Module

Feedback & Surveys

Run repeatable feedback programs using structured surveys for customers, employees, and internal teams.

Feedback & Surveys helps organizations standardize how they collect feedback, publish surveys, review Results, and convert repeated response cycles into measurable operational improvements.

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What this module helps you control

Survey creation and template reuse

Question structure and Required fields

Publish/unpublish status and active controls

Internal vs external audience targeting

Distribution by survey link and Mail Lists

Results review across counts and open-text feedback

Repeated measurement and trend comparison by period

Ownership of follow-up actions after each survey cycle

Business outcomes teams expect

Create consistent feedback collection workflows instead of ad hoc messages and scattered spreadsheets.

Improve customer satisfaction and internal pulse measurement with repeatable Survey structures.

Track trends across repeated Surveys instead of one-off campaigns with no comparison baseline.

Surface recurring issues through structured Question responses and open-text review.

Assign clear owners to post-survey actions so feedback review leads to visible changes.

Run customer and internal programs from one operational module without mixing tools.

Strengthen post-delivery and post-support review discipline with scheduled survey cycles.

Prepare management-ready summaries based on Total Participants, response patterns, and top themes.

Build stronger evidence for process improvement decisions using repeated feedback history.

Keep survey governance clear around who can create, publish, and review Results.

What teams use most in this module

Practical capabilities that make day-to-day execution faster, cleaner, and easier to govern.

Survey Creation and Templates

Create a New Survey with a clear Survey subject and Survey description, then reuse proven structures across teams.

New Survey setup workflow

Survey subject and Survey description fields

Short description / view description support

Reusable templates for repeat programs

Draft-to-publish lifecycle with ownership checks

Questions and Response Design

Design Questions for both quantitative and qualitative feedback with clear response types and completion discipline.

Question builder for operational feedback

Required controls for key fields

Checkbox and Radio options

Input Field and Text area responses

Balanced design for scores and comments

Publishing and Access Control

Control when surveys are active, disabled, or restricted based on audience and participation rules.

Published and active status controls

Disabled state for paused campaigns

Only for logged in participants option

Audience targeting by survey purpose

Controlled access without creating friction

Distribution and Survey Links

Distribute surveys through links and campaign workflows that match customer or internal communication patterns.

Include survey link in description when needed

Link-based distribution for external and internal audiences

Redirect URL after completion

Email-ready sharing patterns

Campaign-oriented survey rollout support

Internal and External Feedback Programs

Run a single survey operating model across customer and employee feedback scenarios.

Customer satisfaction surveys

Support follow-up surveys

Onboarding feedback

Internal pulse surveys

Project retrospective and training feedback

Results and Response Review

Review structured outputs for each Survey to combine score visibility with open-text interpretation.

View Results for each survey cycle

Total Participants and Total Questions visibility

Text questions result review

View all answers for deeper validation

Action-oriented review of both counts and comments

Mail Lists and Survey Reach

Use Mail Lists to organize distribution reach for repeat campaigns across customer and staff segments.

Mail Lists for campaign planning

Customer and staff audience lists

Imported recipients where enabled

Controlled send patterns for survey campaigns

Recurring audience reuse for periodic surveys

Repeated Measurement and Trend Tracking

Rerun surveys on a fixed cadence to compare feedback patterns and monitor improvement progress.

Repeated survey cycles by month or quarter

Compare response patterns by period

Trend review for recurring issues

Improvement tracking from cycle to cycle

More useful history than one-off surveys

Governance and Ownership

Define permissions and operating rules so survey programs stay controlled and accountable.

Define who can create Surveys

Define who can publish Surveys

Define who can review Results

Naming conventions for reusable templates

Review cadence and action ownership controls

Reports and Exports

Generate grounded survey outputs for recurring operational and management review.

Response lists by survey cycle

Total response counts and participant summaries

Text answer review for qualitative signals

Trend summaries where available

Export or external analysis workflows where deployment allows

Start with this workflow

Follow these structured steps to launch one controlled process first, then expand.

Create a reusable Survey template

Create a New Survey

Set Survey subject and short description

Add Questions in the required structure

Mark Required questions

Save and document as reusable template basis

Publish and distribute a customer Survey

Publish the survey

Generate or copy the distribution link

Send to target audience

Monitor participation progress

Review Results and top comments

Run an internal pulse Survey

Create internal survey

Define identified vs internal-only response policy

Distribute on fixed cadence

Review trends by period

Assign follow-up actions with owners

Support-quality follow-up Survey

Prepare post-service or post-ticket survey

Distribute after resolution

Review satisfaction patterns

Identify recurring service issues

Update process or training actions

Project retrospective Survey

Create retrospective survey

Share with project stakeholders

Collect responses

Group themes and findings

Convert findings into improvement actions

Repeat a Survey to measure improvement

Reuse same or similar survey

Run in next cycle

Compare participation and response patterns

Review whether actions improved results

Document next-step actions

Who this module is for

Customer success and service-quality teams

Support managers

HR / People Operations teams

Project leads

Operations leaders

Management reviewers who need structured feedback programs

Common problems this module helps solve

Feedback arriving through scattered channels

No consistent customer satisfaction process

No repeatable internal pulse mechanism

Open-text complaints without structured follow-up

One-off surveys that cannot be compared over time

Weak ownership of improvement actions

Low response discipline and poor review cadence

Confusion between survey workflows and generic forms tools

Where teams apply this module

Customer satisfaction measurement programs

Support quality feedback after case resolution

Internal pulse and engagement checks

Onboarding and training feedback cycles

Project retrospectives and delivery reviews

Operations improvement programs that need repeated feedback evidence

Connected records across modules

CRM and Sales helps define external audience segments for survey campaigns

Support Desk informs post-ticket survey triggers and review loops

People Records supports internal pulse and employee-feedback audience design

Projects supports retrospective survey programs after key milestones

Data Exporter supports deeper external response analysis when needed

Built-in Reports & Analytics

Survey responses list by cycle

Response totals and participant counts

Text-answer review and grouped themes

Repeated survey trend comparison by period

Internal and customer feedback summary outputs

Action review status after each survey cycle

FAQ

Can we use the same module for customer and internal surveys?

Yes. The module supports both external and internal feedback programs using the same Survey operating model.

Can we create reusable Survey templates?

Yes. Teams can save and reuse standardized Survey structures for repeated programs.

Can we share surveys by public link?

Yes. Link-based distribution is supported, and teams can include survey link in description where useful.

Can some surveys be limited to logged-in participants?

Yes. Access control can be configured, including Only for logged in participants where required.

Can we review both counts and open-text answers?

Yes. Teams can review totals and text responses together to balance metrics and narrative context.

Can we repeat surveys to compare results over time?

Yes. Repeated cycles are a core practice for trend review and improvement tracking.

Can we manage survey campaigns with Mail Lists?

Yes. Mail Lists can help control audience reach for recurring campaigns where enabled.

How is this different from general forms tools?

This module is built for repeatable feedback programs, Results review cadence, and action ownership—not one-off form collection.

How is this different from Support Desk?

Support Desk handles ticket workflows, while Feedback & Surveys manages structured feedback collection and repeated analysis cycles.

Who should own publishing and Results review?

Define clear ownership by role, typically a Survey manager for operations and leadership reviewers for cross-cycle decisions.

Plans that include this module

Confirm commercial fit before rollout planning.

Business Plan

Enterprise Plan

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Ready to evaluate Feedback & Surveys with your team?

We will map this module to your current process, owners, controls, and rollout timeline.

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User guide

How to use Feedback & Surveys

Setup checklist, key workflows, reports, and troubleshooting.

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