Send NPS, CSAT or your own questions by email or text to the contacts in your CRM, or share a link. Answers are scored for you, and a workflow can follow up on the unhappy ones.
A custom survey: a star rating, a multiple-choice question, checkboxes, a number scale and an open question.Point at a numbered area to see it up close.
Ratings, choices and written answers in one survey.
Checkboxes and number scales for the details.
The first rating question sets the score, and removed questions keep their answers.
Checkboxes and number scales for the details.
The first rating question sets the score, and removed questions keep their answers.
Build a survey
Start From NPS, CSAT or a Blank Survey
NPS and CSAT start with the standard question already written. A custom survey starts blank, and you mix ratings, choices and written answers.
NPS asks how likely someone is to recommend you, from 0 to 10. CSAT asks how satisfied they were, from 1 to 5.
Seven kinds of question: NPS, CSAT, star rating, number scale, multiple choice, checkboxes and open text.
Up to 20 questions, each required or optional, in the order you choose.
The first rating question sets the survey's score, and Hiveku works it out for you.
NPS is the share of promoters (9 or 10) minus the share of detractors (0 to 6). CSAT is the share who answer 4 or 5.
Remove a question and its past answers are kept, not deleted.
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Surveys: NPS, CSAT and your own questions, delivered by email or text and scored automatically.Point at a numbered area to see it up close.
Start from NPS, CSAT or your own questions.
NPS and CSAT surveys, each a draft until you switch it on.
Start from NPS, CSAT or your own questions.
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A survey's questions: the standard NPS question plus your own follow-up, with send, results and deliveries beside them.Point at a numbered area to see it up close.
Standard NPS wording, plus your own follow-up.
Send it by email or text when you are ready.
Send it by email or text when you are ready.
Send
Send by Email, Text or a Link
Pick contacts from your CRM or paste email addresses, and each person gets their own link. Or copy the survey's share link and use it anywhere. A survey stays a draft until you switch it on, and a draft cannot be sent.
Auto sends an email when the contact has an address, and a text when they only have a phone number.
Up to 200 people in one send, picked from your CRM or pasted in.
Survey emails come from your own verified domain. NPS, CSAT and star-rating emails carry the score buttons.
A tapped score opens the survey with it picked. Nothing is saved until they press Submit.
Texts need a Hiveku number registered for texting, and go out between 9 a.m. and 8 p.m. in your time zone.
Nobody is asked again within 90 days across all your surveys, unless you change the window.
Emails skip anyone who unsubscribed or is on your Do Not Contact list, and texts honor texting opt-outs.
Each personal link works for 30 days.
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Sending a survey: pick CRM contacts or paste email addresses, and send by email or text.Point at a numbered area to see it up close.
Pick contacts from your CRM, or paste email addresses.
Find contacts in your CRM by name or email.
Auto sends an email when there is an address, a text when there is not.
Recently surveyed contacts are skipped, and texts wait for business hours.
Find contacts in your CRM by name or email.
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Survey settings: how often a contact may be asked, and the words of the email and the text.Point at a numbered area to see it up close.
Your own subject and intro above the score buttons.
Nobody is asked again within 90 days, across all your surveys.
A text with their first name, your business name and the link.
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What your customer sees: one tap for the score, then a short follow-up.Point at a numbered area to see it up close.
Customers tap a score from 0 to 10.
One short follow-up, then Submit.
A thank-you as soon as they submit.
A thank-you as soon as they submit.
Results
Your Score, Worked Out for You
The Results tab works out your NPS or CSAT and splits the answers into promoters, passives and detractors, or satisfied, neutral and dissatisfied. Below that are the answers per week for the last 12 weeks, each question's answers with what people wrote, and the latest responses with their scores. Sent and the response rate count the people you asked by email or text. Answers through the share link count as responses only.
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Survey results: the NPS score, its breakdown and the answers to each question.Point at a numbered area to see it up close.
The latest written reasons, newest first.
The latest responses, each with its score, colored by group.
Your NPS, worked out for you, split into promoters, passives and detractors.
How the scores spread from 0 to 10, with the average.
The latest written reasons, newest first.
The latest responses, each with its score, colored by group.
Workflows and helpdesk
Surveys That Run on Their Own
Send a survey from a workflow, start a workflow when an answer comes in, and have the helpdesk ask how it went after each ticket.
Add a Send Survey step to a workflow, for example 30 days after someone becomes a customer.
Start a workflow when an answer comes in, for one survey, a score group or a score range.
Turn every low score into a helpdesk ticket, so your team follows up.
A Send Survey step keeps to the survey's re-ask window and to the texting hours.
A workflow runs only once you switch it on.
After a ticket is resolved, the helpdesk can email a short survey. The answer shows on the ticket and in Reports.
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A detractor follow-up: a low NPS answer opens a high-priority helpdesk ticket.Point at a numbered area to see it up close.
Filter by survey, score group or score range.
The ticket says who scored what, at high priority.
Every unhappy answer becomes a helpdesk ticket.
Filter by survey, score group or score range.
Every unhappy answer becomes a helpdesk ticket.
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A workflow that emails the NPS survey 30 days after someone becomes a customer.Point at a numbered area to see it up close.
Wait as long as you like before asking.
Choose the survey, who gets it and how.
Ask for a score 30 days after someone becomes a customer.
Wait as long as you like before asking.
Ask for a score 30 days after someone becomes a customer.
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The helpdesk satisfaction survey: emailed after a ticket is resolved, with the answer on the ticket and in Reports.Point at a numbered area to see it up close.
Choose when it goes and what it says.
Customers answer Great, OK or Not great.
After a ticket is resolved, the customer gets a short survey.
Customers answer Great, OK or Not great.
Inside Hiveku: Feedback Tied to Each Customer
Surveys go to the contacts in your CRM, and every answer to a personal link shows who gave it. Follow-ups land in the helpdesk as tickets, and review funnels ask every customer, happy or not, for a public review.
One customer's record: calls, emails, meetings, notes, tasks and invoices in one timeline.
Who they are, who owns them and where they came from.
Calls, emails, meetings and notes in one timeline.
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One ticket: the customer's message, your team's notes, their earlier conversations and the SLA clock.Point at a numbered area to see it up close.
The whole conversation, with internal notes only your team sees.
Set the status and priority, and choose who owns it.
Set the status and priority, and choose who owns it.
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A review funnel: every customer rates first, unhappy ones reach your team privately, and everyone still gets the review link.Point at a numbered area to see it up close.
A short path that ends on your review page.
Set who sees each step and how the rating is drawn.
Start Asking Your Customers
Surveys are part of every plan, from $39 a month. Each survey text you send costs 1 cent.
