Your Surveys
Everything lives under Surveys in the menu. Every business starts with one survey, Post-purchase NPS: it asks how likely the customer is to recommend you, then why. With Surveys Pro you can add as many surveys as you like, from templates or from scratch.
For an overview of what surveys do, which plans include them and what they cost, see NPS and customer surveys.
Each survey is On, Paused or a Draft. Drafts are never sent. A paused survey isn't sent automatically after orders, but you can still send it by hand from a contact. Only owners and admins can change surveys; everyone on your team can see them and their results.
What NPS Measures
Net Promoter Score asks one question, how likely someone is to recommend you, on a 0–10 scale. Scores of 9–10 are promoters, 7–8 passives, 0–6 detractors. Your NPS is the percentage of promoters minus the percentage of detractors.
Surveys Pro adds two other kinds of score: CSAT (how satisfied someone was, 1–5) and customer effort (how easy it was, 1–7). Only NPS surveys count towards your NPS, so a CSAT 4 is never read as an NPS 4.
Sending a Survey
A survey goes out in one of these ways, set under How it’s sent when you open it:
- After an order is delivered: automatically, a set number of days later. Only one survey can do this at a time. Only orders delivered after the survey was switched on (or last resumed) count, and only within 30 days of the wait, so past orders are never surveyed in a batch.
- Every so often, to each person (Surveys Pro): relationship NPS. Everyone in the survey’s audience gets it every 30 to 730 days (180 to start with). By default that’s your customers, meaning contacts with at least one order or booking; you can choose everyone with an email address instead, which includes leads, enquiries and quotes. When you switch it on it goes out to up to 50 people every 15 minutes (fewer through your own mailbox) until everyone has had it, then to each person again when their turn comes round. Several surveys can do this at once.
- Only when I send it: from a contact’s page (Send survey), to a selection of customers from the Customers list, or to a list (see below). If you have more than one survey, you pick which one.
Choosing who gets it (Surveys Pro)
A survey sent after orders, or every so often, can go only to contacts with certain tags: under Only contacts tagged, pick one or more of your tags (each shows how many contacts have it). With more than one, choose whether a contact needs any of them or all of them. Everyone means no tag is needed. Sending a survey by hand from a contact ignores its tags: choosing the contact is the choice. Add tags on a contact’s page, or to a selection from the Customers list.
Nobody gets more than one survey every 14 days. A review request and a survey count separately, so turning both on doesn't hold the survey back, but Dinopix leaves at least 2 days between them so a customer never gets both on the same day.
Survey limits and reminders (Surveys Pro)
With Surveys Pro, each survey has two more settings under How it’s sent:
- Don’t send to anyone surveyed in the last N days: anyone sent any survey in that time is skipped, whichever survey it was. It can be 14 to 365 days. New surveys start at 90 days; your Post-purchase NPS, and any survey made before this setting existed, stay at 14. With a limit over 14 days, a survey sent after orders skips any order more than 14 days past its send day, so nobody gets asked about an old order. A reminder counts too: the limit runs from the reminder, and no review request goes within 2 days of one.
- Send one reminder if there’s no answer: 1 to 30 days after the survey email, the same email again with “Reminder:” at the start of the subject. Answering either one counts once. There’s only ever one reminder, and none for anyone who has answered, unsubscribed, changed their email address or been sent another survey since. When you turn reminders on, people whose reminder would have been due in the past week get it straight away; anyone earlier doesn’t. Reminders still go while a survey is paused, since you can still send it by hand. A survey handed to your marketing tool gets no reminder from Dinopix; set one up in your tool.
A survey sent every so often still keeps to its limit: if the limit is longer than the interval, people get it once per limit instead.
Sending to a list (Surveys Pro)
Open a survey and choose Send to a list. The list can be:
- Contacts with tags: everyone with any (or all) of the tags you pick, or every contact.
- A CSV file: one row per person with a column of email addresses (name columns are used if there are any). People who aren’t contacts yet are left out unless you tick Add them as contacts. Only tick it if they’re your customers and expect to hear from you. They’re added tagged with the list’s name.
- A selection on the Customers page: select contacts, then Send a survey.
Before anything is sent, Check who gets it shows how many will get the survey and how many are skipped, and why: no email address, unsubscribed, surveyed inside this survey’s limit, sent a review request in the last 2 days, or the same address twice. The same checks run again as each email goes, so someone who unsubscribes in the meantime is still skipped.
A list can have up to 10,000 people. The first 50 go straight away and the rest go out every few minutes, about 1,500 an hour (about 240 an hour through your own mailbox over SMTP). The survey’s Lists section shows how far each has got and why anyone was skipped, and you can cancel a list while it’s going. Up to 3 lists can be going at once.
Pausing the survey doesn’t stop a list that’s going: cancel the list for that. If a list can’t send for a while (your email provider needs attention, or your plan no longer includes Surveys Pro), it waits and shows why, then carries on once that’s fixed. A list that can’t send anything for 3 days stops.
Without Surveys Pro you can still select up to 200 contacts on the Customers page and send them your Post-purchase NPS, with the same check first.
If you remove Surveys Pro, reminders and surveys sent every so often stop. If your Post-purchase NPS was set to go out every so often, it stops too until you choose After an order is delivered on it again. It keeps its limit and tags until you choose Go back to 14 days, no reminder and Send to everyone again.
When a customer replies to the survey email, the reply goes to the address under Replies go to in the automation settings, or to the account owner's email if that's blank. See Email Templates & Branding.
Sharing a Link or QR Code (Surveys Pro)
A survey can also be answered by anyone with its link, without an email: put it on a receipt, your website, social media or an email you send yourself, or print its QR code for your counter. Open a survey and go to Share a link or QR code, then choose Make a link. You can copy the link, and download the QR code as a PNG, or as an SVG for printing at any size.
If you have more than one location, you can also make a link for each one. Answers from a location’s link belong to that location, so they show under it in By location and in the location filter. Answers from the survey’s own link have no location.
Each link can ask for the person’s email or not: Don’t ask, optional or required. An email typed on the form isn’t confirmed, so anyone could type anyone’s address. If it matches one of your contacts, the answer shows on their contact page and in Results marked Via link · not confirmed, but it never counts as theirs for anything else: it doesn’t start a follow-up task or a webhook for them, and Dinopix won’t email a reply to a typed address. Answers with no email show as Someone via the link.
The page asks the survey’s scored question, then its follow-up questions, then offers the same public review link as the email does. To keep it free of spam, each answer passes an automatic “not a robot” check, the number of answers from one place is limited, and each browser can answer once a day (answering again that day changes their answer).
A link only opens while the survey is on and you have Surveys Pro. You can turn a link off and on again, or make a New link, which stops the old link and its QR code working straight away. Removing a link keeps the answers it already collected.
Answers from links aren’t in the response rate, which counts the surveys you sent. Results shows how many came from links beside it.
The Email and the Questions
The email shows your message and a row of score buttons. Tapping a score opens a thank-you page with the survey’s follow-up questions. You can change the email’s subject and message on any survey; the score buttons and the unsubscribe link are added for you.
With Surveys Pro you can also change the questions: long or short answers, pick one, pick any, or yes or no. Each question can be required, and can be asked of everyone or only of people in a score band, for example asking detractors what went wrong and promoters what they liked. The preview beside the questions shows the page for any score.
Logic and pages
A question can also have Only ask if conditions, which look at the score (for example 0 to 6) or at the answer to an earlier question: a choice that was or wasn't picked, yes or no, or whether it was answered at all. All of a question's conditions must hold for it to be asked, and it shows or hides on the page as the customer answers.
A long survey can be split into pages, each with an optional title and a line of introduction. Customers see one page at a time, with Back and Next and a progress bar, and everything is sent when they finish. Choose Split it into pages at the top of the questions, then move each question to its page.
After each page you can add if / else jumps: if a condition holds, go to a later page or straight to the end; otherwise, go to the next page (or any later one). Jumps only ever go forward, so a survey always finishes. A question on a page the customer skipped isn't required, and pages with nothing to ask that customer are skipped too. The preview walks the pages the same way, so you can try each path before you save.
Removing a question also removes any conditions that looked at it, and a jump left with no conditions is removed too. Removing a page moves its questions to the page before, and jumps to it go to the page after (or to the end, if it was the last page). If you change an option that a condition uses, Dinopix asks you to fix the condition before saving.
Seeing the Results
Go to Surveys > Results. Under Showing, pick All NPS responses or any one survey, which is shown on its own scale. Then pick a Period: this month, last month, the last 3 or 12 months, all time, or your own dates. Everything on the page follows the period you pick:
- Your score (or the average, for CSAT and effort surveys) and how many people answered in each band
- Your response rate: of the surveys sent in the period, how many were answered, even if the answer came after the period ended
- A trend, by day, week or month depending on the length of the period
- By location, if you have more than one, and a Location filter. A response belongs to the location of the order that triggered the survey. Surveys you send by hand from a contact, and orders that have no location, show as No location
- Every response, newest first. Open one to see its answers to the follow-up questions
You'll also find a score tile on the dashboard, an NPS card on Analytics that follows the period and location group you pick there, and each customer's responses on their contact page.
With Surveys Pro, Results also shows what customers mention in their comments, the change since the previous period, results by survey and by customer tag, and lets you export the responses as a CSV.
After Someone Answers
Everyone who answers sees the same thank-you page, with your logo and accent colour: the follow-up questions, which you see privately, and a link to leave a public review if they want to. The link is the same whatever they scored, and whatever questions they were shown.
That matters. Sending only high scorers to a review page, and steering low scorers away from it, is review gating, which Google's review policy and Trustpilot's guidelines both forbid. See Automated Review Requests.
Follow-Up Tasks
Under When someone answers in CRM Settings > Reviews & NPS, turn on follow-up tasks and Dinopix creates one for each new response that needs attention: a thank-you for anyone in the top band (9–10 for NPS), and a follow-up for anyone in the bottom band (0–6 for NPS). The task goes to the contact's owner. Creating a task doesn't email anyone.
Follow-Ups (Surveys Pro)
With Surveys Pro, every low score becomes a follow-up under Surveys > Follow-ups: NPS 0–6, CSAT 1–2, or effort 1–3. It is assigned to the contact's owner, if they have one and still work with this business, and starts as Open. If a customer whose follow-up was resolved gives another low score, it opens again. The tab shows how many need attention.
- An alert straight away. The person it's assigned to (or the account owner) gets an in-app notification, and the verified addresses on Email recipients · Reviews & inbox get an email (the account owner, if that list is empty). The account owner can turn the email off under Settings > Notifications.
- Assign it and track it. Move it between Open, In progress and Resolved, and assign it to anyone on your team who works with this business. They're notified.
- Reply to the customer. Write a reply on the follow-up and it's emailed to the address the survey went to, with their feedback quoted below it. When they answer, it goes to the address under Replies go to, or the account owner. Sending a reply moves an open follow-up to In progress. Dinopix won't send a reply to a customer who unsubscribed from your emails, or whose email has changed since the survey; contact them from your own inbox. You can send up to 5 replies to one response a day.
- Notes and history. Add notes only your team can see. Every change, reply and note is kept in the follow-up's history.
Any response can become a follow-up: open it in Results and choose Follow up. Responses from before follow-ups existed aren't opened automatically.