# Visitor survey questions and scores

Create surveys with choice, text and rating questions to collect visitor feedback and report on scores.

*Release 3.3 · admin, supervisor, visitor*

**Settings › Events › Surveys**

## What it is

**Surveys** collect structured feedback from visitors. You can combine written answers, selectable choices and ratings, then review the responses. A survey definition is separate from the event, chat setting or email setup that delivers it.

## Who uses it and why

Users with the **Settings** or **Manager** role create and maintain surveys, subject to view-only restrictions. Supervisors review feedback and scores. Visitors answer questions about their experience.

## Where to find it

Open **Settings › Events › Surveys** with the **Settings** or **Manager** role. The list offers **Edit**, **Duplicate**, **Delete** and **View Report** controls. View-only access restricts the available controls.

## How it works

The editor supports these question types:

| Type | Visitor answer |
|---|---|
| **free text** | A written response |
| **drop down** | One choice from a dropdown |
| **radio** | One choice |
| **checkbox** | Multiple choices |
| **star rating** | A rating from one to five |
| **yes/no image selection** | One of two images |
| **NPS** | A rating from 0 to 10 |

In the current chat pane, visitors normally answer one question at a time. **Next** moves on and **Submit** completes the survey. A **Mandatory** question prevents progression until answered.

Star ratings retain the selected score. Yes/no image answers represent positive and negative ratings. Reporting can express yes/no and NPS ratings on a five-point scale, so a reported score can differ from the value the visitor selected.

## Configure it

1. Create a survey and enter **Survey Description**.
2. Add at least one question. Enter its text, choose its type and provide answer text for choice questions.
3. Set **Mandatory** where an answer is needed. For star and yes/no image questions, choose **Category** if you need to distinguish operator and business feedback.
4. Add choice scores, custom images or NPS endpoint descriptions where relevant.
5. Enter translated wording and optional header, button and completion text. Save the survey.
6. With the **Settings** role, select it in the delivery setup, such as a theme's **Post Chat Survey** or a visitor event. Users with the **Manager** role can select it in a visitor event.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Survey Description | Settings › Events › Surveys | Yes | Name the survey in the survey list, up to 255 characters. |
| Survey Header (optional) | Settings › Events › Surveys | No | Supply a visitor-facing heading. |
| Submit Button Text | Settings › Events › Surveys | No | Replace the final Submit button wording. |
| Next Button Text | Settings › Events › Surveys | No | Replace the Next button wording between questions. |
| Customise the survey completion message | Settings › Events › Surveys | No | Supply the text shown after completion. |
| Group | Settings › Events › Surveys | No | Assign a question to a group in the survey definition. |
| Mandatory | Settings › Events › Surveys | No | Require an answer before the visitor can proceed past that question. |
| Category | Settings › Events › Surveys | No | Classify star and yes/no image ratings as Operator Performance or Business Performance, or leave N/A. |
| score | Settings › Events › Surveys | No | Assign a numeric score to an applicable choice answer. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Access Surveys and manage definitions when editing is permitted. |
| Manager | Access Surveys and manage definitions when editing is permitted. |

## Limits and good to know

- **Survey Description** is required and limited to 255 characters.
- The editor requires at least one question and non-empty question text. Applicable choice questions also need answer text.
- **Category** is retained for star and yes/no image questions. Operator-sent surveys use questions categorised as **Operator Performance**.
- Duplicating a survey lets you prepare a separate definition. Check delivery settings before replacing a survey already in use.
- Custom button text is optional. The current pane falls back to **Next** and **Submit**.

## Depends on and works with

### This feature uses

- **Works better with** [Post-chat survey for web visitors](VX-014.md): Deliver a survey after chat, from an operator or through a survey link.
- **Works better with** [Visitor popups and embedded content](VX-016.md): Visitor events can display a survey in a popup or website container.
- **Works better with** [Visitor chat languages and text direction](VX-031.md): Survey wording and selected rating assets support multiple languages.
- **Related** [Customer survey and NPS reports](REP-010.md): Survey reports show collected answers and explain the reported rating scales.

### Used by

- **Required by** [Post-chat survey for web visitors](VX-014.md): Survey definitions supply the questions, categories and completion text.
- **Required by** [Post-chat surveys in messaging channels](CHN-005.md): Survey definitions supply questions, answers and scores.
- **Configures** [Visitor popup event setup](ENG-006.md): Survey events display questions from the selected survey definition.
- **Configures** [Email templates and ticket notifications](CHN-028.md): Survey definitions supply questions and rating choices.
- **Configures** [Operator productivity reports](REP-004.md): Survey question scores and categories determine the feedback measures in applicable productivity reports.
- **Configures** [Team comparison reports](REP-005.md): Survey question scores and categories determine the feedback measures shown in team comparisons.
- **Configures** [Customer survey and NPS reports](REP-010.md): Survey questions, answer scores and categories determine the feedback available for reporting.
- **Configures** [Event, link and Virtual Assistant reports](REP-013.md): Survey definitions supply the questions and answers grouped in Event Surveys.
- **Configures** [Autonomous AI performance reports](REP-024.md): Survey question types and scores determine the feedback available for autonomous CSAT calculations.
- **Enhances** [Stats Bar and My Stats](CON-024.md): Configured survey questions and recorded answers provide the optional survey-score measures.
- **Enhances** [Visitor popups and embedded content](VX-016.md): A popup can display survey questions.
- **Enhances** [AI resolution and first-contact metrics](AI-030.md): Later scored survey answers can change autonomous resolution outcomes.

## FAQ and troubleshooting

### Why will the survey not save?

Check the description, question text and choice-answer text. A survey needs at least one question. Also check whether your access is view-only.

### Why can the visitor not continue?

The current question may be **Mandatory**. Ask the visitor to enter or select an answer before proceeding.

### Why does an operator-sent survey show fewer questions?

That delivery uses questions categorised as **Operator Performance**. Other questions remain available for the full survey flow.

### Why is the report score different from the selected NPS number?

INSIDE can normalise NPS and yes/no image scores to a five-point scale for reporting. Use the report's metric definition when comparing rating types.