11 Steps to Boost Customer Satisfaction with Feedback

Hey there! We understand that customer satisfaction is the lifeblood of any business. That’s why we’re here to spill the beans on how you can leverage feedback to skyrocket your customers’ happiness levels. By actively seeking and utilizing feedback, you’ll gain insights into your customers’ needs, identify areas for improvement, and take proactive steps to enhance your products or services. So, let’s dive into the steps to improve customer satisfaction with feedback, the Appzi way!

1. Create Multiple Feedback Channels

First things first, you need to provide your customers with multiple feedback channels. We’re talking about online surveys, feedback forms on your website, email inquiries, social media platforms, and even in-person or telephone conversations.

By providing a diverse range of channels, you empower your customers to share their thoughts and opinions in the way that’s most convenient and comfortable for them.

Online surveys are a great starting point. They allow you to collect structured feedback and gather quantitative data that can provide valuable insights at scale. You can design surveys with specific questions tailored to your business objectives and target audience. Keep the surveys concise and user-friendly to encourage higher response rates.

Feedback forms on your website offer a seamless way for customers to share their thoughts while they’re already engaged with your brand. Place these forms strategically on different pages of your website, such as the contact page or after a purchase. Make sure the forms are easy to find, and keep the fields simple and straightforward to maximize completion rates.

Email inquiries provide a more personalized and direct approach to gathering feedback. Encourage customers to reach out via email to share their experiences, suggestions, or concerns. This allows for more detailed and qualitative feedback, giving you a deeper understanding of their needs and pain points. Respond promptly to these inquiries to show your customers that their opinions matter.

Social media platforms have become popular channels for customers to voice their opinions. Keep an eye on your social media mentions, comments, and direct messages as they can offer valuable insights into customer sentiment. Engage in conversations, address concerns publicly, and showcase your dedication to customer satisfaction. Consider using social listening tools to monitor mentions and gain a broader understanding of the sentiment around your brand.

For those customers who prefer a more personal touch, offering in-person or telephone conversations can be highly effective. Arrange customer interviews or focus groups to delve deeper into their experiences. These methods allow for open and unstructured feedback that can uncover valuable insights and generate ideas for improvement. Use these interactions to build rapport and strengthen relationships with your customers.

Remember, not all customers are comfortable or prefer the same channels, so offer them various options to engage and share their thoughts. The goal is to make it as easy and convenient as possible for them to provide feedback, resulting in more valuable insights and ultimately driving better customer satisfaction.

2. Encourage Honest and Specific Feedback

Asking for feedback from your customers is an essential part of improving their satisfaction with your product or service. However, simply asking for feedback is not enough, you need to encourage your customers to be honest and specific in their responses. Vague feedback won’t give you the insights you need to improve your product or service, so it’s crucial to ask your customers to dive deep into their experiences.

Encourage them to share what they loved and what they hated, highlighting the features that wowed them or let them down. Ask them to talk about the problems they faced and the improvements they would like to see. The more specific the feedback, the easier it is for your team to identify the problem areas and take action towards improving them.

So don’t be afraid to ask your customers for detailed and specific feedback. Create a culture of transparency by demonstrating that you appreciate constructive criticism and that you’re committed to making improvements that will enhance the user experience. By doing so, you’ll be able to continuously evolve and optimize your product or service, thereby improving customer satisfaction and loyalty.

3. Provide Prompt Responses

Time is precious, and when it comes to customer feedback, it’s crucial to prioritize prompt responses. After all, your customers have taken the time and effort to share their thoughts and opinions, and they expect a timely response. By providing prompt responses, you demonstrate that you value their inputs and are committed to addressing any concerns or issues they have raised.

So, how can you ensure prompt responses to customer feedback? Here are a few tips:

  • Set up systems for feedback collection: Implement a user-friendly feedback system that allows customers to easily share their thoughts and experiences. This could be through a feedback form on your website, a dedicated email address, or even utilizing feedback management software.
  • Prioritize feedback review: Regularly monitor and review incoming feedback to ensure that no customer insights go unnoticed. Create a process or designate a team member responsible for promptly routing feedback to the appropriate person or team for review.
  • Establish response timeframes: Set clear expectations for response times. This could involve establishing guidelines for different types of feedback or implementing service level agreements (SLAs) to ensure prompt responses within a specific timeframe. Communicate these response timeframes to your customers so they know when to expect a reply.
  • Use automation wisely: While automation can assist in acknowledging receipt of feedback, be cautious not to rely solely on automated responses. Personalize your replies whenever possible to convey a genuine interest in addressing the customer’s specific concerns.

4. Implement Feedback Suggestions

Gathering feedback is not just about collecting information; it’s about taking action and making meaningful improvements. Once you have gathered feedback from your customers, it is essential to analyze it carefully and identify common themes or recurring issues. By doing so, you can gain valuable insights into what needs to be addressed and improved in your products, services, or business processes.

When analyzing customer feedback, pay attention to the suggestions and ideas they provide. These suggestions can serve as a roadmap for making enhancements that will have a direct impact on customer satisfaction. Look for patterns in the feedback and prioritize the areas that need attention the most. This way, you can allocate your resources effectively and ensure that your improvements are targeted and impactful.

Once you have made changes based on the feedback, don’t forget to communicate these updates to your customers. Keeping them informed about the enhancements you have made shows that you value their input and are dedicated to providing the best possible experience. It also demonstrates transparency and accountability, building trust and loyalty among your customer base.

Incorporating customer feedback into your business processes is an ongoing process. Continuously track and measure customer satisfaction to ensure that the changes you have implemented are positively impacting their experience. Utilize metrics like Net Promoter Score (NPS), customer satisfaction surveys, or feedback rating systems to gauge satisfaction levels and identify areas for further improvement.

5. Show Gratitude and Offer Incentives

Appreciation goes a long way in building customer loyalty and satisfaction. When customers take the time to provide feedback, it shows that they care about your business and want to see it succeed. It’s important to express your gratitude for their valuable input and let them know that their opinions have a direct impact on the development of your products or services.

To show your appreciation, consider going the extra mile and offering incentives as a token of thanks. This could include discounts on future purchases, exclusive access to new products or services, or even freebies that align with their interests and preferences. By providing these incentives, you not only express your gratitude but also create a positive experience for your customers, encouraging them to continue providing feedback in the future.

Furthermore, offering incentives can also serve as a way to drive customer engagement and loyalty. When customers feel valued and rewarded for their feedback, they are more likely to become repeat customers and advocates for your business.

6. Continuously Track and Measure Customer Satisfaction

Improving customer satisfaction is an ongoing journey that requires continuous tracking and measurement. It’s not enough to gather feedback from your customers; you need to regularly assess their satisfaction levels to ensure that your improvements are making a positive impact.

One effective way to measure customer satisfaction is by using metrics like Net Promoter Score (NPS), which measures the likelihood of customers recommending your product or service to others. By regularly surveying your customers and calculating your NPS, you can track changes in satisfaction over time and identify trends that may require further attention.

In addition to NPS, you can also conduct customer satisfaction surveys to gather more detailed feedback on specific aspects of your product or service. These surveys can provide valuable insights into what is working well and what needs improvement, allowing you to make targeted enhancements that will have a direct impact on customer satisfaction.

Once you have collected the necessary data, it’s important to analyze it to identify trends and patterns. Look for common themes or recurring issues that may be impacting customer satisfaction. For example, if multiple customers mention a specific feature that they find difficult to use, it may be worth investing in improving the user interface or providing additional training resources.

Tracking and measuring customer satisfaction also allows you to evaluate the effectiveness of your improvements. By comparing satisfaction levels before and after implementing changes, you can determine if your efforts are having the desired impact. If satisfaction levels are not improving as expected, you can reassess your approach and make further adjustments as needed.

7. Personalize Your Responses

When responding to customer feedback, it is crucial to go above and beyond in personalizing your responses. By taking the time to address customers by their name, acknowledge their individual concerns, and show genuine empathy, you can create a truly personalized experience that will make your customers feel valued and appreciated.

Using a customer’s name not only adds a personal touch to your response but also shows that you have taken the time to recognize them as an individual. It demonstrates that you value their feedback and are committed to addressing their specific concerns.

In addition to addressing customers by their name, it is important to acknowledge their individual concerns. Take the time to carefully read and understand their feedback, and respond to each point they raise. By doing so, you show that you are truly listening and taking their feedback seriously.

Furthermore, showing genuine empathy in your responses is crucial. Put yourself in the customer’s shoes and try to understand their perspective. Use empathetic language and tone to convey that you understand their frustrations or challenges and genuinely want to help resolve them. This empathetic approach will go a long way in building trust and rapport with your customers.

By personalizing your responses in this way, you not only create a stronger connection with your customers but also boost satisfaction levels. When customers feel valued and appreciated, they are more likely to have a positive perception of your business and continue to provide feedback in the future.

8. Analyze Feedback Patterns

As you gather feedback from multiple sources, it is important to carefully analyze the data to identify any patterns or trends that may emerge. By doing so, you can uncover valuable insights that will help you prioritize your improvement efforts and make targeted enhancements that directly address your customers’ pain points.

One way to identify patterns is to look for specific areas where customers consistently express either dissatisfaction or delight. For example, if multiple customers mention that they are unhappy with the checkout process on your website, this may indicate a need for improvement in that particular area. On the other hand, if customers consistently rave about the quality of your customer service, you may want to focus your efforts on maintaining and further enhancing that aspect of your business.

By uncovering these patterns and insights, you can make informed decisions about where to allocate your resources and prioritize your improvement efforts. This ensures that you are making the most impactful changes that will have a positive impact on customer satisfaction.

9. Foster a Feedback-Friendly Culture

To foster a company-wide feedback-friendly culture, it is essential to ensure that feedback is not limited to a specific department or team within your organization. Instead, encourage all employees to engage with customers and collect insights. By empowering your team members to proactively seek feedback in their interactions, you create a collaborative environment that values the input of every individual.

One way to promote this feedback-friendly culture is by creating channels for internal communication to share and discuss customer feedback. Provide platforms, such as regular team meetings or online forums, where employees can openly discuss the feedback they have received and brainstorm ideas for improvement. Encourage them to share success stories and challenges they have encountered, creating a space for learning and growth.

In addition, it’s important to provide the necessary resources and training for your employees to effectively collect and manage customer feedback. Offer guidance on how to ask the right questions, actively listen to customers, and record their feedback accurately. By equipping your team members with the skills and knowledge they need, you empower them to effectively engage with customers and gather valuable insights.

To further encourage a feedback-friendly culture, recognize and reward employees who actively seek feedback and contribute to the improvement of customer satisfaction. This can be done through incentives, such as bonuses or recognition programs, that highlight the importance of feedback and the impact it has on the success of the business.

10. Leverage Technology

In today’s digital world, technology plays a crucial role in gathering and analyzing customer feedback. By implementing customer feedback tools, such as feedback widgets or chatbots, businesses can automate the feedback collection process and gain valuable insights to improve customer satisfaction.

Feedback widgets are a great way to collect feedback directly from your website or app. These tools can be placed strategically on different pages, allowing customers to provide feedback easily and conveniently. With a feedback widget, customers can share their thoughts, suggestions, or concerns with just a few clicks. This not only makes it more convenient for customers to provide feedback but also increases the likelihood of receiving valuable insights.

Chatbots, on the other hand, offer another innovative way to collect customer feedback. These automated messaging tools can engage with customers in real-time, providing a seamless and interactive experience. By integrating a chatbot into your website or messaging platforms, you can prompt customers to provide feedback during or after their interaction with your business. Chatbots can ask specific questions, guide customers through a feedback process, and even provide immediate assistance if needed. This not only simplifies the feedback collection process but also enhances the overall customer experience.

In addition to gathering feedback, technology can also assist in managing and tracking customer feedback. Customer feedback management systems can help businesses organize and categorize feedback, making it easier to identify trends and track the progress of improvement efforts over time. These systems can provide dashboards and reports that offer a comprehensive view of customer feedback, allowing businesses to monitor satisfaction levels and measure the effectiveness of their initiatives. By leveraging technology for feedback management, businesses can ensure that customer feedback is not only collected but also effectively utilized to drive continuous improvement.

11. Regularly Communicate Feedback-Driven Improvements

Maintaining open lines of communication with your customers is essential for building trust and fostering strong relationships. When customers take the time to provide feedback, it’s crucial to acknowledge their input and show them that their opinions are valued. One way to do this is by regularly updating them on the improvements and enhancements you have made based on their feedback.

Newsletters can be a great platform for sharing these updates. By including a section in your newsletter dedicated to customer feedback-driven improvements, you can keep your customers informed about the changes you have implemented. Highlight the specific feedback that led to each improvement and explain how it has positively impacted their experience. This not only demonstrates your commitment to their satisfaction but also shows that you are actively listening and taking action based on their input.

Social media updates provide another avenue – use platforms like Twitter, Facebook, or Instagram to share posts or stories about the changes you have made. Include visuals, such as before and after images or videos, to showcase the tangible differences that customers can expect. Encourage engagement by inviting customers to share their thoughts and experiences with the improvements. This interactive approach not only keeps your customers informed but also creates a sense of community and encourages ongoing dialogue.

In addition to newsletters and social media, blog posts can be an effective way to communicate feedback-driven improvements. Write a dedicated blog post that highlights the specific feedback you received, the improvements you made, and the impact they have had on the overall customer experience. Use this opportunity to delve deeper into the thought process behind the changes and explain how they align with your commitment to customer satisfaction. By sharing these insights, you not only update your customers but also showcase your dedication to continuous improvement.


In a nutshell, by actively seeking and utilizing feedback, you can take your customer satisfaction game to the next level. From providing multiple feedback channels to encouraging honesty, responding promptly, implementing suggestions, showing gratitude, and continuously tracking satisfaction levels – these steps will help you build stronger relationships with your customers and create an outstanding experience. And remember, at Appzi, we’re here to guide you towards customer happiness, one feedback at a time!

Appzi Release v23.0.0 – July 29, 2023

New Features

Survey questions variation

We’ve just released a new feature that adds more variation to the default survey questions! Now when you create a survey, you’ll be able to choose from a wider variety of questions so you can get the most accurate feedback. Plus, you can customize each question to fit your needs. With this update, you’ll have more control over the types of surveys you create and the responses you receive. So go ahead and start crafting the perfect survey today!

Survey targeting hints

We’re excited to announce a new feature that will help you better understand where and how often your surveys are being displayed. Now, when you create a survey, you’ll see a survey card with targeting hints. These provide details such as the survey type, display frequency, and more. With this information, you can make sure your surveys are reaching the right people at the right time. We hope this update makes it even easier for you to get the feedback you need.

New survey templates

We’ve made some changes to our survey templates! We’ve added 5 brand new templates, so you have more options to choose from. We’ve also removed some of the old ones that weren’t as popular, so that it’s easier for you to find the right template for your needs. With these fresh new designs, you can make sure your surveys look great and capture all the information you need. Enjoy!

3 new languages

We’re excited to announce that our surveys are now available in 3 new languages – Polish, Japanese and Korean! This means you can now create surveys with questions written in these languages, making them accessible to a wider range of audiences. We hope this will make it easier for you to understand the needs of customers from different countries and cultures, and provide better service. Thank you for using our surveys and we look forward to your feedback!


  • We’re excited to announce that our latest release includes an improved feedback response feature! Now, you can easily filter responses by any question present in the survey. This gives you the flexibility to quickly analyze specific questions or topics in your survey results. Plus, you’ll be able to view and navigate through your data faster than ever before. So don’t wait – start exploring and unlocking the insights hidden within your survey data today!
  • We’ve added two new feedback filters to help you find the feedback that you need! The “field is missing from the feedback response” filter will help you quickly identify when a customer has left out important information in their response. Meanwhile, the “high quality feedback response” filter will make it easier to find feedback that contains plenty of detail and helpful insights. With these two filters, you’ll be able to quickly zero in on the feedback that matters most.
  • We are excited to announce that all of our survey fields are now available in Zapier integration! This improvement will make it easier than ever to automate your workflow. You’ll be able to access all of the survey fields you need, including multiple-choice and open-ended questions, so you can create more powerful automations. Plus, you’ll have access to more data points from your surveys, giving you even more insights into your customers. We hope this improvement will make it easier for you to take action on the feedback you receive and truly engage with your customers. Enjoy the improved Zapier integration today!

Bug fixes

  • Fixed Subscription options being unavailable on certain screen sizes
  • Fixed scenarios where filters yielded no results

What is a CSAT survey?

CSAT is short for customer satisfaction score. It’s a commonly used metric that acts as a key performance indicator for customer service and product quality in all kinds of businesses. While customer satisfaction as an idea is a general one, CSAT is a more defined metric that’s expressed as a percentage. 100% would be fantastic and 0% would be terrible.

Pros and Cons of using CSAT


  • Direct feedback from customers – CSAT surveys allow businesses to gather direct feedback from customers about their experiences and level of satisfaction. This can help organizations identify areas for improvement and make necessary changes.
  • Tracking performance over time – CSAT surveys can be used to track changes in customer satisfaction over time. This allows businesses to see the impact of changes they have made and make adjustments as needed.
  • Comparing performance to industry benchmarks – CSAT scores can be compared to industry benchmarks to see how an organization’s performance compares to others in the same industry.
  • Identifying customer needs and preferences – CSAT survey can be used to understand which products or services customers value the most, and which they would like to see improved.


Not least, customizable simple questions!


  • Interpretation of “satisfaction” can vary from person to person
  • Only offers insight on the latest touchpoint or interaction
  • Unsatisfied customers might not take the time to answer

One of the most significant pros of CSAT is that you can customize the question to match whatever touchpoint you’re curious about. Meaning you can ask specifically about an interaction or purchase or anything else you might be curious about.

Additionally, the simple structure of CSAT means your customers can easily and quickly answer, especially with the help of emojis. You can also cater your surveys to the medium by which you plan to send them.

One of the biggest cons of using a CSAT survey is that the definition of “satisfied” or “dissatisfied” can vary greatly from customer to customer. You also might be missing out on those customers who are dissatisfied, they may not take the time to respond to your survey.

How to calculate a CSAT score?

To calculate the score of a Customer Satisfaction (CSAT) survey you should first determine the total number of responses you received, then identify the number of respondents who answered positively or negatively to the survey question.

In a typical CSAT survey, the question may ask something like “How satisfied were you with our product/service?” and provide response options ranging from “Very Dissatisfied” to “Very Satisfied”.

Calculate the percentage of positive responses by dividing the number of positive responses by the total number of responses and multiplying by 100. For example, if you received 100 responses and 75 respondents answered positively, your CSAT score would be 75%.

CSAT (%) = Total Number of Positive Responses / Total Number of Responses X 100

When using feedback collection tools such as Appzi you usually get comprehensive and interactive charts that also show the over time progression of the CSAT, NPS and other scores.

When and how to use CSAT?

The first thing we need to discuss is the difference between the three major survey types – CSAT, NPS, and CES.

All three help establish how satisfied customers are with your product or service. But these surveys also work differently and require a different approach to timing them.

  • CSAT (Customer Satisfaction) measures how satisfied the customer is with your product and/or service. CSAT surveys focus on collecting data that helps gather feedback to improve the product, marketing, sales, and more.
  • NPS (Net Promoter Score) measures whether customers are satisfied with the product and/or service enough to recommend it to others. The goal of an NPS survey is to determine how many of your customers are likely to drive growth through positive word-of-mouth.
  • CES (Customer Effort Score) measures how much effort a customer has to make to get an issue resolved. In other words, this survey type concerns itself primarily with researching how challenging (or easy) it is to interact with your business.

Each survey type gives you different information about your business from the customer’s perspective. And there’s a different ideal time for most and best responses to each type of survey.

In the case of a CSAT survey, the best time is to send it when an experience is fresh in the person’s mind.

Here are some examples of the best times to send CSAT to customers:

  • You can send the survey a couple of days after the purchase or signup for initial customer feedback.
  • You can show an unobtrusive in-app CSAT survey while customers are using the product. The fact that the person is currently engaged with your product increases the chances of them sharing their feedback about it.
  • Similarly, if you want to examine the satisfaction with your support, send the survey right after the live chat, phone call, or a resolved support ticket.

How Often Should You Survey Customers with CSAT?

Over time, as your product evolves and your service gets better; customers’ opinions change. The things they’ve liked in the past might no longer tickle their fancy. The vice versa is also true, you might have improved aspects of your business that customers weren’t too fond of.

And the only way to find out how those changes affect your business and customer satisfaction is by running CSAT surveys regularly.

How regularly? Well, certainly often enough to keep updated with people’s opinions about your product or service, but not too often that the frequency becomes the reason why satisfaction scores fall.

Now, I admit that the above statement might sound too cryptic. So, here are some example scenarios of when you could run CSAT surveys again:

  • After each customer service session to evaluate the success of that particular support channel, support representative, and support category.
  • After each renewal to know exactly why they decided to stay with you.
  • After a major product update (bug removal, new features, etc.) to see what difference it made.
  • Follow up with the customer segment every 6-12 months to identify whether your CSAT score has improved.

Quick tips on running a successful CSAT survey

Now, let me be clear about this: Timing isn’t the only factor required to increase the CSAT response rate. So, for the end, let me share with you a couple of tips that will help you improve CSAT survey success:

  • Use a good-looking CSAT survey form: Apply your brand colors, ensure it’s mobile-friendly, A/B test different formats (corner widget, modals, banners, email surveys, etc.).
  • Ask relevant rating questions: Get answers for different sections of your business with relevant questions. For example, “How would you rate the support you received?” after a support session or “How satisfied are you with our onboarding process?” after someone signs up.
  • Consider using in-app and website feedback tools: These tools come in various forms, including pop-up surveys, in-app feedback forms, and website polls. By implementing them, you can capture customer feedback in real-time, as they interact with your product or service.

Why does my CSAT score matter?

Creating an elevated customer experience is not rocket science. Once you’ve got the customer satisfaction scores, you can use them to inform how you create superior customer experiences. Why? Simply because you’ve heard directly from the customers themselves.

Jeff Bezos, when asked about a key aspect of Amazon’s philosophy, said it best: “We are not competitor-obsessed, we are customer-obsessed. We start from the customer, and we work backwards.”

If there are any words your business should live by, these will do quite nicely.

Fun fact: acquiring new customers is a much more expensive endeavor than retaining existing ones. Trying to convince someone to try something new is just fundamentally harder than convincing someone who has already expressed an interest to stick around. An existing customer doesn’t have that mental barrier to diving into the unknown. Best of all, they are familiar with your service. And that’s not all: existing users, if you treat them well, can even be an invaluable source of referral traffic.

What this means is that increasing customer retention and improving your CSAT scores will get you to a level of mastery where your clients do some of the hard work for you. Rather than investing extensively in advertising campaigns, word of mouth from your customers will work as a potent way to invite new users and create strong conversions.

CSAT benchmarks by industry

A CSAT score of 80% is usually tagged as a gold standard for excellent performance, however, it does vary from industry to industry. A good CSAT response rate is anything around 25%, and 50% or higher should be considered an excellent CSAT survey response rate. It all depends on the type, nature and age of your company that decides what score is good to be considered. Comparing your company’s CSAT against your competition, or the industry as a whole is where they’re often most useful.

CSAT benchmarks across several industries according to the American Customer Satisfaction Index (ASCI) for the year 2022:


Closing Thoughts

CSAT surveys are a valuable tool for businesses to understand their customers’ satisfaction levels. By gathering direct feedback from customers, organizations can identify areas for improvement and make necessary changes to enhance the customer experience. Regularly administering CSAT surveys can help businesses track changes in customer satisfaction over time, and compare their performance to industry benchmarks. It is important to understand that CSAT is not the only metric that can be used to gauge customer satisfaction and it’s not a panacea to everything. it has to be used as one part of a larger measurement system, alongside NPS, CES and other methods.

Appzi Release v22.1.0 – March 07, 2023

New Features

Image lists are now available for custom surveys

The new feature of using branded images in custom surveys offers a significant advantage to those who want to enhance the survey experience for their customers. With this feature, survey creators can now incorporate branded images and other creative visuals into their survey questions, making them more engaging and interactive for participants.

Previously, survey creators had to rely on plain numbers to convey their survey questions, which can sometimes be dry and uninteresting for respondents. But with the ability to use branded images, creators can now make their surveys more visually appealing and reflective of their brand.

For example, a restaurant owner could use images of their signature dishes in a survey about customer satisfaction, or a clothing retailer could include images of their latest clothing collections in a survey about customer preferences. This can create a more immersive survey experience for participants and can help capture their attention and interest.

In addition to improving the visual appeal of surveys, the use of branded images can also help reinforce brand recognition and create a more memorable experience for participants. By using consistent branding throughout the survey, participants are more likely to remember the brand and their experience with the survey, which can lead to increased brand loyalty and engagement.

Overall, this new feature offers a valuable tool for survey creators to create more engaging, visually appealing, and memorable surveys. If you would like to create a custom survey that fits your brand feel free to give us a shout.


  • We’re excited to announce an improvement to our email notifications! Now, when you receive a notification about new feedback, the link that was used to submit the feedback will be included in the email. This means no more trying to figure out where the feedback originated from – it’s already listed in the email so you can take the appropriate action quickly and easily. We hope this small change will make managing your feedback even easier.
  • We’ve updated the soft limits for portals and surveys to give our users more flexibility in their workflows. Now, each portal can have up to 25 surveys and each owner can have up to 25 portals. This means that you can now create more surveys and portals than ever before. With these changes, you can better organize your data, collaborate with colleagues, and create more meaningful insights. So go ahead and create away!

Bug Fixes

  • Fixed: Hint texts and scores not being aligned in some NPS items
  • Fixed: Reply-to email address having no spaces around it in email notifications

Appzi Release v22.0.0 – January 26, 2023

New Features

A or B survey field

A/B questions are useful in surveys because they are easy for respondents to understand and answer. They can also provide a clear and simple way to gather information about a specific topic or issue. For example, a binary question can be used to determine whether or not a respondent has experienced a certain event or has a particular characteristic. Additionally, yes/no questions can be used to filter respondents, by asking a question that only certain respondents will answer “yes” to, before moving to the next set of questions.

Here’s an example when this type of question is at the beginning of the survey and the user have the choice to either continue on with the survey or dismiss it by selecting “Not now”

Survey flow can be controlled depending on the question’s position in the survey and the presence of other items on the same page as the A/B question. Below you can see a typical survey where the A/B question is on second page. If the user chooses “Sure” then the survey advances to the email field, otherwise the feedback response is sent without bothering the user with the unnecessary email question.

Number Ranges

Now you can choose between a CES, CSAT and NPS scale to use in your survey or just create a custom one that fits you. Stylize your scale size and button shape in our redesigned “Item Setting” section. Descending order and negative values are allowed for General Score question type. We also added interactive charts for Customer Effort Score questions for a easier comprehension of the effort that your customers put in a certain interaction with your product.

CSAT (Customer Satisfaction Score) is a metric used to measure the satisfaction of customers with a product or service they received. The results of CSAT surveys can be used by businesses to evaluate their performance and make improvements to better meet the needs of their customers.

NPS (Net Promoter Score) is a customer loyalty metric used to measure the willingness of customers to recommend a company’s products or services to others. A high NPS indicates that a large proportion of customers are satisfied and likely to recommend the company, while a low NPS suggests that improvements are needed to increase customer satisfaction and loyalty.

CES (Customer Effort Score) is a metric used to measure the effort required by customers to resolve a problem or complete a task. The results of CES surveys can provide valuable insights into customer experiences and help businesses to improve their processes and customer service. By reducing the effort required by customers to resolve problems or complete tasks, businesses can increase customer satisfaction, loyalty, and likelihood of repeat business.

You can also use a custom scale rating question in a survey when you want to gather specific and detailed information that cannot be accurately captured by a standard scale.

Survey Thumbnails

Surveys cards on your dashboard will now contain a thumbnail of the survey for easier differentiating between multiple surveys. No more confusion which survey is which – everything is understandable at a glance.


Armenian Language

We’re excited to announce that we’ve added support for Armenian language! From now on, Appzi surveys are available in Armenian. We hope that this new feature will make it easier for our users to use our product and access its features. Plus, we think that having support for Armenian is an important step towards making our product more accessible and inclusive. Enjoy!



  • We’ve made a great update to the Design and Collect pages – switching between surveys no longer resets routing to Trends page! No more losing your place when you’re in the middle of designing a survey. Plus, you can easily switch between surveys as many times as you need without having to navigate back to the page you were on. Try it out and let us know what you think!
  • We’ve updated the UI to ensure a more consistent experience. Our design team has worked hard to bring consistency across our product, making it easier for you to use. You’ll now find common elements in the same place, like navigation and buttons, so you can move around the product more easily. We’ve also made sure that all our designs are optimized for both desktop and mobile, so you always have a great user experience. Thanks to these improvements, you won’t need to spend time figuring out how to use our product – you can just get started quickly. We hope these changes make your workflows smoother and more efficient.

Bug Fixes

  • Fixed scroll issue on Firefox
  • Fixed some alerts not being sent
  • Fixed focus selector overlapping with not selected items