Send a client survey

Sending a survey creates a copy of the chosen template for one client and emails a unique link to the client's primary contact. You can send to one client at a time or to a selection of clients in one go.

Before you start

• You need the Manager creator role or above.
• At least one template must exist. If there is none, you see No templates yet with a Create a template button (template creation needs the Scoped admin role or above).
• The client must exist in Client survey › Clients with a valid primary contact email. See Manage clients.

Send a survey to one client

1. Go to Client survey › Dashboard and click Send new survey, or open a client in Client survey › Clients and click Send new survey.
2. In the Send new survey window ("Fill in the fields below to send a satisfaction survey to a client."):
   • Template: choose the survey format to send.
   • Client: select the client site the survey is addressed to.
   • Members: select the members assigned to this client to include in the survey (optional). They'll be able to see the survey and its answers.
   • Personal message (optional): a note (up to 400 characters) shown at the top of the survey email.
3. Click Send survey. The message "Survey sent successfully" appears and the survey shows on the dashboard with the status Sent.

Send a survey to several clients

1. Go to Client survey › Clients.
2. Tick the clients (use search and filters to narrow the list, or select all).
3. Click the send icon (Send survey) above the list.
4. In the Send survey to ... clients window:
   • Check the number of clients selected.
   • Choose the Template to send to all selected clients.
   • Add an optional Personal message, included at the top of each survey email.
5. Click Send survey. The message "Surveys sent successfully" appears.

In bulk mode:

• Each client receives its own survey, and all its assigned members are included automatically.
• Inactive clients are never included.
• A client that already has a survey of the same template in progress (status Sent or Viewed) is skipped, so nobody receives the same survey twice before answering.

What the client receives

The client's primary contact receives an email:

• Subject: "Satisfaction survey from" followed by your company name, with your company logo.
• A message explaining that your company is asking for feedback about the services provided at their location, followed by your personal message if you wrote one.
• A Fill in the survey button that opens the survey.

The email and the survey page are in the language of the person who sent it (English or French).

How the client answers

The link opens a public page: no account or password is needed.

1. The page shows your company name and a progress indicator ("1 of 5").
2. One question is shown at a time: stars for a Rating (with "3 out of 5"), Yes / No buttons, or a text box ("Write your answer here…").
3. Next stays disabled until the question is answered. Back returns to the previous question.
4. On the last question, Submit sends the answers. A Thank you! screen appears ("Your feedback helps us improve. We truly appreciate your time.") with the global rating they gave.

When the client first opens the link, the survey status changes from Sent to Viewed. When they submit, it becomes Answered, and the person who sent the survey receives a "Survey completed" email with a View survey responses link.

If the link is opened again after submission, the page says "You have already completed this survey." If the link is wrong or no longer exists, it says "This survey link is no longer valid." and asks the client to contact the sender.

Common questions

I clicked Send survey and got an error.

The Send new survey button is shown to everyone, but only manager creators and above can actually send. Ask a manager creator or an admin.

The client says they didn't receive the email.

Check the client's primary contact Email in Client survey › Clients and ask them to check their spam folder. There is no resend button: send a new survey if needed.

Some clients were not included in my bulk send.

They were inactive, or they already had a survey of that template waiting for an answer.

Can I change a survey after sending it?

No. The questions are copied when the survey is sent. Editing the template only affects future surveys.

I sent a survey but can't open it now.

Unless you're a scoped admin or admin, you only see surveys where you're one of the selected members. Include yourself in Members when sending, or ask an admin to add you to the client.

Does the survey link expire?

The link works until the client submits. After that, it only shows the "already completed" message.