Can I have more than one question?
We are exclusively focused on NPS, so based on that framework we provide the ability to ask 1 question, followed by request for comment; not multiple questions.
This invites the customer to share what's most relevant to them, and we have found that keeping this direct and simple increases the response rates.
Can you support different languages?
Yes, you can change the text in your survey if you need this to be in another language. If your business deals with multiple countries and languages, you can set up a different template for each one.
Do you only do email surveys, or can I do these within my own website?
We do have the option to do in-app NPS. It's a little bit trickier to set up, and we often find that sometimes the response rates are not as good as email, because we may be interrupting your user in the middle of a task.
If you're wanting to do in-app surveys, have a think about the best time to ask your users (maybe after checking out?), and get in touch with us.
Do you send out follow up reminders if someone doesn't reply?
No we don't - we find this is an old survey mentality and is used when you have low response rates. For the user it can be super annoying and potentially affect your responses and unsubscribe rates because it causes pressure on them to respond, so it's not a feature that we have.
Can the surveys be anonymous?
We can turn this on in your account, it can be a really good way to get people to be completely honest with their responses. It's perfect if you're using your account for Employee NPS
Can I customise the survey?
There are customisation options - you are able to change the logo, colours and text to help this reflect your brand. You can add in some custom CSS, and there is also some survey logic to change the confirmation messages based on the customer's score too.