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Overview

The Surveys module enables you to measure client satisfaction, gather feedback, and track Net Promoter Score (NPS) across your managed companies. Create custom surveys, send them to contacts, and analyze responses to improve service delivery.

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Key Features

Survey Types

NPS, custom satisfaction surveys, and goal-oriented surveys

Response Analytics

Detailed analytics with word maps and sentiment analysis

Contact Management

Send to specific contacts or groups

Goal Creation

Convert feedback into actionable goals

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Survey Types

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NPS Surveys

Net Promoter Score surveys to measure customer loyalty:
  • Standard 0-10 rating scale
  • Follow-up questions for context
  • Automatic score calculation
  • Promoter/Passive/Detractor classification

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Custom Surveys

Create tailored surveys for specific needs:
  • Multiple question types (rating, text, multiple choice)
  • Conditional logic
  • Custom branding
  • Template library

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Goal-Oriented Surveys

Surveys designed to identify improvement areas:
  • Pre-configured questions for goal discovery
  • Automatic goal suggestion based on responses
  • Priority ranking capabilities
  • Direct integration with Goals module

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Creating Surveys

1

Choose Survey Type

Select NPS, Custom, or Goal-oriented survey type
2

Configure Questions

Add questions and configure response options
3

Select Recipients

Choose contacts or contact groups to receive the survey
4

Set Schedule

Send immediately or schedule for future delivery
5

Launch Survey

Review and send the survey to recipients

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Survey Management

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Survey List View

The main surveys page displays:
  • Active and inactive surveys
  • Response rates and completion metrics
  • Send/resend options
  • Quick actions menu

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Survey Status

  • Draft: Survey created but not sent
  • Active: Currently accepting responses
  • Paused: Temporarily stopped
  • Completed: No longer accepting responses
  • Archived: Removed from active list

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Bulk Actions

  • Send reminders to non-respondents
  • Export response data
  • Clone surveys for reuse
  • Archive completed surveys

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Response Collection

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Distribution Methods

  • Email: Direct email with survey link
  • Portal: Available in client portal
  • Public Link: Shareable URL for broader distribution

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Response Tracking

  • Real-time response monitoring
  • Individual response timestamps
  • Completion rates by contact
  • Reminder status tracking

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Analytics & Reporting

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Response Analytics

View comprehensive analytics for each survey:

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Overview Metrics

  • Total responses
  • Response rate
  • Average completion time
  • NPS score (for NPS surveys)

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Question Analysis

  • Average scores
  • Score distribution
  • Trend analysis

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Word Map Visualization

Access word map view for text responses:
  • Visual representation of common terms
  • Sentiment color coding
  • Click to filter responses by term
  • Export word frequency data

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Person-Level Analysis

Drill down to individual respondent level:
  • Complete response history
  • Response patterns over time
  • Contact information
  • Follow-up action tracking

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Goal Creation from Surveys

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Automatic Goal Suggestions

Based on survey responses, the system suggests goals:
  • Low-scoring areas become improvement goals
  • Frequently mentioned issues become action items
  • Positive feedback becomes maintenance goals

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Manual Goal Creation

1

Review Responses

Analyze survey results to identify themes
2

Select Feedback

Choose specific responses to address
3

Create Goal

Click “Create Goal” and define objectives
4

Link to Planner

Goal automatically appears in Planner module

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Survey Templates

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System Templates

Pre-built templates for common scenarios:
  • Quarterly Business Review
  • Service Satisfaction
  • Project Completion
  • Onboarding Experience

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Custom Templates

Save your surveys as templates:
  • Preserve question structure
  • Include scoring logic
  • Save distribution lists
  • Share across teams

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Email Configuration

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Email Templates

Customize survey invitation emails:
  • Subject line customization
  • Body content with merge tags
  • Branding elements
  • Follow-up reminder templates

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Merge Tags

Available merge tags for personalization:
  • {{contact_name}} - Recipient’s name
  • {{company_name}} - Company name
  • {{survey_link}} - Unique survey URL
  • {{deadline}} - Response deadline

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Groups and Segmentation

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Contact Groups

Organize contacts for targeted surveys:
  • Create groups by role, company, or custom criteria
  • Save groups for reuse
  • Import/export group lists

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Segmentation Options

  • By company
  • By contact role
  • By service tier
  • By location
  • Custom tags

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Best Practices

Send NPS surveys quarterly, satisfaction surveys after major projects
Keep surveys short (5-10 questions) for higher completion rates
Always acknowledge responses and communicate actions taken
Convert negative feedback into improvement goals within 48 hours

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Settings

Configure survey settings in Settings > Surveys:
  • Default email templates
  • Reminder schedules
  • NPS calculation methods
  • Response notification preferences

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Permissions

Survey module permissions:
  • read_surveys - View surveys and responses
  • create_surveys - Create new surveys
  • send_surveys - Send surveys to contacts
  • delete_surveys - Delete surveys and responses
  • export_surveys - Export survey data

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Integration Points

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Goals Module

  • Create goals from survey feedback
  • Track goal progress linked to satisfaction scores
  • Measure impact of improvements

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Planner Module

  • Schedule survey campaigns
  • Plan follow-up activities
  • Track improvement initiatives

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Reports Module

  • Include survey metrics in reports
  • Generate satisfaction trend reports
  • Export data for external analysis