint style="info" %}
Usage example\
\&#xNAN;*Hello {{customer\_first\_name}}, thank you for your purchase on {{purchase\_date}} at {{brand}}! We would like to know your opinion 👉 {{url}}.*
{% endhint %}
### Variables usable on the redirect page
Some variables can also be inserted on the survey redirect 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 variable in question will not be replaced when sent.\
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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