Surveys FAQs
Common questions about CSAT, NPS, and Poll surveys.
What types of surveys are available?
Scalar supports three survey types:
| Type | Description | Response format |
|---|---|---|
| CSAT | Customer Satisfaction | Single choice (e.g., Very Satisfied, Satisfied, Neutral) |
| NPS | Net Promoter Score | Rating 0-10 with optional text feedback |
| Poll | Multiple choice poll | Single choice from custom options |
How many surveys can I create?
The number depends on your subscription plan:
| Plan | Surveys |
|---|---|
| Basic | 1 |
| Standard | 3 |
| Premium | 10 |
The Surveys add-on provides unlimited surveys beyond your plan limit.
When is a survey available for responses?
A survey is available when:
- The survey is published
- The current time is after the start date (if set)
- The current time is before the end date (if set)
What widget display settings are available?
| Setting | Description |
|---|---|
| Position | Where the widget appears (e.g., bottom right, bottom left) |
| Page location | Which pages show the survey (all pages or a specific URL) |
| Trigger | When to show (on page scroll, on exit intent, after delay) |
| Trigger delay | Seconds to wait before showing |
| Show once per session | Only show once per browser session |
| Show once per user | Only show once ever (for logged-in users) |
| Show once closed by user | Don't show again if the user closed it |
How is the CSAT score calculated?
CSAT measures the percentage of satisfied customers:
CSAT = (Satisfied + Very Satisfied responses) / Total responses × 100
How is the NPS score calculated?
NPS measures customer loyalty on a scale from -100 to +100:
NPS = Promoters% - Detractors%
Where:
- Detractors: Rating 0-6
- Passives: Rating 7-8
- Promoters: Rating 9-10
Can I target surveys to specific users?
Yes. You can use segmentations (user groups) to target surveys to specific users. When publishing, select a segmentation to control who sees the survey.
Can I schedule surveys?
Yes. You can set a start date and end date for your surveys. The survey will only be available for responses during this window.
How does user identity verification work?
When you identify users via ScalarWidget.identify(), the widget verifies the identity using HMAC-SHA256 session proofs. Your server generates a proof using your Widget Signing Secret (found in Settings > API) and a timestamp, passing both the session_proof and expiry to the widget alongside the user data.
This prevents anyone from spoofing another user's identity through the browser console.
See the identifying users guide for setup instructions and code examples.
What happens if I don't pass session_proof or expiry to identify()?
The identify call won't link the session to a customer on the backend. You must generate a session_proof on your server using your Widget Signing Secret and pass it along with an expiry timestamp to ScalarWidget.identify() for identity verification to work.