Creating survey templates

A survey template defines everything a customer sees: whether you ask for a rating, and which questions follow. It also decides which review sites the survey offers, and what a customer who reports a poor experience is asked. One template can serve a single location or every location in a brand. QR codes, invitations, campaigns, automations and the Inbox all reuse the same template.

Before you start

• You need Surveys access at the full tier on a team whose scope covers the location or brand the template will serve. With read-only access the editor opens in view mode and Save is hidden.
• At least one location must exist. Every template is bound to a location or to a brand.
• Collecting customer ratings, adding custom questions and sending surveys require a plan with surveys enabled. On other plans these controls are locked and open an upgrade prompt. The rest of the editor still works, so you can build review-generating QR codes.
• Review-site buttons only appear for platforms that resolve for the location — connect them first under Profiles.
• The survey’s logo, colours and fonts come from Brand appearance, not from the template.

Where to find it

Surveys → Templates, or go to https://app.pluspoint.io/surveys/templates.

Create a template

1. Go to Surveys → Templates.
2. Click Create new survey. The template is created straight away, named New survey, and the editor opens full screen.
3. Work through the three tabs — Settings, Questions and Sharing.
4. Click Save.

Warning Clicking Cancel or closing the editor before the first save deletes the template you just created. Save once, then keep editing if you want a draft to survive.

Settings tab

The Settings tab covers ownership, the rating step, contact details, segments and review sites.

Name the survey and choose its owner

1. Type a Survey name — the name you will see in filters, analytics and the send drawer. Name it after the moment you are asking about, not after the customer.
2. Choose Brand or Location:
   • Location — the template serves exactly that location.
   • Brand — the template serves every location in the brand. The review-site list is the union of what all those locations offer. A brand survey opened without a location asks the respondent Which location did you visit? before anything else renders.
3. Pick the location or brand from the dropdown. Only entities you can write to are listed.

Collect Customer Rating

Turn on Collect Customer Rating to open the survey with a rating question and route the answer. With it off, the survey has no rating step at all. The customer goes straight to the review-site screen — exactly what you want for a pure review-generating QR code.

Two settings appear when the toggle is on.

Rating scale

Switching the scale resets the rating threshold to its highest option.

Answers on the 0–10 Score scale are converted to the five-point scale before they are stored, so reporting is consistent whichever scale you use:

Intercept negative comments if rating is below

This is the survey’s rating threshold. A customer whose rating is below it is asked How can we make things better? and can explain what went wrong in writing. That explanation lands in your response feed for the team to act on — it does not become a public review.

Note This threshold is not the same as the fixed detractor/passive/promoter split used in analytics. There, 1–3 is always a detractor, 4 a passive and 5 a promoter. See Managing survey responses.

Contact details

Under Contact details you decide what identifying information the survey asks for — email, phone and name. Each toggle gains a Required checkbox once it is on.

Two behaviours are worth knowing:

• A field is only shown to a respondent whose value the platform does not already have. Someone who opened an invitation you sent to their phone number is never asked for that number again.
• If at least one enabled field is Required, the contact form appears on the rating step and the customer cannot continue without filling it. If fields are enabled but none is required, the contact form moves to the negative-feedback step instead. Only the customers with a complaint are asked for their details.

Whenever a contact field is shown, the respondent must also tick the privacy-policy consent box before continuing.

Segments

When Collect Customer Rating is on, a Segments section appears. Pick one or more segments, or type a new name to create one inline. Every contact the survey creates or updates gets those segments — an easy way to build a campaign audience out of, say, everyone who scanned the QR at a particular event. See Segments.

Review sites

Review sites lists every platform the survey can offer on its Leave a review screen, as a checkbox each. Tick the ones you want.

• The list is built from the profiles that resolve for the template’s owner. A location template offers its own connected review profiles plus any shared to it. A brand template offers the union across every location in the brand. A shared profile is marked (Shared).
• Instagram is offered whenever a location in scope has an Instagram URL saved in its social links, not because a review profile exists.
• Your selection is remembered even when a platform temporarily stops resolving. If a profile is disconnected, the button stops appearing on the public survey and returns when you reconnect.

On the public survey, only platforms whose review link resolves for that respondent’s location appear. When exactly one platform is available, the page skips the click and redirects to it automatically after a moment.

Questions tab

Custom questions run after the rating step and before the review or feedback screen. They need Collect Customer Rating to be on. With it off, Add question is disabled.

Question types

Add a question

1. Open the Questions tab and click Add question, then choose a type.
2. Fill in Title. This is the internal name: it keys the analytics, and conditional rules point at it. It must be unique across the template, and it locks once the question has been saved.
3. Fill in Question. This is the wording the customer actually reads.
4. For Single choice and Multi-select, fill in the Option rows. Every question needs at least two visible options with non-blank labels.
5. Tick Include “Other” option if you want a final Other choice with a free-text box. A question can have at most one.
6. Tick Required if the answer is mandatory.

Drag a card by its header to reorder questions. Deleting an option hides it rather than erasing it, so answers already collected stay readable.

Skip the rest of the survey with a gate question

On a Yes / No question, tick Gate question. Answering No hides every remaining question and moves the respondent on.

Turning Gate question on forces Required on and clears any conditional rules — a question cannot be both a gate and conditional. Only Yes / No questions can be gates.

Show a question conditionally

1. On the question card, tick Show based on previous answer.
2. The first rule reads Show this question only if — choose the source Question and the values it matches.
3. Click Add condition for further rules. Each one is prefixed AND if; all rules must match for the question to appear.

Rules to work within:

• The source question must sit earlier in the survey than the question you are gating.
• Only Rating, Single choice, Yes / No and Multi-select questions can be used as a source.
• Every rule needs at least one selected answer.
• Reordering or deleting questions automatically strips rules that would become invalid.

Conditional questions appear and disappear live as the customer answers. Hidden questions are stripped before submission, so they never show up as blank answers in your reporting.

Translate a question

Click Localization on a question card. The available languages depend on your account locale.

Only the Question text and the option labels are translated. The Title is the invariant key and stays the same in every language. Option identifiers and the “Other” flag must match across languages. Every language needs non-blank text, or the save is rejected.

A respondent’s translation is picked in order: the ?language= value on the link, then the language their browser asks for, then your account’s language. The first of those the question actually has a translation for wins. Add ?language= to a survey link to pin one.

Split a survey across pages

• Click Add page to append a page, then drag question cards between pages.
• Deleting a page moves its questions back to the previous page.
• Save is blocked while any page has no questions.

A page whose questions are all hidden — by a gate or a condition — is skipped automatically.

Sharing tab

The Sharing tab holds the survey URL, the QR code and the sending settings.

Survey URL holds the link to the public survey. Brand templates also get a Location dropdown that decides which location the URL and QR point at. The QR code block and its design controls are covered in QR code surveys.

Enable send surveys

Enable send surveys is off on a new template. Until you turn it on, the template is QR- and link-only. It does not appear in the Send surveys drawer, in an automation’s Send survey step, or as a survey chip in the Inbox.

With the toggle on, these fields appear:

Message placeholders

Three tokens are supported in Message template and Follow-up message:

The platform appends the survey link automatically, so there is no link token to insert. A literal [link] is stripped out rather than rejected. Any other [token] you type blocks the send with “Unsupported placeholder(s)”.

Over-survey protection

Over-survey protection stops the same person being asked again and again. The window ranges from None (the default) up to 1 year.

Contacts are matched on phone number and email. Within the window, a send is skipped when that contact has already received an invitation that was not marked undelivered, or has already submitted a response. The check runs for the location, or across all of a brand’s locations for a brand template. It applies to manual sends, queued sends from the API and bulk imports, and automation steps. It does not apply to QR scans, so a customer can always scan and answer as often as they like.

Copy a template

Click the copy icon on a template card. The copy is saved immediately as <original name> (Copy) with its own survey URL. Use it to spin up a per-location variant of a survey you have already worded.

Delete a template

1. Click the trash icon on the card, or Delete in the editor footer.
2. Confirm in the Confirm deletion dialog and click Delete.

Warning Deleting a template also deletes every response, every sent invitation and every recorded visit belonging to it. Its history disappears from analytics and from All responses, and this cannot be undone. Copy the template or export its responses first if you might need them.

Deletion is refused while any campaign using the template is running or scheduled, or while any automation step references it. Remove those references first. Other, non-completed campaigns that used the template are marked failed and unlinked.

Troubleshooting

Related articles

• Sending surveys
• QR code surveys
• Managing survey responses
• Automating surveys
• Survey analytics
• Brands