Customer satisfaction surveys with NPS, CSAT and CES
Measure customer experience at the right moment with a short, focused survey. Start from ready-made questions and templates, share the link on your own channels, follow responses on the Responses tab and download them as a file.
Ready-made questions and templates for three core metrics
The Scale group contains an NPS question and ready-made CSAT and CES questions. The Customer Satisfaction template category has a template for each.
NPS (Net Promoter Score)
Asks how likely customers are to recommend you to others. It is used in periodic measurements to follow loyalty over time.
CSAT (Customer Satisfaction)
Measures satisfaction right after a specific interaction such as a purchase, a support call or a delivery.
CES (Customer Effort Score)
Measures how hard it felt to complete a task such as a return, an application or resolving a problem, and helps you find friction in the process.
Setting up a satisfaction survey
- 1
Start from a template
On the Templates screen, preview the CSAT, NPS or CES template and turn it into your survey with Use Template. Templates in the Retail & E-commerce, Hospitality & Travel, Finance and Health categories offer starting points closer to your industry.
- 2
Tie the follow-up question to the score
On the Logic tab, write a Show rule based on the score question; for example, show customers whose score falls below a certain value an open-ended question asking what was missing.
- 3
Record the channel with a Hidden Field
Add a URL parameter such as ?channel=store to the link and a Hidden Field writes that value into the response. You can share the same survey with separate links for your store, website and emails and split responses by channel in the exported file.
- 4
Publish and share the link
Open the survey with Publish, copy the Share Link and add it to your own emails, your website or your post-purchase page. YouReply Survey does not send email invitations; distribution happens through your channels.
- 5
Use the thank-you screen
Edit the text of the Thank You Screen and, if you like, redirect customers to your own website afterwards.
Following responses and what comes next
The Responses tab shows Total Responses, Completed, Completion Rate and Avg. Time along with individual responses. There are no email notifications for new responses and no CRM integration; you follow fieldwork on this tab.
YouReply Survey does not calculate an NPS score and offers no charts or dashboards. After exporting responses as Excel (.xlsx) or CSV, you can review score distributions in YouReply Analyze and open-ended customer comments in YouReply Intelligence.
Good practice
- Keep the survey short: one core metric, one why question and a few context questions if needed are usually enough.
- Measure CSAT and CES right after the experience; the longer you wait, the weaker the memory behind the answer.
- Do not change the question wording or scale between periodic NPS rounds. If you change it and publish again, the new version is recorded separately and the exported survey version column shows which response was given to which form.
- Collect identifiers such as customer numbers only when you really need them and inform customers; the consent checkbox question helps with this step.
- Close campaign-based measurements on time with End Date or Max Responses.
Frequently asked questions
Can I email the survey to my customers through YouReply?
No. In YouReply Survey, distribution works through the share link: you share it yourself in your own email tool, on your website or in your messages.
Can I embed the survey on my website?
There is no embed code, popup or widget. You can add a button or link on your site that points to the survey link.
Can I tell which customer responded?
If you generate links with a customer-specific URL parameter in your own system and record it with a Hidden Field, the response is matched to that customer. In that case the response is not anonymous and you need to inform the customer. With anonymous responses on, IP address and location are not stored.
Do you show NPS results in charts?
No. YouReply Survey gives you the raw responses as Excel or CSV. To review scores and distributions, you can use YouReply Analyze.
Related guides
- Survey templatesCSAT, NPS, CES and industry-specific satisfaction templates.
- Question typesSettings for NPS, scale and matrix questions.
- Publishing and sharingThe share link and channel tracking with Hidden Fields.
- Monitoring responsesFigures and statuses on the Responses tab.
- Exporting responsesDownloading Excel and CSV files.
- PricingPlan limits and current prices.
Publish your customer satisfaction survey today
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