What are the business benefits of using Surveys?

Captures structured customer feedback at scale — NPS, CSAT, product feedback, renewal intent — without leaving the CRM. Responses are linked to client records for context. Who uses it: Customer success, marketing, product, sales Key benefit: Turns qualitative feedback into measurable data tied to sp

Surveys

Section: Operations
URL: /admin/surveys
Page title: Surveys

Overview

The Surveys module lets you create questionnaires, send them to clients or leads, and analyse responses. Surveys support multiple question types and can be scheduled for automatic delivery via cron-based sending.

Business value

Captures structured customer feedback at scale — NPS, CSAT, product feedback, renewal intent — without leaving the CRM. Responses are linked to client records for context.

Who uses it: Customer success, marketing, product, sales
Key benefit: Turns qualitative feedback into measurable data tied to specific accounts and segments.
Metrics it influences: NPS, CSAT, renewal rate, feature adoption signals

Typical use cases:

Send a post-onboarding satisfaction survey 14 days after contract signing
Run a quarterly NPS programme to all active clients
Collect feedback after a support ticket is resolved
Survey leads after a product demo to gauge interest

Accessing this module

From the admin sidebar, navigate to Surveys, or open the URL directly:

/admin/surveys

List view

The list view shows all surveys with their status (draft, active, closed), response count, and creation date.

Common actions

Create a survey — click Add Survey, define the title, description, and expiry date.
Add questions — use the survey builder to add question types (text, multiple choice, rating, etc.).
Send to recipients — select clients or leads and send the survey link by email.
Schedule sending — configure automated delivery at a specific date/time.
View results — open a survey to see aggregate response charts and individual answers.
Export responses — download raw response data for external analysis.
Settings — configure default sender, email templates, and reminder behaviour at /admin/surveys/settings.

Client participation

Recipients receive a unique link to a public participation form (/surveys/participate/{token}). No login is required. Responses are recorded and linked to the originating client or lead record.

Tip

Schedule post-onboarding surveys to send automatically on a set date after contract signing — configure automated delivery in survey settings so no manual sending is needed and response timing is consistent across all clients.

Note

Each recipient gets a unique participation link that requires no login. Responses are automatically linked to their client or lead record, enabling segmented analysis (e.g. NPS by client tier or product line) without manual data matching.

Source: crm-connect-main/app/modules/surveys