How do I create a survey?

Create a survey to assess and report on your customer's experience with your chat agents.

Before you begin: You must be set up as a user and be assigned the admin role. This can also be done from your admin portal if you have access permissions.

This feature is only available for chat queues.

Sign in to our GoTo desktop/web app.
From Contact Center > Admin > Surveys, select + Add survey.
Select the type of survey:
- Follow-up survey
- Custom survey
Then select Next.

Follow-Up Survey

From Questions and Responses, 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.
Optional: Customize your Post-survey message that will be sent to visitors after they have responded to your survey.

Custom Survey

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.

Optional: Customize your Post-survey message that will be sent to visitors after they have responded to your survey.

What to do next: Enable the survey on each desired chat queue. Keep up on the responses through the Resolved Conversations board in our analytics portal.