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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 manager role.

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

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.

Note: This feature may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement and GoTo Contact Center plans, included features, and pricing.
  1. Sign in to our GoTo desktop/ web app.
  2. To enable follow-up survey, navigate from Engage > Shared inbox settings > Follow-up, 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: Access the follow-up survey results by navigating from Engage > Shared inbox settings > Results.
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