NPS and CSAT surveys
Use the Surveys area in Studio to manage customer feedback. The survey list provides Surveys and Overview views, with list or grid presentation where offered.
Create and review a survey
- Open the survey creation form.
- Choose the survey type and complete the requested content and audience settings.
- Review the selected recipients and the delivery configuration before sending.
- After delivery, open the survey’s results to inspect responses and response timing.
NPS and CSAT measure different questions. Compare like-for-like surveys and time periods rather than combining their scores into one measure.
Understand the summary
Survey summaries can show NPS or CSAT scores, sentiment, cadence and trends. NPS results distinguish promoters, passives and detractors. A survey that has never been sent or has no responses should be treated as missing evidence, not as a zero satisfaction score.
Follow up and resend
Review feedback in context before choosing a follow-up. If you use a resend action, inspect the selected survey and recipient scope so that the action matches your intent. Check delivery and response results after sending.
Remove a survey
Use the survey’s delete action only after reviewing the confirmation. Removing a survey is separate from resolving the customer’s feedback.