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Survey Distribution

Learn how to send surveys to guests and owners via email or SMS, set up automated triggers based on responses, and manage survey assignments.

Delivery Methods​

The Survey System supports three delivery methods, each optimized for different scenarios:

Email Surveys​

How It Works:

  • Full survey embedded in email
  • Rich text formatting with your branding
  • All questions visible at once
  • Respondents complete and submit from email

Best For:

  • Detailed surveys with multiple questions
  • When you need rich formatting or images
  • Desktop users
  • Longer, more thoughtful responses
  • Post-stay surveys where guests have time to respond

Configuration: See Survey Editor for email-specific settings:

  • Choose email sender
  • Select or create email template
  • Write compelling subject line
  • Design invitation content

Typical Completion Rate: 30-45% for vacation rental surveys

How It Works:

  • Text message sent with a link
  • Link opens mobile-optimized web survey
  • All questions on one scrollable page
  • Quick and convenient for mobile users

Best For:

  • Mobile-first audiences (most vacation rental guests)
  • Quick surveys (3-7 questions)
  • Time-sensitive feedback
  • Mid-stay check-ins
  • Urgent issue detection

Message Format:

Hi {{first_name}}! How's your stay at Beach House?
Please take 2 minutes to share your feedback:
https://sqsd.com/s/g/AbCd123456

Typical Completion Rate: 40-60% for vacation rental surveys

SMS Interactive​

How It Works:

  • Questions sent one at a time via text
  • Respondent replies directly to each question
  • System sends next question after receiving response
  • Conversational, chat-like experience

Best For:

  • Very short surveys (2-4 questions)
  • Highest engagement scenarios
  • Simple question types (ratings, yes/no)
  • Real-time feedback collection
  • Mid-stay wellness checks

Typical Completion Rate: 60-80% for vacation rental surveys

Important: SMS Interactive has limitations. See Interactive SMS Surveys for details.

Choosing a Delivery Method​

FactorEmailSMS LinkSMS Interactive
Best for question count5-10+3-72-4
Typical completion rate30-45%40-60%60-80%
Mobile experienceGoodExcellentExcellent
Desktop experienceExcellentGoodPoor
Rich formattingYesLimitedNo
Free text responsesExcellentGoodLimited
Response timeHours-daysMinutes-hoursMinutes
Best timingPost-stayPre-arrival, mid-stayMid-stay urgent

Survey Tokens & Links​

Each survey assignment generates a unique, secure survey link.

How Survey Tokens Work​

Token Generation:

  • When you assign a survey to a contact, the system generates a unique token
  • Token format: Random alphanumeric string (e.g., AbCd123456)
  • Each token is unique to one contact and one survey assignment
  • Tokens don't expire and can be used anytime

Survey URL Structure:

https://sqsd.com/s/g/[token]

Example:

https://sqsd.com/s/g/AbCd123456

Security:

  • Each link is unique and secure
  • Links only work for the assigned contact
  • Treat survey links as secure URLs
  • All customer data is isolated to your company

In Contact Survey View:

  1. Navigate to a contact record
  2. Go to the Surveys tab
  3. See all assigned surveys with their tokens
  4. Copy the Public URL to share

In Survey Reports:

  • View which contacts received which surveys
  • Access individual survey tokens
  • Resend surveys by copying the link

Assigning Surveys to Contacts​

Manual Assignment​

To assign a survey to a contact:

  1. Navigate to the contact record
  2. Go to the Surveys tab
  3. Click Assign Survey
  4. Select the survey from the dropdown
  5. Choose whether to send immediately or later
  6. Click Assign

Survey Status:

  • Pending: Survey assigned but not yet sent
  • Sending: In progress (SMS Interactive only)
  • Completed: Guest finished the survey
  • Errored: Delivery failed

Automated Assignment​

Surveys are most powerful when sent automatically based on triggers. See "Connecting Surveys to Automations" below.

Contact Survey View​

View and manage surveys assigned to specific contacts:

Accessing Contact Surveys​

  1. Navigate to a contact record
  2. Click the Surveys tab
  3. View all assigned surveys

Survey Details Displayed​

For each assigned survey:

  • Survey Name: Which survey was sent
  • Assigned Date: When the survey was assigned
  • Completed Date: When finished (if applicable)
  • Status: Current survey status
  • Token: Unique survey link token
  • Public URL: Direct survey access link
  • Actions: View responses, resend survey

Viewing Responses​

To view a contact's survey responses:

  1. Click the expand icon on the survey row
  2. View all questions with the contact's answers
  3. See response timestamps
  4. Review free text feedback

Response Display:

  • Questions shown in order
  • Answer format varies by question type
  • Free text responses shown in full
  • Rating questions show numeric scores
  • Multiple choice shows all selected options

Connecting Surveys to Automations​

Surveys become powerful when integrated with automation workflows. Set up triggers to send surveys automatically and take action based on responses.

When to Send Surveys Automatically​

Guest Journey Triggers:

Pre-Arrival (3 days before check-in)

  • Send pre-arrival survey
  • Confirm arrival details
  • Collect special requests
  • Set expectations

Mid-Stay (Day 2 of stay for 4+ night stays)

  • Send wellness check survey
  • Catch issues while you can fix them
  • Ensure satisfaction in real-time
  • Demonstrate proactive care

Post-Stay (4 hours after checkout)

  • Send NPS survey
  • Capture feedback while experience is fresh
  • Collect reviews from promoters
  • Address detractor concerns

Owner Journey Triggers:

Monthly (First Monday of month)

  • Send revenue pulse survey
  • Check satisfaction with performance
  • Identify concerns early

Quarterly (First week of quarter)

  • Send comprehensive performance review
  • Gather detailed feedback
  • Discuss future plans

Pre-Renewal (60 days before contract end)

  • Send annual satisfaction survey
  • Discuss renewal intentions
  • Address any concerns

Response-Based Automation Triggers​

Set up automations that trigger when someone responds to a survey:

When Survey is Completed​

Actions to trigger:

  • Send thank-you message
  • Update contact tags
  • Start follow-up workflow
  • Log activity in CRM

Example Workflow:

Survey Completed → Wait 1 hour → Send "Thank you for your feedback" email

When Someone Gives a Low Rating (1-3)​

Actions to trigger:

  • Create urgent support ticket
  • Alert property manager immediately
  • Send personal apology from owner
  • Offer compensation or discount
  • Schedule follow-up call

Example Workflow:

Rating 1-3 received
→ Alert manager via SMS
→ Create high-priority ticket
→ Send apology email within 1 hour
→ Offer 10% discount on next stay

Why This Matters:

  • Catch issues before they become negative reviews
  • Show guests you care and are responsive
  • Turn detractors into satisfied customers
  • Protect your online reputation

When Someone Gives a High Rating (8-10)​

Actions to trigger:

  • Send review request
  • Request referral
  • Thank them for loyalty
  • Invite to VIP program
  • Send return guest discount

Example Workflow:

Rating 8-10 received
→ Wait 2 hours
→ Send review request for Airbnb/VRBO
→ Wait 3 days
→ Send 15% return guest discount code
→ Add to VIP guest list

Why This Matters:

  • Capture positive reviews while guests are happy
  • Encourage repeat bookings
  • Build loyal guest base
  • Generate referrals

For NPS Surveys (Special Handling)​

When Someone is a Promoter (9-10):

  • Request online reviews (Airbnb, VRBO, Google)
  • Send referral program invite ("Refer a friend, get $50")
  • Thank them for their loyalty
  • Offer exclusive perks or early booking access
  • Share their positive feedback with your team

When Someone is Passive (7-8):

  • Ask what would make them rate you a 10
  • Send targeted offers to increase engagement
  • Provide extra value to convert to promoter
  • Follow up with property improvements

When Someone is a Detractor (0-6):

  • URGENT: Alert leadership immediately
  • Create highest-priority support ticket
  • Call guest personally within 24 hours
  • Offer resolution and compensation
  • Document issues for improvement
  • Attempt to prevent negative reviews

Example NPS Automation:

NPS Survey Completed
│
├─ Score 9-10 (Promoter)
│  → Send review request
│  → Wait 3 days → Send referral offer
│  → Add to VIP list
│
├─ Score 7-8 (Passive)
│  → Send "What would make it a 10?" follow-up
│  → Offer incentive for next stay
│
└─ Score 0-6 (Detractor)
   → SMS alert to owner/manager
   → Create urgent ticket
   → Send personal apology within 1 hour
   → Schedule phone call
   → Offer compensation

Question-Specific Triggers​

Route Feedback to Team Members:

Assign questions to specific team members who get notified when answered:

  • "Rate the cleanliness" → Housekeeping Manager
  • "Rate the maintenance" → Maintenance Supervisor
  • "Rate the check-in process" → Guest Services Manager
  • "Rate the amenities" → Property Owner

Benefits:

  • Relevant team members see feedback immediately
  • Decentralized accountability
  • Faster response to issues
  • Team-specific performance tracking

Setting Up Survey Automation​

In Your Automation Workflow:

  1. Choose a trigger event:

    • Booking confirmed
    • Check-in completed
    • Checkout completed
    • Monthly anniversary
    • Custom date field

  2. Add a delay if needed:

    • Wait 3 days before check-in
    • Wait 4 hours after checkout
    • Wait 2 days into stay

  3. Add "Send Survey" action:

    • Select which survey to send
    • Choose delivery method
    • Map contact fields

  4. Set up response-based triggers:

    • Add conditional logic based on survey responses
    • Define actions for different score ranges
    • Route to appropriate team members

Example Automation Workflow:

Trigger: Checkout Date = Today
→ Wait 4 hours
→ Send "Post-Stay NPS Survey" via SMS Link
→ IF Rating 0-6: Alert manager + Create ticket
→ IF Rating 9-10: Send review request

Email Template Configuration​

Choosing an Email Template​

When sending surveys via email, you need to select a template:

Template Components:

  • Header with your logo
  • Body content area (where your survey invitation appears)
  • Survey questions section
  • Submit button
  • Footer with unsubscribe link

Customizing Email Content​

Subject Line Best Practices:

  • Keep it short (40-50 characters)
  • Make it personal: "{{first_name}}, how was your stay?"
  • Create urgency: "Quick question about your recent stay"
  • Be specific: "How was Beach House Villa?"

Email Body Best Practices:

  • Start with personalization: "Hi {{first_name}},"
  • Explain why you're asking for feedback
  • Set expectations: "This takes 2 minutes"
  • Emphasize impact: "Your feedback helps us improve"
  • Express gratitude: "We appreciate your time"

Example Email Content:

Hi {{first_name}},

Thank you for staying at {{property_name}}! We hope you had
a wonderful experience.

We'd love to hear about your stay. This quick survey takes
just 2 minutes and helps us ensure every guest has an
amazing experience.

Your feedback is invaluable to us.

Thank you,
{{property_manager_name}}
{{company_name}}

Personalizing Emails with Merge Tags​

Use merge tags to personalize your survey invitations:

  • {{first_name}} - Contact's first name
  • {{last_name}} - Contact's last name
  • {{property_name}} - Property they stayed at
  • {{check_in_date}} - When they checked in
  • {{check_out_date}} - When they checked out
  • {{reservation_type}} - Type of stay
  • {{owner_name}} - Property owner's name

Delivery Timing Best Practices​

Guest Surveys​

Pre-Arrival Survey (3 days before check-in):

  • Too early: Guest hasn't started thinking about trip
  • Too late: Guest already traveling or arrived
  • Just right: 3 days before gives time to prepare

Mid-Stay Survey (Day 2 of stay):

  • Only for stays 4+ nights
  • Day 1 is too early (just settled in)
  • Last day is too late (can't fix issues)
  • Day 2-3 is perfect (can still resolve problems)

Post-Stay Survey (4 hours after checkout):

  • Too soon (< 2 hours): Guest still traveling home
  • Too late (> 24 hours): Experience not as fresh
  • Just right: 4-8 hours gives time to settle while memories are fresh

Owner Surveys​

Monthly Check-Ins:

  • First Monday of the month
  • After monthly reports are sent
  • Consistent timing builds routine

Quarterly Reviews:

  • First week of quarter
  • After quarterly reports are available
  • Allows for discussion of trends

Annual Surveys:

  • 60 days before contract renewal
  • Gives time to address concerns
  • Allows for planning discussions

Time Zone Considerations​

Best Practices:

  • Send surveys based on contact's local time zone
  • Avoid sending surveys late at night (after 9 PM)
  • Avoid sending surveys too early (before 8 AM)
  • Optimal send times: 10 AM - 6 PM local time
  • For SMS: Especially important to respect time zones

Avoiding Survey Fatigue​

Spacing Surveys:

  • Don't send multiple surveys within 7 days
  • Space guest surveys at least 30 days apart
  • For owners: Monthly is maximum frequency

Survey Length:

  • Shorter surveys = higher completion rates
  • 5 questions = ~60% completion
  • 10 questions = ~40% completion
  • 15+ questions = ~25% completion

Targeting:

  • Only send relevant surveys
  • Don't survey every interaction
  • Focus on key touchpoints
  • Quality over quantity

Resending Surveys​

When to Resend​

Good Reasons:

  • Technical error in original send
  • Guest didn't receive (check spam)
  • More than 7 days passed with no response
  • Guest specifically requested resend

Bad Reasons:

  • Guest already completed survey
  • Less than 3 days since original send
  • Multiple resends (don't spam)

How to Resend​

Option 1: Automatic Reminder (Recommended) Set up automation workflow:

Send Survey
→ Wait 3 days
→ Check if survey completed
→ If not completed: Send reminder

Option 2: Manual Resend

  1. Go to Contact > Surveys tab
  2. Find the survey assignment
  3. Copy the survey URL
  4. Send manual message with link

Reminder Message Example:

Hi {{first_name}},

We'd still love to hear about your recent stay at {{property_name}}.

If you have 2 minutes, please share your feedback:
[Survey Link]

Thank you!

Monitoring Delivery​

Checking Survey Status​

In Contact Survey View:

  • See status for each assigned survey
  • Pending: Not yet sent
  • Sending: In progress (SMS Interactive)
  • Completed: Guest finished
  • Errored: Delivery failed

In Survey List View:

  • Total Assigned: How many sent
  • Completed: How many finished
  • Errored: How many failed

Handling Errors​

Common Error Reasons:

  • Invalid email address
  • Invalid phone number (SMS)
  • Email bounced
  • SMS delivery failed
  • Contact unsubscribed

Fixing Errors:

  1. Check contact information is correct
  2. Verify email/phone number format
  3. Check contact's subscription status
  4. Fix contact details and reassign survey

Best Practices Summary​

Delivery Method Selection​

  • Email: Detailed post-stay surveys (5-10 questions)
  • SMS Link: Quick mid-stay checks (3-7 questions)
  • SMS Interactive: Ultra-short real-time surveys (2-4 questions)

Timing​

  • Pre-arrival: 3 days before check-in
  • Mid-stay: Day 2 for 4+ night stays
  • Post-stay: 4-8 hours after checkout
  • Respect time zones
  • Send between 10 AM - 6 PM local time

Automation​

  • Set up response-based triggers
  • Alert managers for low scores
  • Request reviews from promoters
  • Create tickets for detractors
  • Route feedback to relevant team members

Response Rates​

  • Keep surveys short (5-10 questions max)
  • Use compelling subject lines
  • Personalize with merge tags
  • Set clear expectations
  • Send reminders after 3 days

Avoiding Fatigue​

  • Space surveys 30+ days apart
  • Only survey key touchpoints
  • Don't over-survey owners (monthly max)
  • Make surveys valuable for respondents
  • Close the feedback loop (tell them what changed)

Next Steps​