Surveys

What is it for?

Surveys allow collecting guests' opinions with customised questionnaires, sent via email, SMS or WhatsApp. To access them, choose the Surveys entry from the side menu.

? Screenshot: survey list with counters

From this section it is possible to:

• create surveys, from scratch or from a template, with a 3-step wizard;
• build the questions and the translations;
• customise the public page appearance (shared by all surveys);
• consult results and statistics.

The survey list

At the top the Total, Published and Drafts counters; at the top right Public page appearance (the branding, valid for all surveys) and Create survey. Each row shows name, title, date, languages (with a warning icon if a translation is incomplete), status, sent count and responses with the percentage.

The actions: the one-click status change (Draft → Publish, Published → Archive, Archived → Reactivate), Edit and Preview (opens the real public page in a new tab). From the ⋮ menu: Questions, Translations, Results, Statistics, Copy public link, Send preview (test message via email, SMS or WhatsApp — the latter only with the WhatsApp Premium number connected), Duplicate (opens the copy's editor right away) and Delete.

? Screenshot: list actions

Creating a survey

Click Create survey: there are two ways to start.

• Start from scratch: configure the survey field by field;
• Use a template: start from a predefined survey (the selector shows how many questions it contains) and customise it.

Creation is guided by a 3-step wizard.

Step 1 · Basic data

• Survey name: the internal name (the guest does not see it).
• Default language: the survey's starting language.
• Title shown to respondents and Introduction: the title and text the guest sees at the top.
• Include first question in the email body: puts the first question directly in the invitation email. If enabled, the Immediate redirect to review portal can also be enabled: guests who answer positively are sent straight to Google or TripAdvisor (the options are selectable only if the respective review link is configured on the property).

Step 2 · Invitation channels

Here you write the texts of the messages inviting the guest to fill in, for each channel:

• Email: Email subject, Email title, Email subtitle, Email body and Button label (CTA).
• SMS: text of max 160 characters; the survey link is automatically appended.
• WhatsApp: message text; the link is appended automatically here too.

For each channel, placeholders (e.g. guest data) are available by clicking in the field and choosing the tag.

Step 3 · Satisfaction threshold

A two-handle slider (0-10) splits the answers into three bands: Negative (red), Neutral (yellow) and Positive (green). For each one you write the landing text — Landing — Satisfied users, Landing — Neutral ratings, Landing — Unsatisfied users — i.e. the page the guest sees after completing, based on their score.

Click Save draft: the survey is created as a Draft and you are taken directly to the Questions editor.

Building the questions

In the Questions tab, click Add question and choose the type. Questions are cards that can be reordered by dragging, edited and deleted.

? Screenshot: question editor

The available types:

• Open questions: Short answer, Long answer.
• Scales and ratings: Numeric scale (with min/middle/max labels), Stars (3/5/10), Number.
• Contacts and info: Email, Phone, URL, Date.
• Choices: Multiple choice, Single choice, Multiple rating (matrix, with scale and min/max labels); on choices the free-text “Other” field can be enabled.
• CRM data and consents: First name, Last name, Marketing consent, Privacy consent (the latter is always required). These fields update the customer's CRM record directly.
• Structure: Text block (informational text) and Page break (splits the survey into multiple pages).

For each question you set the text and — where the type allows it — the description, the options and the Required flag. Score-based questions (Scale, Stars, Multiple rating) have the Include in score calculation flag.

Translating the survey

In the Translations tab choose the language and use Translate all with AI: AI-translated fields stay highlighted until reviewed. The public page, the invitation messages (email, SMS, WhatsApp), the landings and the questions are translated; each group shows its status (Complete, Incomplete, Not started). Finish with Save translations.

The public page appearance

The Public page appearance button opens the graphic settings valid for all surveys: Primary color, gradient background (start/end), Property logo position, Corner style and decorative background pattern. On the right, the Live preview.

Results and statistics

• Results: the list of responses in List or Table view (matrix with one column per question), with the Channel column (sent by Automation or via Public link), the score badge coloured by band, the detail of each submission and the link to the respondent's CRM record. Export CSV available.
• Statistics: Total responses, Overall average, how many Satisfied / Neutral / Unsatisfied, and the per-question detail with option distribution bars. Export CSV here too.