Surveys

A survey asks customers a few questions after a visit or a trip. The answers go only to your team. Open Surveys under Reputation in the sidebar. Admins create and change surveys; everyone can read the results.

Create a survey

1. Select New survey and give it a name, such as After a guided trip. Only your team sees the name.
2. It starts with three questions: how likely they are to recommend you, the main reason for their score, and what you could do better, which shows only for scores of 0 to 6.
3. Change the title, the introduction and the thank you message, and add, move or remove questions.
4. Select Publish. Nobody can answer until you do.

Kinds of question

• Recommend score (NPS): 0 to 10, how likely they are to recommend you.
• Star rating: 1 to 5 stars.
• One choice and Several choices: answers from a list you write, such as Trip leader, Gear and Booking.
• Short text and Long text: their own words.

Switch on Needs an answer for questions they must answer. Everything else is optional.

Show a question on some answers

Under each question, Show can be always or only after an answer to a question above it. Choose the answers that show it. For a recommend score, Detractors, Passives and Promoters pick 0 to 6, 7 to 8 and 9 to 10 in one go. A question that depends on a hidden question is hidden too.

Languages

If your organisation uses more than one language, pick a language at the top of Build and write the texts in it. The order of the questions and the conditions are the same in every language. People see the survey in the language of their request, or of the link with ?lang=, and anything left empty shows in your main language.

Versions

Save draft keeps your changes without showing them to anyone. Publish version 2, 3 and so on puts them live. Every answer keeps the version it was given on, and the results and the export show which one.

Where people answer

Under Share:

• In a review request: on the Requests page, select Ask for a review and choose the survey under What to send. Their link opens the survey, with the same delay, quiet hours, reminder and cooldown as any request.
• On the review page: switch on On the review page and Tell us privately on every review page opens this survey instead of the short form. One survey at a time.
• Open links: switch on Open link under Build to get a link for all locations and one per location, for a receipt, a poster or your website.

Taking answers closes the survey or opens it again.

Nobody is steered

Everyone who answers sees every review site you use afterwards, whatever they answered, and the review sites are also at the bottom of the survey from the start. Answers never decide who is asked for a public review. Asking only happy customers is called review gating, and Google and consumer law in the EU, the UK and the US forbid it.

Low scores and follow-ups

Under Answers in Build, Follow up on low scores opens a follow-up when someone gives a recommend score at or below the number you choose, 6 or lower to start with. A follow-up also opens when someone ticks You may contact me about my answers. For any other answer, select Follow up next to it in the results.

Results

Results shows, for all locations or one and for a period:

• The recommend score: the share of promoters (9 or 10) minus the share of detractors (0 to 6), from -100 to 100.
• How many people chose each score or answer, with the average for scores.
• The latest text answers, with location and date.
• The latest answers in full.

Select CSV to download every answer in the period, one row per answer and one column per question.

Moving a survey to the bin

Under Share, Move to the bin closes the survey and takes it off the review page. Its answers stay. Restore it from Bin in the sidebar.