Surveys let you collect structured feedback from your audience using multi-step forms with various question types — including NPS scoring. This guide covers creating a survey, embedding it, reviewing responses, and using survey data in segments and workflow automations.
Before You Start
Surveys is an addon in SendX. It's enabled by default for all accounts. If you don't see Surveys in your navigation, go to Settings > Addons and make sure the Surveys addon is turned on.
Creating a Survey
Step 1: Start a New Survey
Go to Forms > Surveys in the navigation bar and click Create Survey.
Step 2: Name Your Survey (Basic)
Enter a name for your survey. This is for your internal reference — your audience sees the step titles and question labels you configure later.
Click Next to continue.
Step 3: Choose a Template (Design)
Pick from 6 pre-built templates or start from scratch:
Template | Best for |
Blank Survey | Starting from scratch with custom fields |
NPS Survey | Measuring customer loyalty with a 0-10 scale |
Customer Satisfaction | CSAT rating with follow-up questions |
Product Feedback | Feature usage and improvement requests |
Event Registration | Collecting attendee information |
Post-Purchase Feedback | Experience rating after a purchase |
Each template comes pre-configured with relevant fields and steps. You can fully customize everything in the next step.
Click a template to select it. You'll automatically move to the Builder.
Step 4: Build Your Survey (Builder)
This is where you add, remove, and configure your survey fields. The builder lets you:
Add fields — Click to add any of the 9 field types (see below)
Reorder fields — Drag and drop to change the order
Configure each field — Set the label, placeholder text, whether it's required, and field-specific options
Create multiple steps — Break your survey into pages with step titles and descriptions. A progress bar shows respondents how far along they are.
Available Field Types
Field | What it does |
Collects an email address. Used to identify the respondent and create/update their contact record. | |
Text | Short single-line text input |
Textarea | Multi-line text for longer responses |
Date | Date picker |
Dropdown | Select one option from a list |
Radio | Single choice with visible options |
Checkbox | Multiple choice — respondents can select more than one |
Rating | Star rating (1-5 scale) |
NPS | Net Promoter Score — a 0-10 scale with "Not at all likely" to "Extremely likely" labels |
Tip: Include an Email field if you want survey responses linked to contact records. Without it, responses are anonymous.
Tip: Add an NPS field to unlock NPS-based segments and workflow triggers.
Click Next when your fields and steps are ready.
Step 5: Style Your Survey (Content)
The Content step opens a full-screen split view:
Left side: Live preview of your survey, exactly as respondents will see it
Right side: Design controls
Theme presets: Choose from 25 themes at the top. Each theme changes all colors and fonts at once. Click any theme to apply it instantly.
What you can customize:
Background color
Button color and text
Header, question, and answer text colors
Field colors, borders, and border radius
Progress bar color
Font families for titles, descriptions, questions, and answers
Font sizes for all text elements
The live preview updates in real time as you adjust settings.
Click Back to return to the Builder, or click Next to proceed to Settings.
Step 6: Configure Settings
Set your post-submission experience:
Thank you title — The heading shown after submission (default: "Thank you!")
Thank you message — The text shown below the heading
Redirect URL — Optionally redirect respondents to a URL after submission
Click Create Survey to save your survey.
Sharing Your Survey
Once created, you can share your survey in two ways.
1. Website Embed (JS Snippet)
Go to your survey's overview page and find the embed instructions. You need:
1. The SendX tracking script (add once to your site):
<script type="text/javascript">
var _scq = _scq || [];
var _scs = _scs || {};
_scs.teamId = "<TEAM_ID>";
(function() {
var dc = document.createElement('script');
dc.type = 'text/javascript';
dc.async = true;
dc.src = '//cdn.sendx.io/dev/<TEAM_ID>.js';
var s = document.getElementsByTagName('script')[0];
s.parentNode.insertBefore(dc, s);
})();
</script>
2. A div where the survey should appear:
<div id="sendx-survey-YOUR_SURVEY_ID"></div>
The survey renders automatically with your configured theme, progress bars, and field validation. Responses are submitted without a page reload.
2. Hosted Page Link
Each survey has a standalone hosted page. Find the link on the survey overview page. Share it via email, social media, chat, or QR codes. The hosted page uses your survey's theme and branding.
Managing Your Surveys
Viewing Survey Details
Click any survey in the table to see its overview, embed instructions, and performance data.
Editing a Survey
Click Edit to go through the full Basic > Design > Builder > Content > Settings flow with your existing data pre-loaded. Changes are saved when you click Save Changes.
Note: If you edit a survey that's already collecting responses, existing responses are preserved. New respondents will see the updated version.
Archiving
Delete a survey to archive it. Archived surveys stop collecting responses and move to the Archived tab. They can be restored anytime.
Survey Analytics
On the survey overview page, you'll find key metrics:
Views — How many times the survey was displayed
Starts — How many people began filling it out
Completions — How many people submitted a complete response
Completion rate — Completions / Views
Viewing Responses
Go to the Responses tab to see individual survey submissions. Each response shows:
The respondent's email (if an email field was included)
All answers
Submission timestamp
Whether it was a partial or complete response
NPS Analytics
If your survey includes an NPS field, you'll see NPS-specific analytics:
NPS Score — The overall score (% Promoters - % Detractors)
Breakdown by category:
Promoters (9-10): Loyal enthusiasts
Passives (7-8): Satisfied but unenthusiastic
Detractors (0-6): Unhappy, risk of churn
Using Survey Data in Segments
Go to Audience > Segments > New Segment. Under the condition categories, you'll find Surveys with four conditions:
Submitted survey
Select one or more surveys. Filter for contacts who completed (or didn't complete) those surveys.
Use case: Send a thank-you email to everyone who completed your customer satisfaction survey.
Submitted NPS in survey
Select surveys that have NPS fields. Filter for contacts who submitted an NPS rating.
Use case: Identify all contacts who gave you an NPS score so you can follow up.
NPS score
Filter by the actual NPS score number. Available operators:
Less than — e.g., contacts who scored below 7 (detractors + passives)
Greater than — e.g., contacts who scored above 8 (promoters)
Equal to — contacts who gave exactly a specific score
Between — contacts within a range (e.g., 7-8 for passives). Shows a From/To input.
Use case: Create a "Promoters" segment (NPS score greater than 8) and ask them to leave a review. Create a "Detractors" segment (NPS score less than 7) and trigger a support outreach workflow.
Submitted survey in last X days
Time-based filter. Enter a number of days.
Use case: Follow up with contacts who submitted feedback in the past 7 days while the experience is fresh.
Combine survey conditions with any other segment conditions using AND/OR logic.
Triggering Workflows from Survey Responses
Go to Automate > Workflows and create (or edit) a workflow. When adding an enrollment trigger, you have two survey-related options:
Survey Response Submitted
Fires when a contact submits a response to a specific survey.
Configuration: Select which survey.
Example: When someone completes your product feedback survey, automatically add them to a "Gave Feedback" tag and send a thank-you email.
Survey NPS Submitted
Fires when a contact submits an NPS score in a specific survey. You can filter by score.
Score filter options:
Any score — Trigger on every NPS submission
Equal to — Trigger only for an exact score
Greater than / Less than — Trigger above or below a threshold
Greater than or equal to / Less than or equal to — Inclusive threshold
Between — Trigger within a score range
Example workflows:
Scenario | Trigger Config | Action |
Thank promoters | NPS score >= 9 | Send "Thank you! Would you leave us a review?" email |
Support detractors | NPS score <= 6 | Add "At Risk" tag + send "How can we improve?" email |
Monitor passives | NPS score between 7-8 | Add to "Passive" list for nurture sequence |
NPS Best Practices
Ask the standard NPS question: "On a scale of 0-10, how likely are you to recommend us to a friend or colleague?" This makes your scores comparable to industry benchmarks.
Add a follow-up text field: After the NPS score, add a textarea asking "What's the main reason for your score?" The qualitative feedback is often more actionable than the number.
Segment and act quickly: Set up workflows to respond within hours, not days. Promoters are most likely to leave reviews when the experience is fresh. Detractors are most likely to churn if ignored.
Track over time: Send the same NPS survey quarterly to measure trends. Create a segment for "submitted NPS survey in last 90 days" to avoid survey fatigue by excluding recent respondents.
Tips and Best Practices
Keep surveys short — 3-5 questions get significantly higher completion rates than 10+
Use multiple steps wisely — Break long surveys into logical steps (e.g., "About You" > "Your Experience" > "Feedback"). The progress bar encourages completion.
Always include an email field — Without it, responses can't be linked to contact records, and you won't be able to use the data in segments or workflows
Preview before sharing — The Content step shows exactly what respondents see. Test the full flow including validation and submission.
Use templates as starting points — Don't start blank if you're unsure. The NPS and CSAT templates have proven question structures.
Combine with segments — The real power is targeting: segment NPS detractors and proactively reach out before they churn.
FAQ
Can I add a survey to an email? Surveys are not directly embeddable inside emails (they're multi-step forms). Instead, add a CTA button in your email linking to the survey's hosted page URL. You can also embed the survey on your website.
Can I see who responded? Yes, if the survey includes an email field. Responses are linked to contact records and visible in the Responses tab and contact timeline.
What's the difference between a Poll and a Survey? A poll is a single-question vote (best for quick engagement inside emails). A survey is a multi-step form with multiple field types (best for detailed feedback on your website or hosted page).
Can I make fields required? Yes. Toggle the "Required" option on any field in the Builder step. Required fields show an asterisk and validate before submission.
What happens if someone partially fills out the survey and leaves? Partial responses are saved if the respondent completed at least one step. They appear in the Responses tab marked as partial.
Can I embed multiple surveys on the same page? Yes. Add multiple <div id="sendx-survey-{ID}"></div> elements and each survey renders independently.
Does the survey work on mobile? Yes. All templates and themes are responsive. The survey layout, buttons, and inputs adapt to mobile screen sizes.