Client survey overview

Client survey lets your company collect satisfaction feedback from the organisations it works for. Each client has a primary contact who receives the survey by email and answers from a public link, without an OpenAleph account. It is separate from Team Survey, which surveys your own employees.

The Client survey menu

Key concepts

• Client: a client site with a name, a location, an optional category, a primary contact (full name, email, phone) and assigned members, the people from your company who work with this client, each with a role.
• Template: Rating, Yes/No and Open questions, always ending with a Global rating question in stars.
• Survey: one template sent to one client. The questions are copied when the survey is sent, so later template edits don't change it.
• Global rating: the score (for example 4/5) given to the last question, shown on cards and in the notification email.

Survey statuses

Who can do what

The Dashboard

Go to Client survey › Dashboard (page title Survey). It shows:

1. Four figures, based on the surveys you can see: Survey sent, Responses received, Pending and Active clients.
2. The Send new survey button. See Send a client survey.
3. The ... menu with Export surveys (XLSX) and View inactive clients.
4. Latest feedback, sorted by most recent response: one card per survey with the client's name and picture, the template, the date (Sent or Received), the status tag, the Global rating (or Awaiting response) and the assigned members.

Search the list, or filter it by Client, Template or Status. Click a card to open the answers. See Read client survey results.

How it works end to end

1. An admin creates the clients and assigns members.
2. An admin creates at least one template.
3. A manager creator or admin sends a survey from the Dashboard, a client page, or to several clients at once from the Clients list.
4. The client's primary contact receives an email "Satisfaction survey from" your company, with an optional personal message and a Fill in the survey link.
5. The client answers one question per screen and submits. The status becomes Answered.
6. The person who sent the survey receives a "Survey completed" email with the global rating and a link to the answers.

Mobile

Client survey isn't available in the OpenAleph mobile app; use the web app. Clients can answer the public survey page from any device, including a phone.

Common questions

What's the difference with Team Survey?

Team Survey is for your employees, who log in to answer, with campaigns, anonymity and advanced results. Client survey is for external clients, who answer from an email link without an account, one client per survey.

The dashboard is empty but surveys were sent.

You only see surveys where you're an assigned member, unless you're a scoped admin or admin. Ask an admin to add you to the client's members.

Can the client answer twice?

No. Once submitted, opening the link again shows "You have already completed this survey." Send a new survey to collect new feedback.