Custom Surveys

Design and create surveys with customizable questions and question types.

Custom Surveys Overview

Custom surveys can be used for customer satisfaction, renewal sentiment, ease of implementation, capturing product requests, or even for one-off use cases.

For example, in some cases, you may want to capture information once for a particular time, specific reason, or individual customer. But, for something like satisfaction, you may want to track that evolution over time, and using our surveys, you can! You could keep it open forever and collect customer responses in one place to compare the results. Even more powerful, you could remove or add new questions over time without impacting your data.

Custom Surveys is an add-on product available for purchase directly from Settings > Account & Billing (Admins only), or through your Vitally CSM. Try out Custom Surveys for free with up to 100 survey responses. Once you surpass 100 responses, any further responses will be unavailable until you upgrade.

How to Create a Custom Survey

How To	How To Visual
How to Create a Custom Survey Navigate to your Settings (⚙️) by selecting your Account Logo on the top left Under Activity navigate to Surveys Select New Survey on the top right Replace New Survey with a Name of your choice By default there is a Welcome and Goodbye that you can customize or delete (hover over each and a trash can will appear) Welcome screen: This is what customers will first see before entering the survey Goodbye screen: This will appear when they're done filling in the survey (*Tip: you can add a call to action button that takes them to another URL of your choice) On the left hand panel you'll find all the different questions available to add to your custom survey. Select or drag and drop any question in the order you want As you add questions, you can change the order of the already added questions by dragging and dropping Once you select a question type, on the right panel you can start to customize it by adding things like name, text, options, etc Toggle 'required' if you want to make that question required for all customers Add user variables using the { key to personalize the survey. This will, for example, allow you to embed the user's name! You can allow unlimited responses by selecting the meatball menu (three dots) on the top right next to publish and toggle Unlimited Responses Once you're done adding questions and customizing each one, select the Preview tab to test out your custom survey You can publish your survey by selecting Publish on the top right To share, go to the Share tab. You'll have 4 options here: Embed in a Conversation: When you send a Survey through Individual Conversations, each recipient receives a special link that automatically verifies their email. To embed your survey, type “ / ” in a conversation and choose the “Custom Survey” block. Add to a Playbook: Embedding your Survey in a Conversation within a Playbook is the best way to easily automate your send outs at-scale. To embed your survey, type “ / ” in a playbook conversation and choose the “Custom Survey” block. Send a personal link: Personalized links are unique to a single user and do not require any additional steps to verify their email. They’re great to quickly share with one person, but, because they’re individual they can’t be used at-scale. User a generic link: Generic links require recipients to verify who they are via additional steps, so we know who to map their response to. We don’t recommend this method, as it could lower your response rate due to the additional steps. Once you've sent this to customers, you can view the results in the results tab!
Deleting a Custom Survey: Navigate to Surveys in your Settings page, then via a meatball menu “…” you'll see an option to delete the survey in its entirety, including all content and results data.
Editing a Custom Survey Once a survey is published, you can un-publish it and anyone who goes to that survey moving forward will not be able to access it. You can add or delete questions at any point, but if you're editing an existing question where you've already gotten responses, you cannot change the 'type' of the question. The drop-down will be greyed out. Please note that edits to a published Custom Survey won't retroactively apply to already submitted responses; they will only apply moving forward. If you open a response from the Surveys setting page, and that person responded before a new question was added; you'll see a call out (see photo on right). If a question is deleted before it has responses, it will not show up in the results, but if you've already received responses to a deleted question, you do not lose those responses.
Previewing a Survey You can preview a survey from the Preview tab in the surveys setting page or you can preview a survey when embedding it into a Conversation or Doc. When you type "/" to embed the survey, if you hover over the survey you are thinking about embedding, you'll see an icon to the right of the survey name that will open the survey in another tab to preview

Sharing a Custom Survey

There are 4 ways you can share a Custom Survey:

1. Embed in a Conversation: When you send a Survey through Individual Conversations, each recipient receives a special link that automatically verifies their email. To embed your survey, type “ / ” in a conversation and choose the “Custom Survey” block.

2. Add to a Playbook: Embedding your Survey in a Conversation within a Playbook is the best way to easily automate your send outs at-scale. To embed your survey, type “ / ” in a playbook conversation and choose the “Custom Survey” block.

3. Send a personal link: Personalized links are unique to a single user and do not require any additional steps to verify their email. They’re great to quickly share with one person, but, because they’re individual they can’t be used at-scale.

4. User a generic link: Generic links require recipients to verify who they are via additional steps, so we know who to map their response to. We don’t recommend this method, as it could lower your response rate due to the additional steps.

Custom Survey Use Cases

1. Gather Feedback: Sentiment-based Surveys - You need to know how the customer feels about you (product or service) to make better decisions about your offering.

2. Inform Work: Collaborative Surveys - You need to know details about the customer’s business to craft better experiences that drive desired outcomes. Send a custom survey to inform by capturing critical information related to complex projects, like implementation, to streamline the process and increase efficiency.

3. Deliver Value: Differentiated Surveys - You need to use feedback to drive meaningful engagement in a tailored yet scaled approach to unlock more customer value. Leverage Surveys to gather insights around customer objectives and use cases to trigger powerful automation that meets customers where they are.

4. And many, many more!

Custom Survey Customer Experience

Authentication screen

Similar to docs, when a user receives a link they will need to verify their email before responding. This involves them entering their email. If they are indeed a tracked user in Vitally (email input must match email in Vitally), they’ll receive an email with a unique link to respond. The image above is what the customer will see, your company name and logo will appear on the top left.

If the user already has a personalized link that is unique to them, they should bypass the verification screen and go straight to the survey screen.

If a Custom Survey is been unpublished, Users should see a screen explaining the survey is no longer available.

Viewing & Using Custom Surveys

Viewing Custom Survey Responses

You can view responses to your Custom Survey(s) in a few ways. Depending on what you're trying to visualize will depend on what you want to look at. You can view responses:

1. Surveys List Page: This will be found under Settings > Surveys and is that first page you arrive at. It gives you data such as status, created at, last response, and more.

2. Results Tab: This can be found when you navigate to a specific Custom Survey from the Survey Settings page. You'll see data like recipient, submitted date, and the responses to all questions in your survey.

3. Table View: Create a table view to view Survey responses

4. Dashboards: Visualize with Dashboards to track Surveys

5. 360's: View in an Organization, Account, or User 360

Surveys List Page

The surveys list page (found in Settings > Surveys) contains important analytics regarding the survey’s performance. These include the number of people who viewed the survey, how many began answering, the number of responses, and the overall completion rate.

1. Status: Will state if the survey is published or unpublished

2. Created at: When Custom Survey was created (not published)

3. Last Response: Date of latest response received

4. Viewed survey: Those who verified (or were pre-verified) and viewed the survey. Regardless of if they submitted it or not.

5. Began answering: Those who answered at least one question. Regardless of if they submitted it or not.

6. Submitted responses: Those who successfully submitted the survey

7. Completion Rate: Is the calculated by (Completed survey) / (Seen survey)

Results Tab

The results tab can be found when you're in a custom survey in settings. Here you'll see:

1. Who viewed the survey (regardless of whether they submitted or not)

2. Began answering (regardless of whether they submitted or not)

3. Submitted responses

4. Completion rate (which is calculated by (Completed survey) / (Seen survey))

5. A table-like view of all responses

Table View

You can create a table view with responses for specific custom surveys. You can filter to narrow down who's results you want to see as well as pick and choose the columns you want to see in this view. A few things to keep in mind:

• You will be required to select the survey whose responses you want to display (No cross-survey table views)

• The columns will be the questions on the survey (You can still add account-level columns)

• Calculated traits are a great solution to display cross-survey data!

Dashboards

You can create widgets of survey data similar to how you create any other widget. A few things to keep in mind:

• You will be required to select the survey to display

• Metric values restricted to Survey data object (No account level calculation using survey as source)

• Sum & Average functions are limited to questions with scales (#️⃣, ❤️, ⭐️ are supported - emojis are not)

Organization, Account, and User 360

Go to any Organization, Account, or User 360 and under Related Objects, select Surveys to see all the surveys sent to that object.

Using Custom Surveys

How To	How To Visual
Deleting responses Deleting this response will remove it and its data from the survey, and anywhere it is leveraged. To delete a response: Navigate to Settings on the top right of your Account Scroll down to find Surveys under Activity Select the Survey in which you want to delete responses Navigate to the Results tab Select the name under the Respondent column which will open a panel on the right side On the top right you'll see a trash can icon to delete the response
Response tray Clicking on a response will open a response tray of results for a particular respondent This tray will contain the associated account, response date, and responses to your survey From here you can also delete the response, which will permanently delete that response from anywhere else this survey may be used
Calculated Traits You can create calculated traits of survey data similar to how you create any other calculated trait. You will be required to select the survey to display (One trait per survey template) Roll-up calculated traits are not supported (Numerical functions: count, unique, sum, avg) Filters based on submission date, respondent, or specific survey responses (Number functions, but can filter on open-text data)
Triggering Playbooks from Custom Surveys Trigger off custom survey responses to update or perform actions such as following up via email. This will work as most other objects in Playbook.
Add a Custom Survey to a Conversation Embedding a Custom Survey in a conversation is the best way to share with your customers. This can be hyperlinked or a button in your conversation by simply typing backslash "/" > selecting custom survey > then select the survey you want to embed
Add a Custom Survey to Docs Similar to conversations you can hyperlink or add a button in your Doc by simply typing backslash "/" > selecting custom survey > then select the survey you want to embed When embedding the Survey in the Doc, you can edit the size, button alignment (left or center), or change the color! You can not add a Custom Survey to a Team Doc.

Custom Surveys FAQ

Q: Why is there is a warning that I'm over my 100 free survey responses? A: There is a banner to warn you if you are approaching or have exceeded your allotted number of survey responses. You get 100 free survey responses but you have the opportunity to upgrade if you wish (Admins only). You can reach out to your CSM or [e-mail] to learn more! You can also self-serve and add Custom Surveys from your Account & Billing page in settings.

Q: If we got more than 100 responses then what happens to the other responses? For example, if I send the survey to 200 users, then received 150 responses…what happens to the 50 responses? A: Those will be hidden. To unhide them, you'll need to upgrade.

Q: Who can create Surveys? A: To create and send surveys, you must have the Admin or Leader role in Vitally. Team Members and Observers will not be able to author surveys, but Team Members can send Surveys.