Survey Basics
What Customer Surveys is for
Asking customers what they think, and turning the happy ones into public reviews.
Last updated September 2, 2026
Customer Surveys lets you ask your customers a few questions and do something useful with the answers. It sits inside the Reviews module, because the two are designed to work together.
The reputation flywheel
This is the reason the module exists. Ask a customer to rate you privately. If they rate you well, send them straight to Google or Facebook to say so in public. If they do not, show them a private message inviting them to tell you what went wrong — instead of finding out from a one-star review.
What you can do with it
- Build a survey with ratings, Net Promoter Score, multiple choice and free text.
- Publish it on a link anybody can open, or email it to a specific customer.
- Send it automatically as a step in a marketing automation.
- Route happy respondents to a public review and unhappy ones to a private recovery message.
- Read AI sentiment analysis of the written answers, with the themes people keep raising.
- Collect marketing consent at the same time.
Surveys belong to the organisation
You build a survey once for the whole organisation — there is no tribe-level survey builder. The tribe comes in per response: a survey requested from a contact, or sent by an automation, is attributed to that contact's tribe, and the review link can point at that tribe's own Google or Facebook page.
Permissions
Surveys use the Reviews permissions rather than having their own — View Reviews to look at surveys and results, Edit Reviews to build and send them, Delete Reviews to remove one.