Surveys
Measure customer satisfaction with NPS, CSAT and CES, over email or WhatsApp, and act on detractors.
Surveys are the most direct signal there is: you ask the customer. LealUp sends them, collects the answers and files them on the customer's record, next to the rest of their history.
The three types
| Type | What it measures | Scale |
|---|---|---|
| NPS | How likely they are to recommend you | -100 to 100 |
| CSAT | How satisfied they were | 1 to 5 |
| CES | How much effort something cost them | 1 to 7 |
NPS is the percentage of promoters minus the percentage of detractors, so a negative result means you have more detractors than promoters.
How they get sent
LealUp has no survey engine of its own: it relies on a provider you connect. There are three, and they work differently.
| Provider | How it reaches the customer | Needs an API key |
|---|---|---|
| Retently | Email, from their platform | Yes |
| SatisMeter | Email, from their platform | Yes |
| WhatsApp Flows | WhatsApp, through your LealUp connection | No |
The first two work by polling: LealUp checks the provider periodically and pulls in new responses. WhatsApp Flows uses the WhatsApp connection you already have in LealUp, so there is no separate key to register.
Connecting a provider
- Settings → Surveys → Providers → Connect.
- Pick the provider. For Retently or SatisMeter, paste the API key from their platform. It is stored encrypted.
- Choose which survey types that provider handles (NPS, CSAT, CES).
- Set the three sending options:
| Option | What it does | Default |
|---|---|---|
| Cadence | Minimum days before surveying the same customer again | 90 days |
| Do not survey at-risk accounts | Skips customers whose health is already critical | Configurable |
| Alert on detractors | Raises a notification when a detractor response arrives | Configurable |
Connecting a provider is an admin task. Sending and reading responses is open to any CSM.
Do not survey at-risk accounts exists for a concrete reason: asking "would you recommend us?" of a customer who is about to leave rarely helps, and sometimes speeds up the exit. If your team works accounts in crisis, leave it on.
Sending
There are two routes and they coexist:
- Automatic, on the cadence you configured.
- Manual, from a customer's surveys tab, when you want to ask at a specific moment (after an implementation, after resolving something big).
Cadence applies to manual sends too: if the customer was surveyed more recently than the cadence allows, the send is suppressed.
Reading the responses
- On the customer record, surveys tab: each individual response with its score and comment.
- On the aggregate view: the per-account summary and the trend over the last six months, to see whether sentiment is rising or falling.
Acting on detractors
A survey nobody reads is worthless. With Alert on detractors enabled on the provider, every detractor response raises a notification (see Notifications).
That alert is the whole point of the feature. A freshly identified detractor is the best moment to intervene, and also the shortest.
Common problems
"I see no data in the summary"
Usually one of three:
- The provider is not connected, or its API key stopped being valid.
- No survey type is enabled for that provider.
- The cadence is so long that no survey has gone out yet.
Check under Settings → Surveys → Providers.
"The customer says they answered and it is not showing"
With Retently and SatisMeter, responses arrive by polling, not instantly. Wait for the next cycle before treating it as lost.
"A customer got two surveys in a row"
Check whether you have two providers active for the same survey type. Cadence applies per customer, but you want a single provider per type.