Customer Surveys

Use popup and inline widgets to survey users at the right moment. Trigger surveys based on timing, scroll position, or page visits to maximize response rates without annoying your users.

NPS & CSAT Surveys

Measure customer loyalty and satisfaction with in-app surveys triggered by user behavior.

Setup

1. Go to Widget Builder → Create Widget
2. Choose the NPS template (or Rating for CSAT)
3. Set widget type to Popup
4. Configure the NPS question: "How likely are you to recommend us?" (0-10 scale)
5. Add a follow-up text field for "What could we improve?"
6. Set trigger rules:
   • Timing: Show after 30 seconds on page
   • Page targeting: Only on dashboard or post-action pages
   • Frequency: Once per user per 90 days
7. Publish and embed

Targeting Tips

• Trigger NPS surveys after a key action (completing a task, closing a ticket, finishing onboarding)
• Use page targeting to show CSAT surveys on specific feature pages
• Set frequency caps to avoid survey fatigue

Analyzing Results

Survey responses appear in your feedback inbox with the rating pre-filled. Filter by rating to find:

• Promoters (9-10): Happy users — ask for reviews or referrals
• Passives (7-8): Satisfied but unenthusiastic — look for friction points
• Detractors (0-6): Unhappy users — follow up quickly

Post-Purchase Survey

Capture feedback immediately after a purchase, signup, or subscription.

Setup

1. Create a new widget with the Rating template
2. Set widget type to Popup
3. Configure the question: "How was your experience?"
4. Add fields: star rating (1-5), optional comment
5. Set trigger:
   • Page targeting: Your confirmation/thank-you page URL
   • Timing: Show immediately (0 second delay)
   • Frequency: Once per session
6. Publish and embed

Tips

• Keep it short — one rating + one optional comment field
• Show on the confirmation page when the user is most engaged
• Route low ratings (1-2) to a Tickets workflow via intake rules for follow-up

In-App Satisfaction Poll

Embed a lightweight rating widget directly in your page content for contextual feedback.

Setup

1. Create a new widget with the Rating template
2. Set widget type to Inline
3. Configure: star or emoji rating, optional comment field
4. Publish and get the embed code

Embed on Key Pages

Place the inline widget at the bottom of documentation articles, feature pages, or help content:

<div id="satisfaction-poll">
  <script
    src="https://userhero.co/widget.js"
    data-widget-id="YOUR_WIDGET_ID"
    data-type="inline"
    data-container="satisfaction-poll"
    defer
  ></script>
</div>

Tips

• Add to the bottom of help articles to measure content quality
• Add to feature pages to gauge feature satisfaction
• Use category auto-tagging to identify which pages get the lowest ratings

Next Steps