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Survey Editor

The Survey Editor allows you to create surveys, add questions of various types, configure answer options, and set up team member assignments for feedback routing.

Creating a New Survey​

Accessing the Survey Editor​

  1. Navigate to Global Settings > Surveys
  2. Click Add New Survey
  3. Configure your survey settings

Basic Survey Settings​

Survey Information​

  • Name: Internal name for the survey (up to 255 characters)
    • Use descriptive names like "Post-Stay NPS Survey" or "Q1 Owner Check-In"
    • This name is only visible to your team, not to respondents
  • Active: Toggle to enable/disable the survey
    • Inactive surveys won't be sent even if assigned to contacts
    • Useful for seasonal surveys or temporary pauses
  • Send Via: Choose delivery method:
    • Email: Full survey in email format with rich text
    • SMS Link: Text message with link to web-based survey
    • SMS Interactive: Question-by-question via text message replies

Email Survey Settings​

When you select "Email" as the delivery method:

  • Send From: Select which email sender to use
    • Choose from your configured email senders
    • Affects deliverability and brand recognition
  • Invite Template: Choose or create a template
    • Templates control the overall design and layout
    • Use your company branding, colors, and logo
  • Subject: Email subject line (up to 255 characters)
    • Keep it short and compelling
    • Examples: "How was your stay at Beach House?" or "Quick question about your experience"
  • Content: Survey invitation content (up to 10,000 characters)
    • Use the rich text editor to format your message
    • Explain why you're asking for feedback
    • Set expectations for completion time
    • Personalize with merge tags like {{contact.first_name}}

Question Types​

The Survey System supports five question types, each designed for different feedback scenarios:

Yes/No Questions​

Simple binary choice questions for quick, clear answers.

Best Used For:

  • Confirmation questions: "Did you receive the check-in instructions?"
  • Simple satisfaction: "Was the property clean?"
  • Feature usage: "Did you use the pool during your stay?"

How It Appears:

  • Two button options: "Yes" and "No"
  • Quick tap or click response
  • Mobile-friendly format

Reporting:

  • Shows count and percentage for each option
  • Easy to track trends over time

Rating Questions (1-10 Scale)​

Numeric scale questions with two analysis methods: Standard or NPS.

Best Used For:

  • Satisfaction scores: "Rate the cleanliness of the property"
  • Quality metrics: "How would you rate the check-in process?"
  • Loyalty measurement: "How likely are you to recommend us?" (NPS)

Configuration Options:

  • Analysis Type: Choose Standard or NPS (see Survey Types for details)
  • Assign to User: Route responses to specific team members

How It Appears:

  • Scale from 1 to 10
  • Visual rating selector
  • Clear labels (1 = lowest, 10 = highest)

Analysis Methods:

Standard Analysis:

  • Shows average rating and distribution
  • Helps identify unusually high or low scores
  • Great for tracking specific quality metrics
  • Requires at least 30 responses for meaningful statistics

NPS (Net Promoter Score):

  • Measures customer loyalty
  • Groups responses into Promoters (9-10), Passives (7-8), Detractors (0-6)
  • Provides industry-standard metric
  • Ideal for "Would you recommend us?" questions

Learn more about when to use each type in Survey Types.

Single Choice (Radio Button)​

Select one option from multiple choices.

Best Used For:

  • Mutually exclusive options: "What type of stay was this?"
  • Demographic questions: "How did you hear about us?"
  • Preference questions: "Which amenity was most important?"

Configuration:

  • Minimum 1 answer option required
  • Maximum 100 answer options per question
  • Each option up to 50,000 characters

How It Appears:

  • Radio button interface (circles)
  • Only one selection allowed
  • Tap to select, tap another to change

Answer Options: Example for "What type of stay was this?":

  • Family vacation
  • Business trip
  • Romantic getaway
  • Group gathering
  • Extended stay

Reporting:

  • Shows count and percentage for each option
  • Visual bar chart representation
  • Identify most common responses

Multiple Choice (Checkboxes)​

Select any number of options from multiple choices.

Best Used For:

  • Non-exclusive selections: "Which amenities did you use?"
  • Feature interest: "What would you like us to add?"
  • Problem identification: "What issues did you encounter?"

Configuration:

  • Minimum 1 answer option required
  • Maximum 100 answer options per question
  • Respondents can select zero, one, or many options

How It Appears:

  • Checkbox interface (squares)
  • Multiple selections allowed
  • Tap to select/deselect each option

Answer Options: Example for "Which amenities did you use during your stay?":

  • Pool
  • Hot tub
  • BBQ grill
  • Game room
  • Outdoor fire pit
  • Beach equipment
  • Bicycles

Reporting:

  • Shows count and percentage for each option
  • Totals can exceed 100% (multiple selections)
  • Reveals popular combinations

Free Text​

Open-ended text responses for detailed feedback.

Best Used For:

  • Follow-up questions: "What's the primary reason for your score?"
  • Detailed feedback: "What could we improve?"
  • Suggestions: "What would make your next stay better?"
  • Testimonials: "What did you love most?"

Configuration:

  • No answer options needed
  • Text input field provided
  • No character limit for responses

How It Appears:

  • Large text input box
  • Encourages detailed responses
  • Mobile keyboard optimized

Reporting:

  • Individual responses listed in full
  • Not aggregated statistically
  • Valuable qualitative insights
  • Can be tagged or categorized manually

Best Practices:

  • Keep questions specific and focused
  • Follow rating questions with "Why?"
  • Use for collecting testimonials from promoters
  • Limit to 1-2 per survey (avoid survey fatigue)

Managing Questions​

Adding Questions​

  1. In the Survey Editor, click Add Question
  2. Enter your question text (up to 10,000 characters)
  3. Select the question type from the dropdown
  4. Configure type-specific settings
  5. Click Save to add the question

Question Settings​

For each question, you can configure:

Question Text (Required)

  • The question your respondents will see
  • Up to 10,000 characters
  • Keep it clear, concise, and unbiased
  • Use simple language appropriate for your audience

Question Type (Required)

  • Yes/No
  • Rating (1-10)
  • Single Choice (Radio)
  • Multiple Choice (Checkboxes)
  • Free Text

Required

  • Check this box to make the question mandatory
  • Respondents must answer before submitting
  • Use sparingly to maximize completion rates
  • Don't make more than 50% of questions required

Display Order

  • Questions appear in this order on the survey
  • Assigned automatically as you add questions
  • Can be reordered by editing each question

Analysis Type (Rating Questions Only)

  • Standard: Average and distribution analysis
  • NPS: Net Promoter Score calculation
  • See Survey Types for guidance

Assign to User (Optional)

  • Choose a team member to notify when this question gets answered
  • Useful for routing specific feedback to the right person
  • Examples:
    • Route "Rate the cleanliness" to Housekeeping Manager
    • Route "Rate the maintenance" to Maintenance Supervisor
    • Route "Rate the property condition" to Property Owner

Adding Answer Options​

For Single Choice and Multiple Choice questions, you need to add answer options:

  1. After selecting the question type, you'll see an Answer Options section
  2. Click Add Answer Option
  3. Enter the answer text (up to 50,000 characters)
  4. Set the display order (controls sequence)
  5. Add more options as needed (min: 1, max: 100)

Answer Option Settings:

  • Answer Text: The option label respondents will see
  • Display Order: Controls the sequence of options
  • Each option gets a unique ID used for tracking responses

Best Practices for Answer Options:

  • Keep options concise and clear (1-5 words when possible)
  • Make options mutually exclusive for Single Choice
  • Provide balanced options (avoid bias)
  • Include "Other" option when appropriate
  • Limit to 5-7 options for best user experience
  • Order logically (chronological, alphabetical, most-to-least common)

Editing Questions​

To edit an existing question:

  1. Click the Edit icon next to the question
  2. Modify any settings
  3. Click Save to update

Important Note: If you change a question's wording after collecting responses, all responses will be combined in reporting. For accurate results, avoid editing questions that already have responses.

Deleting Questions​

To remove a question:

  1. Click the Delete icon next to the question
  2. Confirm deletion

Warning: Deleting a question will remove it from future surveys, but historical responses are preserved in the database for reporting purposes.

Reordering Questions​

Questions appear in the order specified by their Display Order value:

  1. Edit each question to change its display order
  2. Use sequential numbers (10, 20, 30) to make reordering easier
  3. Save changes

Survey List View​

After creating surveys, you'll see them in the survey list:

Columns Displayed:

  • Name: Survey title
  • Active: Current status (enabled/disabled)
  • Subject: Email subject line
  • Total Assigned: Number of contacts assigned this survey
  • Completed: Number of completed responses
  • Errored: Failed deliveries

Available Actions:

  • Edit: Modify survey settings and questions
  • Report: View detailed results (see Survey Reporting)
  • Delete: Currently disabled to preserve historical data

Survey Limits & Constraints​

To ensure system performance, surveys have these limits:

Survey Level:

  • Survey name: Up to 255 characters
  • Email subject: Up to 255 characters
  • Survey content: Up to 10,000 characters
  • Questions per survey: Maximum 500

Question Level:

  • Question text: Up to 10,000 characters
  • Answer options per question: Maximum 100
  • Answer text: Up to 50,000 characters

Practical Recommendations:

  • Keep surveys to 5-10 questions for best completion rates
  • Use 3-7 answer options for choice questions
  • Limit free text questions to 1-2 per survey

Best Practices​

Survey Design​

Keep It Short:

  • 5-10 questions maximum for best completion rates
  • Each additional question reduces completion rate by 3-5%
  • Mobile users especially prefer shorter surveys

Use Question Types Strategically:

  • Start with easy questions (Yes/No or Single Choice)
  • Put rating questions in the middle
  • End with free text for detailed feedback
  • Mix question types to maintain engagement

Write Clear Questions:

  • One concept per question (avoid compound questions)
  • Use simple, everyday language
  • Avoid jargon or technical terms
  • Be specific: "Rate the cleanliness of the kitchen" vs. "Rate the property"

Avoid Bias:

  • Don't use leading questions: "How much did you love our property?"
  • Provide balanced answer options
  • Use neutral language

Make Strategic Questions Required:

  • Require your most important questions (NPS, key satisfaction metrics)
  • Leave demographic and optional questions as not required
  • Don't make more than 50% of questions required

Question Writing Examples​

Good Examples:

  • "How likely are you to recommend this property to a friend?" (Clear, specific)
  • "Which amenities did you use during your stay?" (Simple, actionable)
  • "What's the primary reason for your score?" (Focused, one concept)

Bad Examples:

  • "How was the property and the check-in process?" (Two concepts in one question)
  • "Our property is amazing - how would you rate it?" (Leading/biased)
  • "Rate the cleanliness, comfort, and amenities" (Multiple concepts - split into 3 questions)

Testing Surveys​

Before sending to guests or owners:

  1. Send a test survey to yourself
  2. Complete it on mobile and desktop
  3. Check that all questions display correctly
  4. Verify that required fields work as expected
  5. Test on different email clients if using email delivery
  6. Review the thank-you message or confirmation

Updating Existing Surveys​

Safe to Change:

  • Survey active status
  • Email content (if no one has received it yet)
  • Adding new questions to the end

Risky to Change:

  • Question wording (combines old and new responses)
  • Question types (invalidates previous responses)
  • Answer options (may break response mapping)

Recommended Approach:

  • Create a new survey version instead of editing active surveys
  • Preserve historical surveys for accurate reporting
  • Use clear naming: "Post-Stay NPS Survey v2"

Next Steps​