Create and manage customer surveys in the Feedback section
/surveys URL redirects to /service/feedback, and links you have already shared with respondents keep working. For CSAT-on-resolve, NPS, CES, and detractor close-the-loop, see Feedback & CSAT Programs.Collect feedback from customers and contacts using structured surveys.
The Feedback section lets you create structured surveys to collect feedback from your customers, prospects, and contacts. Use it to measure customer satisfaction (CSAT), gauge loyalty (NPS), measure effort (CES), gather product feedback, or collect any other information you need from your audience. Because Feedback lives on the same customer records as the rest of the CRM, responses attach to the person and company who gave them.
View all surveys and their current status.
Build a new survey with questions and configuration.
Go to Service → Feedback and open the builder. Start from a CSAT, NPS, or CES preset, or build a custom survey from scratch. A live preview shows exactly what respondents will see as you build.
Build your survey by adding questions of any supported type — rating scales (NPS 0–10, CSAT and CES), single-select, multi-select, yes/no, short and long text, date, email, and phone. You can add as many questions as needed, with conditional follow-ups and logic jumps.
For each question, you can set whether it is required or optional. For Multiple Choice questions, add the answer options that respondents can choose from.
Preview your survey to ensure the questions and flow are correct. When ready, change the status to Active to start collecting responses.
Choose the right question type for the feedback you want to collect.
Manage the lifecycle of your surveys.