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A short survey tells you how customers feel while there’s still time to fix things. Hiveku has two well-known kinds ready to go, and you can build your own:
  • CSAT: “How satisfied were you?” on a 1 to 5 scale. Good right after an order or a support chat.
  • NPS: “How likely are you to recommend us?” from 0 to 10. A good once-a-quarter check on loyalty.
  • Custom: your own questions, with ratings, choices and open text.
This guide makes a satisfaction survey for Northwind’s coffee orders, answers it once through its link, and reads the result.

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Make the survey

1

Click New survey

Click Marketing in the left rail. On the Surveys card, click View & manage, then New survey.
2

Name it and pick the kind

Type a Name; customers see it as the survey’s title. Pick CSAT, NPS or Custom and click Create survey.
New survey: Name How was your coffee order?, outlined; Type NPS, CSAT chosen and outlined, or Custom; and Create survey, outlined

A satisfaction survey

3

Check the questions

CSAT and NPS start with their standard question and an open question for comments. Change the wording if you like, add more with Add question, and click Save questions. The first question is the score.
Questions: 1, CSAT (1-5), required: How satisfied were you with your experience with Northwind Coffee Roasters?, outlined; 2, Open text: Anything we could do better?, outlined; Add question and Save questions

The two questions

4

Activate it

A new survey is a draft and takes no answers. Click Activate at the top right.

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Get answers

There are two ways to reach customers:
  • Share link: copies a link anyone can open, with no sign-in. Put it on a receipt, in a newsletter or in a chat. Answers from it are anonymous.
  • Send: pick CRM contacts or paste email addresses, choose Email, SMS or Auto (email if there’s an address, otherwise a text), and click Send to the number of people. Each answer is tied to the contact.
Send tab: CRM contacts, Search contacts by name or email, outlined; Or paste emails; Channel Auto, Email or SMS, outlined; and Send to 0 recipients

Sending to your contacts

People surveyed recently are skipped, so nobody gets asked twice in a short time, and texts only go out between 9 am and 8 pm in your time zone. This is what a customer sees. They tap a score, write a comment if they want, and click Submit.
The survey page with the Northwind logo and How was your coffee order?: How satisfied were you with your experience with Northwind Coffee Roasters?, with 4 of 5 chosen, outlined; Anything we could do better?, with a comment; and Submit

The survey, as a customer sees it

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Read the results

Open the survey and click Results. The score at the top left is the share of happy customers (4 or 5 out of 5 for CSAT). Below it are the breakdown, the trend over 12 weeks, each question’s answers and the latest responses.
Results: CSAT 100%, outlined, Sent 0, Responses 1; Score breakdown, Satisfied 1 (100%); 12-week trend; By question: the satisfaction question, average 4; Anything we could do better?, the comment, outlined; and Recent responses, Anonymous

One answer in

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Good to know

  • Act on answers automatically. The workflow trigger Survey Response Received starts when someone answers, so you can, for example, create a task when a score is low. See Start a Workflow When a Deal Is Won for how a trigger is set up.
  • Turn happy customers into reviews. Under Settings, Promoter redirect sends people who give the top score to a page you choose, such as your Google review page.
  • Pause sets the survey back to a draft, so its link stops taking answers. The bin on a survey’s card archives it.