NPS, CSAT and CES surveys ask one question. When you need several in a single round — rating service, quality and deadlines, finding out what to improve and still measuring NPS — use the Questionnaire type. It's available on the Pro, Business and Enterprise plans and during the trial; on the Free plan the card shows Available from the Pro plan.
To make it concrete: Andes Distribution sells to other businesses and, twice a year, wants a full picture of each customer — three satisfaction scores, what to improve, NPS, whether they'd join a success story, and an open comment.
Start from a template or from scratch
In New survey, the Questionnaire group has three ready-made templates: B2B customer satisfaction (exactly Andes's case, with seven questions), New customer onboarding and Event feedback. See example lists the questions before you use it. A template fills in the title, thank-you message, email subject and every question — all editable. To start empty, choose Start from scratch and the Questionnaire card in the Type step.
Configuration: how the questionnaire looks
- Title and Opening text — what people read before the first question.
- How questions appear — One question at a time (conversation style, best on mobile, with keyboard shortcuts) or All on one page (best for short questionnaires).
- Show progress bar and Allow going back to the previous question.
- Response limit — once reached, the questionnaire closes by itself. Handy for the open link.
- Message after submitting.
Questions: types, order and conditions
Add question offers nine types: Scale (up to 11 points, with start and end labels), NPS (0 to 10), Matrix (several rows on the same scale), Single choice, Multiple choice, Dropdown, Yes or no, Short text and Long text.
- Order — drag by the handle or use each question's menu (Move up, Move down, Duplicate, Delete).
- Collapsed questions — with four questions or more, they show up closed, displaying only the text and badges such as Conditional and Optional. Click a question to open it, or use Expand all and Collapse all. A new question and a question with an error open on their own.
- Options — Paste list adds many at once (one per line), filling blank options first and leaving out repeated lines; Include "Other" option with a text field lets people write; Shuffle options reduces first-option bias.
- Show this question only when… — the question appears only if an earlier answer matches the rule. At Andes, "What was missing?" only shows for people who rated service 2 or lower. Conditions can only use earlier questions; if reordering breaks that, the question is flagged until you fix it.
- Required answer — a required question hidden by a condition is not enforced.
- Preview — shows the questionnaire exactly as respondents see it, with conditions working.
Deleting a question you've already written, or an option used in conditions or rules, asks for confirmation and tells you what goes with it. Changing the type also warns you when it discards filled-in options or rows — from Matrix to Scale, for example, the rows go, but the scale and its labels stay.
If any question is incomplete, saving stores nothing: the form goes back to the Questions step with the problem highlighted.
Count in the account NPS
An NPS-type question shows Count in the account NPS. Only one question per questionnaire can be marked, and only it feeds the dashboard and report NPS. With none marked, the questionnaire doesn't touch your NPS at all — other scores (a 1-to-5 satisfaction, for example) never mix into it.
Channels and the open link
Questionnaires can be sent by Email, WhatsApp and Open link; Website / Embed and App aren't available, because several questions don't fit in a pop-up. Each send uses one credit, however many questions there are.
- Email — shows how many questions there are and the estimated time. If the first question is a required scale or NPS with no condition, its scores appear right in the email: the click opens the questionnaire with it already answered.
- Open link — an address to share anywhere, no contact list needed. In Channels (and later on the survey detail) you copy the address, use Download QR code for printed material and, if the link ends up where it shouldn't, Generate new address — the old one stops working immediately, including any QR code already printed. Open-link responses are anonymous, one per device, and go through a bot check.
Progress is saved as people move along: if they close it and come back through the same invitation, they pick up where they left off.
In One question at a time mode, people can answer with the keyboard alone: numbers pick the score, letters pick the option (in yes or no, A is Yes and B is No) and Enter moves on. Ticking Other puts the cursor straight in its text field. All on one page has no shortcuts, and the letters don't show on the options.
After the first responses
As soon as someone starts answering — even before they submit —, the structure is locked: you can fix texts and whether answers are required, but not add, remove or change question types — that would make older answers incomparable. To change the structure, use Duplicate survey: the copy starts as a draft, with the questions, conditions and rules, and gets its own open link. Test sends don't lock the questions.
The survey type locks earlier: from the first response on, including one from a test send, the other cards in the Type step show This survey already has responses: create a new one for another type.
While the questionnaire is running, you can only edit it live when the open link is its only channel. With email or WhatsApp, use Pause survey, make your changes and finish with Save and resume. When editing live, the buttons become Save changes and Finish editing, and collection carries on as usual.
Results question by question
Under Results the questionnaire has its own screen:
- Responses, Completion rate, Typical time (the median — someone who opens it and finishes the next day doesn't skew it) and the marked question's NPS.
- One card per question: score distribution and average, each option's share (in multiple choice, over the people who answered — so it can add up to more than 100%), the matrix heat map and the written answers, with search and sentiment.
- Cross filtering — click a bar to see the whole questionnaire from only the people who gave that answer. Andes clicks "Delivery time" and sees those customers gave a much lower NPS. Up to five filters at once.
- Where people stop — how many reached each question and how many gave up on it. For a question with a condition, only people who actually saw it count.
- Individual responses — the list, with each person's full response. In anonymous surveys nobody is identified. If the contact is deleted later, the response stays in the numbers and shows as Removed contact.
- Export — Excel and CSV with one column per question (each matrix row gets its own column, and yes or no comes out written as Yes and No) and a PDF summarizing every question. The export follows the period, channel and cross filters in use: if Andes is looking only at people who ticked "Delivery time", that's what goes into the spreadsheet.
How it connects to the rest
- Follow-ups — under Open follow-up automatically, at the end of the questions, you create rules like "service less than or equal to 2". When a response matches, a follow-up opens with the reason written on its card. The question marked for NPS also opens follow-ups for detractors, like NPS surveys do.
- Alerts — the Question average below condition warns you when a scale's average over the last 30 days drops below the chosen value. New feedback and Negative sentiment don't apply to questionnaires: their text answers live in each question's card, under Results.
- AI analysis — text answers get sentiment and topics, within the plan's monthly AI quota.
- Reports — the Questionnaires tab puts them all side by side for the period: responses, completion, typical time and NPS.
Where to go next
- Survey types — when a questionnaire beats a one-question survey.
- Sending channels — email and WhatsApp in detail.
- Alerts — follow-ups and warnings in more detail.
In short: pick a template or the Questionnaire type, build the questions with the conditions that make sense, mark (if you want) which question counts toward the account NPS, send by email, WhatsApp or open link, and read the results question by question, cross-filtering with a click.