How to customise your Customer Satisfaction Score (CSAT) survey

Your Customer Satisfaction Score (CSAT) survey might look like one of these rating scales below. Once you chose a rating scale for your CSAT survey you can't edit it later. However, you can make several design changes as described in the next paragraphs. 

Nicereply allows you to edit this design according to your branding and needs. To edit your CSAT survey go to your Nicereply account > Surveys > Surveys list > locate your survey and click on its APPEARANCE. Here you can find multiple options to edit and refine your survey.

In the survey builder, you can customize:

A) Survey content: Survey form and Thank you page

B) Visual Theme

A) SURVEY CONTENT

The first screen you'll see when going to the APPEARANCE section is the Survey Form settings. Here you can edit:

  • customize the primary question
  • add questions
  • edit the free text field question
  • edit the SEND RATING button
  • change the language
  • upload company logo 
  • switch layouts 

Here you can amend questions on the rating form. All you need to do is move the mouse over to the section you want to upgrade and click edit. After you're done editing don't forget to click Done.

Editing the survey questions

Editing the survey questions 2

For adding questions, click NEW EXTRA QUESTION and select the point scale. 

Deleting the question

deleting a question

Adjusting the question in the comment box

Uploading a company logo (the recommended logo size is 200 x 200 px)

End-user experience when a single-page layout is turned on:

Single-page layout

End-user experience when a single-page layout is turned off (the additional questions will show up after selecting the score of the first question):

PRO TIP: If you want to change the color of rating buttons to match your logo, you have to untick the box "Switch to a color different scale"!

Thank you page

The next thing you can edit is the thank you page. You can edit:

  • the thank you texts
  • allow sharing option
  • what ratings are people allowed to share
  • what social networks can they share the ratings on
  • CTA texts

  • Screen_Shot_2018-07-31_at_15.27.33.png

Furthermore, you can redirect respondents to any website after submitting the rating. 

To turn off the social sharing, check the box "Disable social sharing section". 

Visual theme

The last thing you can edit is the visual theme of your survey. This allows you to edit the colors according to your branding. You can choose from the predefined visual themes, or you can create your own. To do this click switch to custom colors.  

You can either choose from the color palette or insert HTML color codes. When you are done editing your CSAT survey don't forget to click SAVE & PUBLISH!

If you want to create a custom domain for your survey goes to your Nicereply account > Surveys > Surveys list > Settings of the chosen survey. Here you can create the custom domain of the survey. By default, the Nicereply rating link URL looks like this: https://survey.nicereply.com/company/username. Thanks to custom domain settings you can create a custom domain dedicated to your Nicereply surveys. 


Good Job!

You've successfully customized your CSAT survey appearance and created a survey that will match your branding. 

Still need help? Contact Us Contact Us