Each survey's metric rating comes from its metric question. Add other questions on the Build step, then use rules to show relevant questions or end the survey based on an answer.

On the Build step, click Add question and choose a type:

Add question doesn't include CSAT, NPS, CES or 5-Star. Those are metrics: you choose one when you create the survey, and the metric question uses it.

You can't change a question's type after you add it. To switch, delete the question and add one of the type you want.

Editing a survey needs the Manage surveys permission. The Owner and Admin roles have it. Anyone else needs a custom role that includes it. Without it, you won't see Save.

New multiple-choice questions have Map choices to an opinion scale on. Choose a Rating scale of 2, 3, 4 or 5. Choices run from most positive to most negative by default, and each one gets a Positive, Neutral or Negative sentiment. You can use those sentiments in question actions and visibility rules.

With the opinion scale off, a multiple-choice question takes 2 to 10 choices. Answers are recorded as the choice text, with no sentiment. Turn it off when you need more than five options, or a scale with more than five points.

A multi-select question takes 2 to 10 choices, each up to 250 characters.

You can drag choices into order on a multi-select question, and on a multiple-choice question with the opinion scale off.

Lowering the Rating scale hides the extra choices. You can bring them back before you save by raising the scale or turning the opinion scale off. Saving with the opinion scale on deletes the hidden choices.

On a CSAT metric question, Rating scale sets how many options the rating shows: 2, 3, 4 or 5. You can edit the wording under each rating in Choices on the same question. On NPS, CES and 5-Star, the metric sets the scale.

If you send the survey as an external email embed, the embed code holds the metric question's choices and wording as they were when you copied it. After you change either one, copy the embed code again from Publish and paste it over the old code.

To move a question, use its up and down arrows.

You can put the metric question anywhere, but you can't delete it. If a direct email survey starts with another question, its invitation shows a Take me to my survey button instead of the rating options.

A visibility rule depends on an earlier question. Moving either question so that order is reversed removes the rule. The builder warns you and asks you to confirm first.

Deleting a question also deletes any visibility rules that depend on it, and the questions those rules controlled start showing to everyone. The builder lists the affected questions and asks you to confirm before it deletes anything.

Make this question required removes a question's Skip button. You set it separately for each question on the Build step. Required questions can lower response rates, so only use it for answers you can't do without.

Required doesn't mean a response will be complete. Simplesat saves each answer as it's given, and a respondent can close the page at any point.

Question actions show a follow-up question or end the survey based on an answer. On the metric question, you'll find Add actions on the question itself. On any other question, expand Conditional logic. After you add a question, save the survey before you add its actions.

For a follow-up question, you can also select:

To send different answers to different follow-ups, click Add rule at the bottom of the window. A rule can match specific choices or a whole sentiment, and each answer can belong to only one rule.

On a comment box question, the action runs when the respondent submits any text. On a file upload question, it runs when they upload any file.

Enable question actions at the top of the window turns all of a question's rules off or on together, without deleting them.

Check which of these applies:

Visibility rules come with Pro and above. They aren't included in the free trial.

A visibility rule shows a question only when an earlier question was answered a certain way. You set the rule on the question you want to show or hide.

Each question can have one visibility rule. The rule reads a single earlier question, and that question can't be a comment box or file upload question. The metric question can't have a visibility rule.

If a respondent skips the question a rule reads, any question that depends on it stays hidden.

Visibility rules also work in surveys sent in Intercom Messenger.

Flip choice order reverses CSAT, CES and opinion-scale multiple-choice ratings throughout a survey. It doesn't change NPS, 5-Star or sliding scale questions.

Flip choice order is unavailable if the survey has no questions it can change.

For an external email embed, copy the code again from Publish and paste it over the old code to pick up the new order. Surveys sent in Intercom Messenger with Send as an app don't follow Flip choice order.

File upload questions let respondents attach files. Add one as a question or a follow-up, and use a visibility rule to show or hide it.

File upload questions come with Pro and above.

These limits are the same on every file upload question, and you can't change them:

The upload box uses your survey's branding, but its text and error messages are always in English.

A required file upload question needs at least one uploaded file before the respondent can continue. Required or not, the respondent can't move on while a file is still uploading.

If the question is optional, respondents can skip it without attaching a file, and no empty answer is recorded.

For web embed and Generic Embed surveys, find Allow file uploads from anonymous respondents on Configure, under Capture customer information from anonymous surveys. Other delivery methods, including the other external email embed options, don't use this setting or hide file upload questions from anonymous respondents.

When the setting is on, anyone can upload. When it's off, the survey skips file upload questions for respondents Simplesat can't identify. Customer information question explains who counts as identified. The setting covers every file upload question in the survey.

New surveys have the setting on. Surveys created before file upload launched have it off, so turn it on for any of those that need uploads from anonymous respondents.

The customer information question asks for the respondent's name and email, so their response is connected to a customer. It's available on web embed surveys and on external email embeds set up with Generic Embed.

Simplesat already knows who a respondent is when:

Set it up on Configure, under Capture customer information from anonymous surveys:

On a Generic Embed, the question is the first screen of the survey page that opens from the email. On a web embed, it's the second screen, after the first question.

To turn it off and let responses stay anonymous, clear Show question if customer info isn't already associated with the answer.

The AI question generator suggests questions from a short description of your survey.

It suggests multiple choice, multi-select, sliding scale and comment box questions. Its multiple-choice questions have the opinion scale off. Edit them, then save the survey.

Save your changes, then click Preview on the Build step. It opens the last saved survey in a new tab, in the layout respondents see from a link or an email. Web embed and Intercom Messenger respondents see a different layout. Preview skips the customer information question, and answers you give in a preview aren't recorded or counted toward your responses.

Anyone who can open the survey can preview it. To have a colleague review a survey, give them access with Add or remove user access in the survey's ellipsis menu. That needs the Manage user access to surveys permission, which the Owner and Admin roles have.

A visibility rule depends on a later question, so the builder shows Fix visibility rule order before saving. Move that question above the one with the rule.

If you don't see Save at all, your role doesn't have Manage surveys.

If Save reports that a visibility rule needs a choice or sentiment, the survey hasn't been saved. Answers selected under Includes were deleted from the question the rule reads. Select new answers or remove the rule.

Visibility rules come with Pro and above, and the crown beside Visibility means you'd need to upgrade to use them. A free trial doesn't include them. Question actions are on every plan.

The rule uses a sentiment, and a sentiment covers every rating that has it. In Edit actions, pick the specific choice under Answer contains instead.

Check that:

Its rule was removed. That happens when a rule is saved with nothing under Includes, when the question is moved above the question it reads, or when the question it reads is deleted. Add the rule again under Conditional logic.

Each answer is saved as it's given, so a response that stops partway keeps everything answered so far. Making questions required doesn't change that. To ask each respondent fewer questions, put optional questions behind visibility rules or question actions.

If a visibility rule or question action controls the question, only respondents who met its condition saw it. Or the question may have been added partway through the period you're viewing.

An external email embed keeps the order it had when you copied its code. Copy the embed code again from Publish and replace the old code. Surveys sent in Intercom Messenger with Send as an app don't follow Flip choice order at all. Also check which questions you expected to flip. Flip choice order only changes CSAT, CES and opinion-scale multiple-choice questions, one survey at a time.

On a web embed or Generic Embed survey with Allow file uploads from anonymous respondents off, respondents Simplesat can't identify don't see it. Surveys sent in Intercom Messenger with Send as an app also leave out file upload questions.

Question actions and their follow-up questions are on every plan. File upload questions come with Pro and above.

No. Respondents always see one question per screen. On the survey page that opens from a link or an email, progress dots show how far along they are.

No. A question is one line of plain text, with no bold, underline or links. Put any instructions in the question itself. You also can't add section headings or dividers between questions.

Yes, on an additional question. Use multiple choice with Map choices to an opinion scale off. It takes up to ten choices in the order you set, and answers are recorded as text with no sentiment. On the metric question, the metric sets the scale. CSAT offers 2, 3, 4 or 5 options.

No. Star and icon ratings are only available on the metric question.

You can't change button wording in the app. Send us the survey and the wording you want, and we can change it for that survey.

Yes. In question actions, set Answer contains to that answer and choose Finish survey. For example, on a consent question, "No" can end the survey while "Yes" continues.

No, its position is fixed. To ask for details at the end, add a comment box as the last question. Its answer is saved as text, though, and doesn't connect the response to a customer.

You add an additional question from Add question. Everyone who reaches it sees it, unless a visibility rule hides it. You set up a follow-up question in question actions, and respondents only see it when their answer matches the rule. On the survey dashboard, a follow-up is listed under its parent question.

Deleting a question doesn't remove the answers already collected for it. They stay in the workspace, so they still show up for the period they were collected in.