> ## Documentation Index > Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt > Use this file to discover all available pages before exploring further. # Ask Customers How You're Doing (NPS or Satisfaction Survey) > Make a short satisfaction or recommend-us survey, share its link or send it by email or text, and read the score and comments 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. ## 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](https://mintcdn.com/locusdigital/pKzDFKAVni24IOrx/images/how-tos/marketing/sv-01-new-closeup.webp?fit=max\&auto=format\&n=pKzDFKAVni24IOrx\&q=85\&s=74676aaf32cc72a63ce83747c08ac0cb) 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](https://mintcdn.com/locusdigital/pKzDFKAVni24IOrx/images/how-tos/marketing/sv-02-questions-closeup.webp?fit=max\&auto=format\&n=pKzDFKAVni24IOrx\&q=85\&s=60b720a50d07ad1d14ad3cef577ee9cf) The two questions **4. Activate it** A new survey is a draft and takes no answers. Click **Activate** at the top right. ## 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](https://mintcdn.com/locusdigital/pKzDFKAVni24IOrx/images/how-tos/marketing/sv-05-send-closeup.webp?fit=max\&auto=format\&n=pKzDFKAVni24IOrx\&q=85\&s=ad2f3d408ea52a1815336f4b9ccba51a) 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](https://mintcdn.com/locusdigital/pKzDFKAVni24IOrx/images/how-tos/marketing/sv-03-customer-closeup.webp?fit=max\&auto=format\&n=pKzDFKAVni24IOrx\&q=85\&s=4475626382eff0273dffe3b5a1a9aa7b) The survey, as a customer sees it ## 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](https://mintcdn.com/locusdigital/pKzDFKAVni24IOrx/images/how-tos/marketing/sv-04-results-closeup.webp?fit=max\&auto=format\&n=pKzDFKAVni24IOrx\&q=85\&s=7484b9417bce2ef51f3fcd1a9f759500) One answer in ## 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](https://docs.hiveku.com/how-tos/workflows/start-when-a-deal-is-won.md) 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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.