Set up and use surveys

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

Before you begin: You must be set up as a user with the admin or manager role, depending on your product.

Enable satisfaction surveys on an inbox to automatically gather general feedback from customers about their experience. For more specific insights, you can create custom surveys and use them in targeted campaigns or within the inbox to collect customer feedback on particular topics.

Satisfaction surveys

Sign in to GoTo Admin.

Fastpath: Alternatively, Contact Center Admins can also configure this feature by navigating to Contact Center > Inboxes in the GoTo desktop or web app.
From Inbox > Inboxes, select the desired inbox.
Navigate to Settings > Satisfaction surveys and enable the setting.
Optional: Enable Add an open feedback form to gather additional feedback from customers.

What to do next: View and analyze the survey results in Analytics to help track trends and improve service.

Custom surveys

Sign in to the desktop or web app.
From your profile icon, select Settings > Inbox > Custom surveys > + Create survey.
From Questions and Responses, select the type of question you want to ask customers, enter the question, determine if it's optional or required, and then complete the answer or option fields depending on the question type. Here are the available question types:
- Text box: Recipients respond using free-form text input. (Short answer responses have a 80 character limit. Long answer responses have a 280 character limit.)
- Single-select:Recipients select a single item from the list options.
- Multi-select: Recipients can select one or more items from a list of options.
- Numerical scale: Recipients select a number from a given range (example: 1-5)
- NPS: Recipients select 1-10 in answer to your question. This option has 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
Select + Add question to add and configure additional questions. You can mix and match question types.
Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
Once your survey is created, select the desired inbox queue(s) to attach the survey to from Inbox > Inboxes.

What to do next: To view and analyze the survey results, select Profile icon > Settings > Inbox > Custom surveys > Results.

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