Creating a Survey in the CXP platform begins with setting up a Survey container. This container defines the internal name and overall distribution settings for the Survey. The Survey content itself is built by adding one or more questionnaires within this container, tailored to meet the specific requirements of each Entity in terms of content or design.
To learn how to create questionnaires, please refer to the linked article.
Benefits of the Feature
- Control distribution through multiple channels with flexible visibility and submission settings.
- Collect feedback via links, QR codes, mobile apps, or Wi-Fi connections.
- Configure your email distribution settings
Feature Details and Explanations
To create a Survey, navigate to the Survey Manager tab in the CXP platform. Note that only owners or admins with the scope set to "all" can create Surveys for an Organization.
Click the Create New Survey button to open the editor. The following configuration options are available:
- Internal Name: Used for internal identification; not visible to guests. This name has to be unique, it is not possible to have two Surveys with the same exact name.
- Public Distribution Settings
- Email Distribution Settings.
Public Distribution Configuration Details
- Choose from the following distribution channels:
- Public Link: A general link you can share with guests.
- QR Code: A downloadable QR image suitable for printed or digital materials. Guests can scan it using their mobile phones.
- Mobile App Link: A channel-specific link for app integration. Offers tracking by channel.
- Wi-Fi Link: A channel-specific link shown to users upon connecting to a Wi-Fi network. Enables tracking by channel.
Each channel includes two toggle options:
- Receive Feedback: Determines whether the channel accepts guest submissions, regardless of visibility in the overview.
- Show in Overview: Controls whether the link or QR code appears in the distributions overview. This can only be enabled if the received feedback for the channel is enabled.
Examples of Use:
- If you want to collect feedback only via email, disable both "Show in Overview" and "Receive Feedback" for all other channels.
- To use a link in a mobile app while keeping it hidden from internal sharing, disable "Show in Overview" but enable "Receive Feedback".
At least one distribution channel must be enabled. By default, the Public Link is pre-selected.
Email Distribution Configuration Details
Within the email distribution section, you will see the following settings:
Manual Distribution
This option indicates whether guest data can be manually uploaded to send the Survey. When enabled, guest contact data can be uploaded manually to trigger Survey invitations. Learn How to upload guest data.
Automatic Distribution
Surveys have automatic distribution when guest data comes from a PMS or SFTP integration. To set up your guest data integration, please contact customer support at service@trustyou.net.
Use the Automatic distribution toggle to enable or disable this channel:
- Toggle OFF (default): No additional options are shown.
- Toggle ON: A Feedback type dropdown appears, along with additional options depending on the selected type.
Feedback Type
Select the feedback type that matches your Survey's purpose. The default selection is Post-Stay. The available types are:
| Feedback type | Description |
|---|---|
| Post-Stay | Guest has already checked out |
| F&B | Feedback for restaurants or bars |
| MICE | Feedback for meetings, incentives, conferences and exhibitions |
| Pre-Stay | Feedback collected before guest check-in |
| On-Stay | Feedback collected during guest stay |
| Spa | Feedback for spa services |
The options available after selecting a feedback type are:
| Feedback type | Options shown |
|---|---|
| Post-Stay | Send survey after departure, Email reminders, Reminder timing |
| F&B | Email reminders, Reminder timing |
| MICE | Email reminders, Reminder timing |
| Pre-Stay | None |
| On-Stay | None |
| Spa | None |
- Send Survey After Departure (Post-Stay only): Specifies how many hours after the guest's departure date the Survey invitation is sent. Default: 24 hours. This timing ensures guests receive the Survey while their experience is still fresh. When this option is not available, email invitations are sent as soon as visit data is processed.
- Email Reminders (Post-Stay, F&B, MICE): Indicates whether reminder emails are sent to guests who have not completed the Survey. Default: ON. When enabled, guests who do not respond to the initial invitation receive a follow-up reminder.
- Reminder Timing (Post-Stay, F&B, MICE — shown only when Email Reminders is ON): Defines how many days after the initial invitation the reminder email is sent. Default: 3 days. Adjusting reminder timing helps optimize engagement and supports a higher Response Rate.