The Survey Suite in Chatavise allows you to collect valuable feedback from customers, prospects, team members, and more. Whether it’s measuring satisfaction, gathering insights, or identifying areas for improvement, surveys help you act on real data to enhance your products, services, and overall experience.

This guide walks you through building a survey, sharing it, and analyzing results using Chatavise.



1. Why Use Surveys?

Surveys give you direct feedback from recipients—whether they are customers, prospects who opted into SMS marketing, or even your internal team. You can use this feedback to:

  • Improve your offerings and services

  • Track customer sentiment

  • Identify training needs

  • Discover opportunities for cross-selling or new services

2. Building a Survey

Accessing Surveys

From the Marketing > Surveys section, you can view all of your surveys, track statistics, and create new ones. Metrics include:

  • Sent: Number of surveys sent

  • Started: Number of surveys at least opened

  • Completed: Number of fully submitted surveys

  • Time Spent: Average completion time

Creating a Survey

  1. Click Create Survey and enter a display name and nickname.

  2. Add questions from your Question Bank or create new ones.

  3. Rearrange, mark as required/optional, and adjust the flow.

Best Practices for Survey Design

  • Limit to 5–10 thoughtful questions to avoid drop-offs.

  • Use a mix of question types:

    • Sentiment questions (ratings, smiley faces) to measure satisfaction.

    • Objective questions (true/false, counts) to track service quality.

    • Open-ended questions for rich feedback in their own words.

    • Multi-choice questions to gather interest in other services—great for upsell opportunities.

  • Use point values to create an NPS (Net Promoter Score) for quick insights.

  • Watch completion rates: under 15% often signals too many or unclear questions.

Customizing the Design

  • Adjust colors, branding, and images.

  • Enable dark mode if desired.

  • Allow draft saving for internal use (e.g., job-site team surveys).

3. Sharing Surveys

Chatavise offers multiple ways to distribute surveys:

  1. Share Links

    • Create unique links for email, social media, or other channels.

    • Supports anonymous submissions.

    • Optional: allow recipients to opt into SMS campaigns by entering their information.

  2. Workflows

    • Automate survey delivery using workflows (e.g., after a job is completed or a meeting is booked).

    • Connect to platforms like Calendly or your CRM.

    • Use Chatavise actions to send SMS with survey links.

  3. Manual Sending

    • Insert survey links into SMS campaigns or 1:1 messages.

4. Analyzing Results

Responses Tab

  • View all submissions.

  • Needs Attention responses flag negative or critical answers, alerting your team to follow up.

  • Assign surveys to team members for resolution.

Ranking Tab

  • Compare performance across locations and team members.

  • Drill into detailed responses to identify strengths and improvement areas.

Dashboard

  • See NPS scores, completion rates, and average time spent.

  • Visualize responses with charts (ratings, true/false breakdowns).

  • Use filters for location, team, or survey-specific insights.

5. Best Practices for Survey Success

  • Send via SMS: Expect completion rates of 15–25%, much higher than email’s 6–10%.

  • Time it right: Send within a few hours of the event or service to get accurate feedback.

  • Keep it short: 5 questions is a solid starting point.

  • Monitor metrics: If completion rates drop or times rise, simplify your survey.

  • Act on results: Use insights for training, service improvements, or targeted marketing.

Conclusion

The Chatavise Survey Suite makes it easy to design, distribute, and act on surveys that drive meaningful improvements. By following best practices and leveraging automation, you can turn feedback into actionable insights that benefit both your business and your customers.