Create a survey

A survey asks your users questions inside your app and collects the answers in your dashboard. Common use cases:

• Measure loyalty with an NPS question
• Ask how satisfied users are after they’ve used a feature
• Find out why users cancel

Start a survey

A survey lives inside a pop-up. There are two ways to start one.

From a template. In your dashboard, click Flow Editor. Under Create From Template, click Ask for feedback and pick a survey: Measure loyalty (NPS), Ask how satisfied users are, or Find out why users leave. You get a pop-up with the questions already written.

From scratch. Start a new pop-up, click into it, click a +, and choose Survey. The survey starts with one NPS question.

Write your questions

Click the survey to edit it. Each question has a Question text and a Type:

• NPS: a 0 to 10 scale for “How likely are you to recommend us?”
• Rating: a scale shown as Stars or Numbers
• Single choice: users pick one of the options you write
• Multiple choice: users pick any number of them
• Text: users type an answer in their own words

Turn on Required if users must answer a question before they can go on.

Click + Question to add another. Users answer one question at a time and end on a thank-you message, which you can reword under Survey texts.

Change a survey that’s already collecting answers

You can keep editing a survey after it’s live. What happens to the answers you already have depends on the change:

• Rewording a question or an option keeps its answers.
• Changing a question’s type starts a new question. The earlier answers stay in your results, marked No longer in the survey.
• Removing an option keeps the answers users already gave for it, marked as no longer an option.

Choose who is asked, and when

A survey appears when its pop-up appears, so you set this on the pop-up:

• Where: the page under Show on URL. For a cancellation survey, that’s your cancel page. See URL targeting.
• Who: for example only users on a paid plan. See Segmentation.
• How often: see Frequency.

A new pop-up is set to show 1 time, which means each user is asked once, whether they answer or close it. What counts is closing the pop-up, not answering. If you raise the number, users who already answered are asked again too.

Publish

Click Publish to start asking your users. As with any pop-up, the FlowNavi SDK needs to be installed in your app.

See the responses

In your dashboard, click Surveys. Every survey you’ve published is listed there, marked Live or Not live. Click View responses to open one:

• NPS: your NPS score, broken down into promoters, passives, and detractors, and a weekly trend
• Rating: the average and a weekly trend
• Single and multiple choice: how users answered, per option
• Text: every answer, with a search

If your survey isn’t showing

A survey shows whenever its pop-up does. Go through If your pop-up isn’t showing.