Prepare the questionnaire, check delivery, understand responses, and organize follow-up when something needs attention. Each guide covers one specific step.
A survey collects a response in a given context. When a customer shares feedback, that response may become a signal for your team to review. A signal does not automatically become a priority or action case. Feedback volume, the analyzed period, the nature of the question, and the visit context influence how this information is read. Recovery is a follow-up process intended to reopen dialogue; it guarantees neither resolution nor retention. Available features, channels, and automations may vary according to the journey and account configuration.
The flow helps distinguish four possible moments. It does not assume that every survey automatically passes through every step.
The survey is prepared according to the questions, sending options, and settings available in the journey used.
When a customer responds, the submitted information may be associated with the context available in the relevant journey.
The team can review the response while considering the question, period, response volume, and intervention context.
When the corresponding features are used, the team can organize follow-up, document actions, and assign an available priority or status.
Explore articles according to the stage of your customer-listening and follow-up process.
Structure questions and understand available response and sending options.
Learn how to select questions, define the structure, and adjust available settings without promising a response rate.
Read the article →Learn which elements to review to understand the sending options available in your journey.
Read the article →See how to prepare a response experience designed to reduce customer effort without guaranteeing more responses.
Read the article →Diagnose unexpected sending behaviour without assuming a universal list of causes.
Review the appointment journey, associated contact details, and applicable rules to document the observed behaviour.
Read the article →Distinguish aggregated results, individual responses, and signals to review.
Consider response volume, the observed period, question type, and the context of the interventions.
Read the article →Understand the difference between a response and a signal to review. A signal warrants verification; it is not an automatic verdict.
Read the article →Prioritize and document follow-up when the corresponding features are available.
Priority may account for urgency, impact, available information, and relevant history. It is not based on a universal formula.
Read the article →Learn how to group information, document actions, and use a status when those features are available in your journey.
Read the article →Logic distinct from the normal survey cycle.
Referrals may be part of the customer relationship, but they follow a separate validation process and do not result automatically from a positive response.
Read the article →Review the product pages and complementary guides that match your need.
Learn about documented features for preparing surveys, collecting responses, and reviewing customer feedback.
View the page →Learn about the documented approach for qualifying certain signals and organizing follow-up when those features are used.
View the page →Learn the documented logic of codes, rewards, and their validation in referral journeys.
View the page →Learn about the main information categories that may be relevant according to the features used.
Read the guide →Specify the journey and page, survey type or context, expected channel, observed result, exact message, approximate date and time, and a sanitized screenshot if useful. Never send a password, authentication code, key, token, technical secret, or unnecessary personal information.
