Understanding your leads’ and customers’ preferences and opinions about your products and services is crucial for business success. The Ontraport Surveys app offers a simple and effective way to gather this information. You get prebuilt surveys, automation maps to keep everything running and a Card View for managing responses. This user-friendly app ensures you get the feedback you need without the administrative hassle of creating your own survey system from scratch.

This article explains how to customize every piece of your app and includes a reference section to learn more about your new records and relationships.

Enable this app in the App Marketplace. Learn more about the App Marketplace here.

Table of contents

App functionality tips
• Surveys app domain
• Default records
• Dynamic content
What you get
• Prebuilt surveys
• Survey invite emails
• Survey response notifications
• Surveys Card View
• Survey follow-up
Customize your app
• Step 1: Customize your pages
• Step 2: Customize the wording of your surveys
• Step 3: Customize your survey questions
• Step 4: Customize your survey invite emails
• Step 5: Delete your default records
• Step 6: Send survey invite emails
• Step 7: Manage your survey replies
App record and field reference
• Survey records

App functionality tips

Here’s some important information about this app.

Surveys app domain

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This app uses Ontraport's Membership Sites feature to publish your survey pages.

The domain you choose when installing this app determines the URLs of all your published pages.

• If you select an existing membership site's domain, the app will publish the pages to that site.
• If you select a new domain, you'll want to add the "Ontraport Apps Membership Site" to publish and protect your pages.  

Default records

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This app comes with survey records. These default records allow you to preview the app's Card View before your leads and customers send you survey data.

When you’re ready to launch your Surveys app, you can delete your default Survey records.

• Check out “Step 5: Delete your default records” below to learn how.

Dynamic content

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This app uses Ontraport's dynamic content features to publish content saved in your User records about the surveys each account user owns.

If you are unfamiliar with dynamic pages, dynamic blocks or page types, check out this Ontraport University course to learn more. 

What you get

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Here are the pages, templates, emails and automations that come with this app!

Prebuilt surveys

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This app gives you six prebuilt surveys:

1. Service feedback
2. Product usage
3. Net Promoter Score (NPS)
4. Marketing feedback
5. Customer demographics
6. Cancellation feedback

It also gives you a blank survey template, so it’s easy to create your own custom questions and surveys.

Survey invite emails

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This app includes invite emails for each of the system's prebuilt surveys. The emails encourage your contacts to complete the survey and include a link to the corresponding survey.

Survey response notifications

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Whenever you receive a response to one of your surveys, the Ontraport user who owns the survey record will receive an email with copies of the replies. This email also includes links that make taking action on the survey easy.

View survey email collection

Surveys Card View

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This app comes with a Card View that helps you organize your surveys and ensure your team can review each one.

When a contact submits a survey, it appears in the “New” column. You can drag the card to the “Reviewed” column to mark it as reviewed.

Or, if the survey needs some follow-up, drag the card to the “Follow-up” column. This action will kick off your survey follow-up automation. Check out the "Survey follow-up" section below to learn more.

View Surveys Card View

Survey follow-up

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Some surveys give you feedback that is so positive or so negative that it’s essential to follow up with your contact. This app makes it easy to automate your follow-up and categorize those surveys by outcome.

When you drag a survey to the “Follow-up” column, the system assigns it the “Follow-up task.” The task goes to the user who owns the survey.

This task asks you to contact the survey responder and mark whether the outcome is positive or negative. The survey will appear under either the “Outcome | Positive” or “Outcome | Negative” column, depending on how you and your team resolve the tasks. 

Customize your app

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Here are the steps to personalize your Survey app with your own content.

Step 1: Customize your pages

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Add your brand colors, fonts and logo to your pages to make them your own.

1. Check out this Ontraport University lesson to see how you can customize your pages.
2. Click here to access your system and edit the app’s pages and templates.

Step 2: Customize the wording of your surveys

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Ensure that the questions reflect your brand before sending out your surveys. You can change the wording of the default questions by editing the form field's label.

• The quantitative survey questions have a little custom code that turns the field into stars. Because of that, the labels for those questions are text elements. Simply click on them to edit your wording.

Step 3: Customize your survey questions

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It’s easy to add new questions to your surveys. You’ll need to create and add a new custom field to your form, then add your new survey questions to your response notification emails.

1. Go to Surveys → Settings  → Field editor.
2. Click on the tab that matches the name of the survey you want to edit.
3. Follow these steps to create a new field.

Once you’ve saved your new field, you can add it to your survey.

1. Go to your survey page from your system.
2. Drag a form field element to your survey and select your new custom field.
3. Save and publish your changes.

Quantitative survey questions

If you want to include a question that asks contacts to rate something from 1-10, there are a few extra steps:

1. Create a new numeric field type from the Surveys field editor.
2. Remove the text from the label field when you add the field to the page.
3. Click on the Position tab, add “make-stars” to the custom element classes field, then click Done.
4. Add a text element above your element, set the font style to “label,” and add your survey question.

Update feedback response emails

The last step is to add your new survey questions to your survey response emails.

1. Click here to go to the Survey app system.
2. Scroll down to the “Emails (Surveys)” section.
3. Click on the email that corresponds to the survey you updated.
4. Add a label for your new survey question, and add the corresponding merge field.
5. Click Save in the top right corner.

Step 4: Customize your survey invite emails

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All of the invite emails in this app are professionally written, but we always recommend that you tweak the content to fit your unique brand.

1. Click here to go to the Surveys app system and scroll down to the “Emails (Contacts)” section.
2. Click on the emails and customize the content.
3. Click Save in the top right corner.

Step 5: Delete your default records

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When you’re ready to start adding your own content, you can remove your default records.

1. Click here to go to your Surveys collection.
2. Select your default records and click Delete from the top action bar.

Step 6: Send survey invite emails

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Your survey invite emails are key to starting to collect survey responses. You can choose to send them manually to groups of contacts or simply build them into your automation by using a “send an email” element. For example, you may want to set up an automation that sends a “Service feedback invite” email to contacts after a service appointment is completed.

Step 7: Manage your survey replies

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Once you send out your surveys and start receiving responses, you can manage them using this app's built-in tools.

1. When you receive a new reply, you’ll get an email with all of the responses from the survey. From that email, click Manage survey from your pipeline to go to the app’s Card View.
2. Drag the card to “Reviewed” if you don’t need to follow up with the responder. Or drag to “Follow-up” if you want to reach out to the responder.
   • You’ll receive a task notification and will be able to mark the task complete in app or from the notification. 
3. Log in to your team’s internal membership site to view stats over time.

App record and field reference

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Here’s some important information about your app.

Survey records

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Your survey records contain information about who took the survey, what type of survey it is and the survey responses.

Here’s a description of essential sections in your record and the fields stored there:

Survey Information section

The survey information section is like an overview of your survey. It tells you the important information about the survey before you click in to view your actual survey replies.



Survey Type: This field tells you which of the six prebuilt surveys your contact submitted. Click on the tab that corresponds with this survey type to view the survey responses.

Review Status: This color field is used in your Surveys Card View. It tells you the status of your survey and updates automatically when you drag the survey’s card to a new column.

Date Added: This is the date the responder submitted their survey.

Responder: This is the person who submitted the survey.

Customer Demographics section

All of the fields in this section are included in the Customer demographics survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.



Ethnicity: 

• Field type — Dropdown
• Survey question — “How would you describe your ethnicity?”

Education: 

• Field type — Dropdown
• Survey question — “What is the highest level of education you have completed?”

Employment status: 

• Field type — Dropdown
• Survey question — “What is your current employment status?”

Marital status:

• Field type — Dropdown
• Survey question — “What is your marital status?”

Income: 

• Field type — Dropdown
• Survey question —  “What is your annual household income?”

Gender: 

• Field type — Dropdown
• Survey question — “How do you identify your gender?”

Product Usage section

All of the fields in this section are included in the Product usage survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.

Product use frequency: 

• Field type — Dropdown
• Survey question — “How often do you use the product or service?”

Product change: 

• Field type — Long text
• Survey question — “What would you change about the product?”

Product satisfaction:

• Field type — Numeric 
• Survey question —  “On a scale of 1-10, how satisfied are you with the overall performance of the product?”

Favorite product feature: 

• Field type — Long text
• Survey question —  “What is your favorite part of the product?”

Product goal achievement: 

• Field type — Dropdown
• Survey question —  “Does this product help you achieve your goals?”

Product ease: 

• Field type — Numeric
• Survey question — “On a scale of 1-10, how easy is the product to use?”

Other products: 

• Field type — Long text
• Survey question — “What other products would you like to see us offer?”

Product use: 

• Field type — Dropdown
• Survey question — “What are you using this product for?” 

 

Service Feedback section

All of the fields in this section are included in the Service feedback survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.

Rate service:

• Field type —  Numeric
• Survey question — Please rate your overall satisfaction with the service received.

Service improvement:

• Field type — Long text
• Survey question — What is your favorite part of the product?

Other services:

• Field type — Long text
• Survey question — What could we do next time to improve your experience?

Best/worst service experience:

• Field type — Long text
• Survey question — What was best/worst about your service experience?

Favorite support channel:

• Field type — Dropdown
• Survey question — What is your favorite way of getting support? 

Current assistance:

• Field type — Long text
• Survey question — Is there anything else we can do now to help?

Service recommendation: 

• Field type — Numeric
• Survey question — On a scale of 0 to 10, how likely are you to recommend our product or service 

Marketing feedback section

All of the fields in this section are included in the Marketing feedback survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.

Business found on: 

• Field type — Dropdown
• Survey question — “How did you find out about us?”

Other: 

• Field type — Long text
• Survey question — “If other, how?”

Favorite blogs/websites:

• Field type — Long text
• Survey question — “What blogs/websites do you read regularly?”

Feature clarity:

• Field type — Numeric
• Survey question — “On a scale of 1-10, how clearly did we explain our product?”

Other companies: 

• Field type — Long text
• Survey question — “Have you bought similar products from other companies?”

Feature explanation: 

• Field type —  Numeric
• Survey question — “On a scale of 1-10, how effectively did our marketing explain our product's features?”

Cancellation feedback section

All of the fields in this section are included in the Cancellation feedback survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.

Subscription satisfaction: 

• Field type — Numeric
• Survey question — “On a scale of 1-10, how satisfied were you with your subscription?”

Subscription recommendation:

• Field type — Numeric
• Survey question — “On a scale of 1-10, how likely are you to recommend this product or service?”

Subscription challenge:

• Field type — Long text
• Survey question — “Did you encounter any features that were difficult to use or did not meet your expectations?”

Subscription cancellation reason: 

• Field type — Dropdown
• Survey question — “Why are you canceling?”

Subscription use frequency: 

• Field type — Dropdown
• Survey question — “How frequently did you use the subscription?”

Subscription overall experience: 

• Field type — Long text
• Survey question — “How would you describe your overall experience?”

Net Promoter Score section

All of the fields in this section are included in the NPS survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.

NPS Score: This numeric field allows your contacts to rate your product or service. After contacts submit this form, they’ll be asked follow-up questions based on the score they gave.

NPS Category: This dropdown field shows you if the NPS score indicates that the contact is a promoter, detractor or passive. 

Promoters section

All of the fields in this section are included in the NPS: Promoters survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.



Promoter feedback: 

• Field type — Long text
• Survey question — “What made you rate us a 9 or 10?”

Promoter additional comments:

• Field type — Long text
• Survey question — “How has our product/service impacted your life or business?”

Promoter brand feedback: 

• Field type — Long text
• Survey question — “Do you have any additional comments or suggestions?”

Permission to use testimonial: 

• Field type — Checkbox
• Survey question — “May we use your testimonial for marketing purposes?”

Passives section

All of the fields in this section are included in the NPS: Passives survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.

Passive Feedback: 

• Field type — Long text
• Survey question — “What factors influenced your rating?”

Passive Promotion: 

• Field type — Long text
• Survey question — “How can we improve your experience and increase the likelihood of you recommending us to others?”

Passive Additional Comments: 

• Field type — Long text
• Survey question — “Other comments or suggestions?”

 

Detractors section

All of the fields in this section are included in the NPS: Detractors survey in the app. The name of the field doesn’t exactly match the wording of the question of the form. Below you’ll find the type of field and its label on the survey.



Detractor Feedback: 

• Field type — Long text
• Survey question — “What features of our product/service did you not enjoy?”

Detractor Pain Points:

• Field type — Long text 
• Survey question — “What pain points or challenges did you experience?”

Detractor Improvement: 

• Field type — Long text
• Survey question — “How can we improve our service to better meet your expectations?”

Surveys subcollection

In the “Surveys” tab of your contact records, you’ll find the “Surveys” subcollection. This subcollection shows you all of the surveys the contact has submitted. Click on the survey name to jump to its record.