CRM › Service & Feedback
Surveys & Feedback
NPS and satisfaction. A detractor raises an intervention rather than sitting in a report.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Service & Feedback
- Screen: Surveys & Feedback
Address in the console: /crm/surveys
List · 12 columns · 13 fields on its form · 3 of them required · 1 action
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Survey | Code | code |
| Name | Text | name |
| Type | Status | survey_type |
| Audience | Status | audience_type |
| Sent | Number | sent_count |
| Responses | Number | responses |
| Rate % | Number | response_rate |
| Mean | Number | mean_score |
| Promoters | Number | promoters |
| Detractors | Number | detractors |
| NPS | Number | nps |
| Status | Status | status |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Survey code required | Text | ||
| Name required | Text | ||
| Type required | Choice | Configuration list | |
| Audience | Choice | prospects, applicants, students, alumni, contacts, accounts, segment, event | |
| Segment | Choice | Looked up from existing records | |
| Event | Choice | Looked up from existing records | |
| Campaign | Choice | Looked up from existing records | |
| Introduction | Long text | ||
| Opens | Date and time | ||
| Closes | Date and time | ||
| Anonymous | Yes or no | ||
| Number sent | Number | ||
| Status | Choice | draft, open, closed, archived |
What you can do here
Record a response primary
Record a response
Asks for: Respondent type Prospect Score* Comment
* required
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.