Surveys overview

Surveys collect feedback from the people at your Companies and turn each answer into something your team can act on. Surveys has its own place in the left rail, between Records and Automation, and you can also reach it from Cmd+K. Owners, admins and members can all view, build, run and export surveys. The rules that apply to every survey (how often one person is asked, who owns new feedback, how Company scores are built, and whether invitations wait for approval) are in the Survey rules and Sending and identity buttons at the top of the Surveys page. They are also in Settings > Surveys. Links that pointed at the old /settings/surveys address still open Surveys. See Survey rules. The Surveys page has four tabs: Each survey is a campaign. A campaign has a measure, up to 20 questions, a delivery method and a status of Draft, Active or Closed.

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Choose a measure

The first question of an NPS, CSAT or CES survey is the score question. It is always required and always keeps the standard scale for its measure. Every other question is a follow-up.

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How scores are calculated

GainTrace counts only responses that carry a score. A response without a score still appears in the inbox, but it never changes the number. Everywhere in Surveys, a response falls into one of three score groups: Score groups drive the inbox filter, alerts and automatic assignment. For surveys sent by email, the response rate is the share of invitations sent that got an answer.

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Start from a template

When you create a survey, choose Browse templates to start from one of 20 ready-made surveys for a customer moment. Each template sets the measure, the questions and the follow-ups, and you can edit everything before you save. Templates are grouped by moment:

• Relationship: relationship NPS, executive sponsor NPS, product NPS for end users, check-in satisfaction
• Onboarding: onboarding, kickoff call and training satisfaction, and setup effort
• Support: support conversation satisfaction and support effort
• Product: feature satisfaction, integration effort, product-market fit, most wanted improvement
• Renewal and growth: pre-renewal NPS, business review satisfaction, value check, advocacy NPS
• Churn and risk: cancellation reasons, downgrade feedback

Each template says when to send it, for example “About 120 days before renewal”.

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Your own templates

On a survey’s page, choose Save as template, name it and pick an optional folder. A template saves the questions, wording, branding and thank-you screen. It doesn’t save alerts, in-app settings, the launch audience or the sender. Every teammate then sees it under Your templates at the top of the gallery. Names are unique in a workspace. Saving a template needs Surveys write permission. Saved templates are also listed over the API at GET /api/v1/survey-templates and saved with POST /api/v1/survey-templates (secret key, read:surveys and write:surveys scopes), and over MCP with gt_survey_template_list.

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Question library

Use Add from library in the designer to add a question that teams reuse often. The library has 15 entries:

• Main reason for the score, what to improve, what we do well, area that matters most, reason for a low score, likelihood to renew
• Product-market fit (Sean Ellis), features used, rate each part of working with us, what matters most, your team, next planning date
• Privacy acknowledgement, intro statement, follow-up permission

Each entry is a normal question that you can edit.

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Your question library

Select a question in the designer and choose Save question to library, with a label and an optional folder. Display conditions and jumps aren’t saved. Add from library lists your folders first, then GainTrace library. Saving needs Surveys write permission. A question added from your library shows “From your library”. Edit it, then choose Update library question to carry the new wording into every draft survey that uses it and has no responses yet. Active and closed surveys keep their wording. A draft whose questions would no longer be valid is skipped, and the confirmation counts it. See Build a survey for the product-market fit question.

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Draft with Trace AI

In the template gallery, describe the survey you need, for example “Ask admins how hard the Salesforce setup was”, and choose Draft with Trace AI. Trace AI proposes a measure, a name and a short set of questions. You review and edit the draft in the designer, and nothing is saved until you save it.

• Your request can be 3 to 500 characters.
• The draft gets the standard scale for its measure and at most a few follow-ups.
• Trace AI declines requests that are not about a feedback survey.
• The draft goes through the same checks as any survey, including the promotional-copy guard.

Trace AI sees only the request you type. See AI and your data for what AI providers keep.

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Survey status

A launched survey can be closed or reopened, but it can’t return to Draft. You can delete a survey only when it is not Active.

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Next steps

More guides: translate a survey, accessibility and the conformance report, ask an AI follow-up question, inferred satisfaction, custom survey domain and white-label, link feedback to deals, tickets, plans and records, import from other survey tools, migrate from Delighted and export to your warehouse.