Managing surveys

This guide covers creating and configuring CSAT, NPS, and Poll surveys.

Survey types

Scalar supports three survey types:

TypeBest forResponse format
CSATMeasuring satisfaction with a specific interaction5-point scale (Very Unsatisfied to Very Satisfied)
NPSMeasuring overall loyalty and likelihood to recommend0-10 rating with optional text
PollGathering opinions on specific topicsSingle choice from custom options

Creating a CSAT survey

  1. Go to Surveys
  2. Click Create survey
  3. Select CSAT
  4. Enter your question (e.g., "How satisfied are you with your experience?")
  5. Configure display settings
  6. Click Save or Publish

CSAT score calculation

CSAT = (Satisfied + Very Satisfied) / Total responses × 100

A score of 80% or higher is considered good.

Creating an NPS survey

  1. Go to Surveys
  2. Click Create survey
  3. Select NPS
  4. Enter your question (e.g., "How likely are you to recommend us to a friend?")
  5. (Optional) Add a follow-up text question
  6. Configure display settings
  7. Click Save or Publish

NPS score calculation

Respondents are grouped:

RatingCategory
0-6Detractors
7-8Passives
9-10Promoters
NPS = Promoters% - Detractors%

Scores range from -100 to +100. A score above 0 is good; above 50 is excellent.

Creating a Poll survey

  1. Go to Surveys
  2. Click Create survey
  3. Select Poll
  4. Enter your question
  5. Add answer options
  6. Configure display settings
  7. Click Save or Publish

Widget display settings

Configure how and when your survey appears:

Position

OptionDescription
Bottom rightAppears in the bottom-right corner
Bottom leftAppears in the bottom-left corner

Trigger

OptionDescription
On page loadShows immediately when the page loads
On page scrollShows after the user scrolls a percentage of the page
On exit intentShows when the user moves to leave the page
After delayShows after a specified number of seconds

Display rules

SettingDescription
Trigger delaySeconds to wait before showing
Show once per sessionOnly show once per browser session
Show once per userOnly show once ever (for logged-in users)
Don't show if closedDon't show again if the user dismissed the survey

Page targeting

Control which pages show your survey:

All pages

Survey appears on every page of your site.

Specific URL

Survey appears only on pages matching the URL pattern.

Examples:

  • /pricing - Only the pricing page
  • /blog/* - All blog pages
  • /checkout - Only the checkout page

Publishing and scheduling

Publish immediately

  1. Open your survey
  2. Click Publish
  3. The survey starts appearing based on your display settings

Schedule for later

  1. Open your survey
  2. Set a Start date and optionally an End date
  3. Click Publish
  4. The survey will only be available during the specified window

Viewing responses

  1. Go to Surveys
  2. Click on a survey
  3. View the Responses tab

You'll see:

  • Overall score (CSAT percentage or NPS score)
  • Response breakdown (by rating or option)
  • Individual responses with timestamps
  • Text feedback (for NPS)

Survey limits

The number of surveys depends on your plan:

PlanSurveys
Basic1
Standard3
Premium10

Need more? The Surveys add-on provides unlimited surveys.

Best practices

Writing effective questions

  • Be specific: "How satisfied are you with today's support call?" beats "Are you satisfied?"
  • Keep it short: One question surveys have higher completion rates
  • Use neutral language: Avoid leading questions

Timing surveys well

  • Show after meaningful interactions (completed purchase, support chat)
  • Don't interrupt critical user flows
  • Use appropriate delays (5-10 seconds minimum)

Acting on feedback

  • Review responses regularly
  • Follow up on low scores
  • Share positive feedback with your team
  • Track scores over time to measure improvement

Next steps

Last Updated:
Contributors: Tlotlego Mogapi