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Create Surveys in Customer Engagement

    Create a custom survey to assess your customer's experience.

    Before you begin: You must be set up as a user and be assigned the admin or manager role to create a survey.

    Custom Survey

    1. Sign in to our GoTo desktop/web app.
    2. From Engage > Surveys > + Add Survey.
    3. From Setup, complete the following fields:
      • Type — select the type of survey question:
      Question Type Description
      Single-select Recipients can select a single item from the list options
      Multi-select Recipients can select one or more items from a list of options
      Text box Recipients will respond using free-form text input. (Short answer responses have a 80 character limit. Long answer responses have a 280 character limit.)
      Numerical scale Recipients will select a number from a given range (example: 1-5)
      NPS 1-10 scale with built-in NPS calculation. ((number of promoters - number of detractors) / total answers) * 100
      • 9-10 values = promoters
      • 7-8 values = neutrals
      • 1-6 values = detractors
      • Survey Question — Enter the question you want to ask your customers.
      • Mark as Optional— Check mark if it is optional for recipients to respond to this survey question. Otherwise, leave it unchecked.
      • Enter Response Options:
        • Single-select / Multi-select — Add response options.
          Note: You can select the option display as exposed if you would like all the response options to be shown side-by-side, or as compact if you would like the response options to be shown as a drop-down list.
        • Numerical Scale — Define the number range.
    4. Optional: Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
    5. Select Save.

    Follow-Up Survey

    Admins can enable and setup an automated follow-up survey to collect valuable feedback from customers when a chat conversation has ended and is marked as resolved.

    1. Sign in to our GoTo desktop/web app.
    2. To enable follow-up survey, navigate from Engage > Shared inbox settings > Follow-ups, then enable Send a follow-up question when a conversation ends.
    3. From Question and Response, complete the following fields or select one of our preset surveys:
      • Survey Question — Enter the question you want to ask your customers.
      • Positive Response — Enter the positive response option you want to provide to your customers.
      • Negative Response — Enter the negative response option you want to provide to your customers.
    4. Optional: Enable open feedback request as an option to your customers to gain additional insight.
    What to do next: Admins can access the follow-up survey results by navigating from Engage > Shared inbox settings > Results.