FAQs

Troubleshooting? Start here! Answers to our most common questions.

John Ballinger avatar Gretchen Bloechel avatar Andrew Shanks avatar +1
20 articles in this collection
Written by John Ballinger, Gretchen Bloechel, Andrew Shanks and 1 other

What are "User Roles" and who should get what role?

User roles control AskNicely permissions: Admins can do everything, Users can respond to customers, Read-Only can only see the Dashboard.
Zach Dunham avatar
Written by Zach Dunham
Updated this week

How do I change Responses?

Mistakes happen! If a customer lets you know a Response needs to be changed due to an error on their part, here's how to make that happen.
Gretchen Bloechel avatar
Written by Gretchen Bloechel
Updated this week

How do I send event-based surveys with the CSV importer?

Send event-based (or "transactional") surveys with our CSV importer.
Zach Dunham avatar
Written by Zach Dunham
Updated this week

How is my NPS score calculated?

An 8 seems pretty good... how does NPS scoring work?
Zach Dunham avatar
Written by Zach Dunham
Updated this week

How do you collect feedback without hounding or bombarding customers?

How much is too much? Surveying weekly? Quarterly? Every 6 months?
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Why is my response rate so low?

Plenty of reasons - don't beat yourself up.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Can I see a report of everyone that unsubscribed? How about a spreadsheet of all my people currently in AskNicely?

We give you all the People data. Unsubscribed, Active, Inactive... the whole shebang.
Zach Dunham avatar
Written by Zach Dunham
Updated this week

Can I update my People data in AskNicely?

In almost all cases, yes - read on for how.
Zach Dunham avatar
Written by Zach Dunham
Updated this week

What can you tell me about AskNicely and GDPR compliance?

A whole lot! As a global company with EMEA and APAC customer bases, we take GDPR compliance very seriously.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Can I make my survey fancy?

I want it to really *pop*, you know?
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

How do I access, update, or delete personal data with AskNicely?

To handle GDPR concerns or delete data for a customer with privacy concerns, follow these steps in AskNicely.
John Ballinger avatar
Written by John Ballinger
Updated over a week ago

Why do my survey reminder emails look so plain?

"Who are you and what have you done with my CSS???"
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Can the surveys be anonymous?

Yes - but with significant caveats.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Do you only do email surveys, or can I do these within my own website?

Yes! As long as you capture an email in a login process.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Can you support different languages?

S'il vous plaƮt y danke!
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

How do I get more Google Reviews?

Use workflows and Google's 1-click workaround to drive traffic to your Google Maps-hosted business.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Why do the surveys look the way they do? Can I make them bigger?

Short answer: maximum deliverability and consistency of appearance.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

I can't make my integration do the thing I want it to do! Why not???

Let's talk about it! Integrations can be tricky beasts.
Zach Dunham avatar
Written by Zach Dunham
Updated over a week ago

Can I have more than one question?

But I have so many!
Andrew Shanks avatar
Written by Andrew Shanks
Updated over a week ago

How to Calculate Net Promoter Score (NPS)

What are the ratings, and how do you calculate your score?
Andrew Shanks avatar
Written by Andrew Shanks
Updated over a week ago