Surveys let you create surveys to capture user feedback using a variety of question types and customization options. This article provides an overview of the key Surveys features.
Use cases for surveys
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Spot issues before they become serious
Set up an exit-intent or usability survey to show on important conversion payments, like your payment page. Analyze these responses with the help of AI to identify issues and watch session replays to understand the context. Segment users that give negative feedback to use in Impact Quantification to analyze the business impact.
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Measure user satisfaction and improve retention
Create an NPS survey by relying on a survey template and start tracking your user's sentiment over time. To give context to the results, watch session replays of users who gave negative feedback. Create a segment of detractors and apply it in Journey Analysis to get even more insights into their behavior.
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Validate assumptions, concepts, and designs
Use a survey template to create a concept or preference test. Use AI to automatically tag responses and quickly analyze results, letting you build a business case with customer proof. After launching your idea, create a feedback button to continuously collect feedback and improve your idea.
Key features of surveys
Surveys give context to quantitative data and help you understand what users are thinking. The key features of surveys are:
- Build surveys from a template to speed up the survey creation process.
- Choose which type of survey you want, to have control over its appearance and behavior.
- Select between several question types to keep users engaged and get more targeted responses.
- Use survey logic to control a respondent's journey through your survey by skipping or routing users based on their responses.
- You can customize the appearance of your survey to match your brand colors, include a company logo, and use a specific language.
- Target a survey only to appear when a user visits a specific URL, a JavaScript event is triggered, or based on attributes about the user.
- Receive responses from partially completed surveys for questions where the user has answered and clicked Next.
- Results and responses include metadata for the response, visual representations of the results for each question, survey performance data including completion rate, and the ability to filter responses and results.
- Connect what a user said with their experience by watching a Session Replay that included their response.
- Use AI to help create a survey, analyze results through sentiment analysis, generate an automated summary of responses, or automatically detect and add tags to individual responses.
Supported languages for Surveys
The language selected for a survey only affects the non-customizable text, which includes rating labels, input placeholder text, and Send or Skip buttons. Any customizable text needs to be manually written in your desired language.
It is not possible to create a single survey that dynamically adjusts its language. Each survey can only be configured to display in one language at a time, and customizable text will not be translated automatically. However, it is possible to target users with different language surveys you've created using User Attributes and Events.
Click to see a list of supported languages for surveys
- Afrikaans
- Albanian
- Arabic
- Bulgarian
- Catalan
- Chinese (Simplified)
- Chinese (Traditional)
- Croatian
- Czech
- Danish
- Dutch
- English
- Estonian
- Farsi
- Filipino
- Finnish
- French
- German
- Greek
- Hebrew
- Hungarian
- Indonesian*
- Italian
- Japanese
- Korean
- Latvian
- Lithuanian
- Montenegrin
- Norwegian
- Polish
- Portuguese
- Portuguese (Brazilian)
- Romanian
- Russian
- Serbian
- Slovak
- Slovenian
- Spanish
- Swahili
- Swedish
- Thai
- Turkish
- Ukrainian
- Vietnamese
- Welsh
Types of surveys
You can select from several types of surveys, depending on your appearance and functionality needs.
- Popover surveys show on the bottom of the page inside a widget that can be expanded or minimized, letting you engage with users at key moments in their journey.
- Button surveys appear as a customizable button that expands into a survey.
- Bubble surveys appear as a bubble icon that users can click to expand the survey. Similar to the Button survey, it encourages feedback with a visual icon.
- Embedded surveys are shown inline with your page content, providing you with context-specific responses.
- Full screen surveys appear in a modal window with a darkened background to focus user attention.
- Link surveys are hosted on a separate domain to your site, without the need for a tracking code, and can be accessed with a unique URL you can share across multiple channels.
Visit the Types of surveys article for more details on each survey type.
Special survey types
Some special survey types can be used to match your needs.
- Net Promoter Score® (NPS®) surveys use a 0 to 10 rating scale, with an overall Net Promoter Score for the last 30 days.
- Link surveys can be used when you don't want to install a tracking code on your site, which is required for on-site surveys (Popover, Button, Embedded, Full Screen). A link survey is shown on a dedicated page using a domain different from your site.
Understanding survey questions
When creating a survey, you can select different types of questions. Each type has a different purpose and can be customized to your needs.
- Reaction: Present a scale of 5 images (Buddies, Smileys, Emojis, or Stars) to collect quick user reactions. The scale labels are customizable, and an optional image can be added.
- Long text answer: Users can give extended written responses in a multi-line, scrollable text field. You can customize the questions and optionally include an image.
- Short text answer: Users can provide brief responses in a single-line field, with the option to add an image and customize the question.
- Email (with validation): Collects email addresses and ensures responses are in the correct email format. You can also customize the question and optionally add an image.
- Radio buttons: Users can select only one response from a list of possible options. This allows for customization of the question, optional comment fields, and response randomization.
- Checkboxes: Users can select one or more responses from a list of options. The question is customizable with response randomization and optional comment fields.
- 1 - 5 or 1 - 7 Rating scale: Give users a scale from 1 to 5 or 1 to 7. Rating scale labels are customizable, and the option to add an image is supported.
- Net Promoter Score® (NPS): Users rate from 0 to 10, with survey results providing an overall score for the last 30 days. Rating scale labels are customizable, and an image can be added.
- Statement: This shows text to users without requiring a response. It is useful for giving instructions, and you can customize the statement and description and optionally add an image.
For more details on question types see the Types of survey questions article. You can also explore how to route users to specific questions in the Using survey logic to skip survey questions article.
Analyzing survey data
Your survey responses can be analyzed using several features, such as directly investigating the responses and results, using AI for deeper insights, and creating an automated summary of a survey's results.
Responses and results
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Responses
View the individual answers and related metadata (e.g. Date, URL, Browser, Device). You can filter responses, show or hide data columns, add tags, and download responses for further analysis.
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Results
You can see a graphical representation of collected data, including sentiment analysis for short and long text answers, to quickly understand user sentiment.
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Performance
Examine the metrics for your survey including impressions, starts, completes, and completion rates. You can also see detailed breakdowns for user engagement and drop-off rates across each question.
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Filters
Use filters to narrow down survey responses based on date, page URL, survey completion status, whether a session replay was captured, keywords, and tags.
Find more details in the Understanding your survey results article.
Analyzing results with AI
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Sentiment analysis
Use AI sentiment analysis to automatically categorize responses as positive, neutral, or negative. Sentiment analysis helps you understand the emotional tone of the response. It can also be edited or used as a filter for deeper analysis of your results.
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Automated tags
Rely on AI-generated tags to help detect recurring themes in your survey responses. You can either define the tags yourself or choose from AI suggestions. Tags can be used to filter results and quickly find responses you're interested in.
Learn more in the How to analyze survey responses with AI article.
Creating an automated survey summary
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Generating a summary
With AI, create a high-level summary of your survey responses. The summary includes sections for key findings, quotes, and recommended next steps. This feature requires at least 20 responses with long or short text answers.
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Viewing and updating summaries
Generated survey summaries can be saved and shared with your team. You can update summaries to include the latest responses to ensure they remain relevant. Note that previous versions of the summary will not be retained when updating.
Integrations and forwarding responses
Integrations specific to surveys include:
- AB Tasty
- Google Analytics
- HubSpot
- Kissmetrics
- Mixpanel
- MS Teams
- Optimzely
- Responses API
- Slack
- Unbounce
- Webhooks
- Zapier
It's also possible to forward responses to the following:
- Jira: From your survey responses page, click the three-dot menu in the Actions column, then click 'Create Jira issue'.
- Trello: From your survey responses page, click the three-dot menu in the Actions column, then click 'Create Trello card'.
- Asana: From your survey responses page, click the three-dot menu in the Actions column, then click 'Create Asana task'.
- Linear: From your survey responses page, click the three-dot menu in the Actions column, then click 'Create Linear issue'.
- Email: From the Forward Response section of your survey setup, activate the 'Email' toggle and enter one or more email addresses. Only the first 24 responses per day are received via email to prevent your inbox from being overwhelmed.
Advanced usage and troubleshooting
Additional features with surveys include targeting based on URL, JavaScript Events, and User Attributes, which can also be used to filter responses.
See our troubleshooting and FAQ articles for further help
For general help using surveys, see the Troubleshooting FAQs for surveys article.
URL targeting
Make your survey or on-site invitation appear only when users visit a specific URL. Pages can be targeted based on simple match, exact match, starts with, ends with, contains, and regular expressions.
Event-based targeting
Trigger a survey to appear based on specific actions or changes on a page, such as a page scroll or a user viewing a particular page variant as part of an A/B test. This is useful when you need more dynamic or context-sensitive triggering and URL targeting is insufficient. Event-based targeting will override any URL targeting. Learn more in the article, How to use events for survey targeting.
User Attributes
With User Attributes, you can send us user-specific data, which lets you target surveys based on predefined conditions about a user on your site. You'll first need to configure the Identify API to send attributes, then set up the targeting on your survey creation page. Multiple attributes can be combined for more specific targeting. Responses can also be filtered by User Attributes to analyze your data further. See more in the How to use user attributes with surveys article.