Survey templates define the questions customers receive and the rules for sending surveys. Administrators create templates to standardize feedback collection across locations and programs.

Who Can Create Templates

Survey templates can typically be created or edited by Admin or Owner users.

Standard users and read-only users generally cannot access template configuration.

Create a New Template

*Before creating a new template, please contact support@listen360.com to ensure compatibility with your data integration.

1. Navigate to Account>Templates
2. Click Create new template
3. Enter a template name that describes the survey purpose.
4. Select the survey stage/type.
5. Configure the delivery settings.
6. Add survey questions.
7. Click Save.

Once saved, the template becomes available for surveying.

Select a Survey Stage

When creating a template, choose the appropriate survey type for your use case.

Common survey types include:

• Recurring – Sent periodically to active customers.
• Service Completed – Sent after a defined milestone (End-of-event or project surveys).
• Lead (prospect) – Sent after a potential customer interaction.

The selected stage determines the default behavior for survey timing and scheduling.

Add Survey Questions

Within the template editor, you can define the questions customers will see.

Common survey components include:

• Net Promoter Score (NPS) question
• Follow-up questions
• Additional custom questions

You can edit question text at any time by opening the template and updating the relevant fields.

Update an Existing Template

To modify a template:

1. Navigate to Account>Templates
2. Select the template you want to edit.
3. Update the desired settings or questions.
4. Click Save.

Changes apply to surveys generated after the update unless otherwise specified.

Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com