Create NPS and CSAT feedback surveys

Before you begin

Decide whether the question needs the 0–10 NPS scale or the 1–5 CSAT scale. Write a privacy explanation that matches the feedback you intend to collect.

Follow these steps

1. Create a survey and enter the question, introduction and required privacy text. Select NPS or CSAT.
2. Save and review the draft, then publish the approved revision. Open the published page and verify the displayed scale.
3. Submit one authorised test response, including the required privacy acknowledgement and optional comment.
4. Choose View submissions from the survey resource to inspect accessible response records.
5. Use the individual ratings and comments in your normal analysis process; pause the survey when the collection period ends.

Fields and options

Question and introduction

Question up to 500 characters; introduction and privacy text up to 2,000 each.

Scale

NPS accepts whole-number ratings 0–10; CSAT accepts 1–5.

Comment

Optional visitor comment up to 3,000 characters. Responses use the protected public-intake storage and limits.

Rules and limits

• Publishing a feedback survey does not send invitations or create CRM records.
• The response view is privacy-restricted and shows the latest 100 submissions.
• A saved NPS rating is not itself a calculated overall Net Promoter Score; do not describe a response count as an NPS result.

Check the result

• Confirm the expected scale, success response and authorised visibility of the test entry.
• Check the public page is noindex/nofollow.

If something does not look right

• An out-of-range value is rejected; use the scale displayed by the current published revision.
• If View submissions is missing, check the privacy capability as well as access to the survey.

Common questions

Related tasks

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