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Configure customer survey forms

Updated Wednesday, October 28, 2026 · Marc Staine

Survey forms define the questions, satisfaction metrics, page presentation and email invitation used to collect customer feedback. A focused form makes responses easier to interpret and reduces unnecessary effort for customers.

Applies to: Supportbench Core. Location: Settings → Customer surveys → Survey forms. Editing requires Administer survey engine.

Before you begin

  • Decide whether you are measuring satisfaction after a Case or inviting a selected audience to a scheduled survey. The form type affects the questions and the sending workflow.
  • Choose the intended Division and Community. Prepare customer-friendly questions and an invitation that explains why feedback is useful.

Configure and verify

  1. Open Settings → Customer surveys → Survey forms and choose New Survey.
  2. In Setup, choose Satisfaction Survey or Scheduled Survey, then the intended Division and required Community. Enter the form details and review Active.
  3. Use Metrics and Questions to choose the measures and order. A Satisfaction Survey includes a locked CSAT question; a Scheduled Survey can use other ordered questions with optional satisfaction.
  4. Use Add question for an available field or New field to define a custom question. Check that its answer choices and required behavior suit the audience.
  5. Edit Survey Page and Invitation Email. Use supported variables such as {{survey_url}}, {{case_id}} and {{community_logo}} only in the relevant context; review their detailed rules below.
  6. Choose Preview to inspect the unsaved survey page and invitation. Preview does not send an email or save the form.
  7. Choose Save Changes and reopen the form. Confirm type, Division, Community, question order and Active. Then test the intended Case-survey workflow or scheduled-survey path with an approved recipient.
  8. Review Audit for saved changes. Before deleting a form, inspect the reported workflow usage: deletion disables workflow triggers that use that form.

Settings reference

Setup

SettingWhat it controlsHow to choose
Name / DescriptionForm identity, up to 50/250 characters.Describe its purpose and point in the customer journey.
TypeSatisfaction Survey is for post-case workflows and includes a locked satisfaction question. Scheduled Survey is for scheduled feedback and makes satisfaction optional.Choose the type compatible with the intended sending workflow.
Division / CommunityScopes the form and selects the customer portal used by it.Use the intended support team and portal.
ActiveMakes the form available to supported consumers.Activate after previewing the page and invitation.

Metrics and questions

SettingWhat it controlsHow to choose
CSAT question and scaleConfigures the customer-satisfaction question and its scale/positive-negative wording.Use a clear question and a consistent scale across comparable surveys.
Sentiment labelsNegative, neutral and positive response wording.Make each meaning distinct.
Five-point low/high labelsExplains the endpoints of the five-point scale.Ensure the labels agree with the question.
CES labelCustomer-effort wording.Ask about effort directly and keep the response interpretation clear.
NPS prompt and low/high labelsConfigures recommendation wording and scale endpoints.Avoid changing scale meaning between comparable survey runs.
QuestionsSelects survey fields and their presentation order.Ask only questions that support an action or decision.

Page and invitation

SettingWhat it controlsHow to choose
Form title / Header / FooterText shown around the customer survey page.Explain the purpose and keep navigation concise.
From / Subject / Template / Email bodyInvitation identity and content.Use a recognizable sender and explain why feedback is requested.
Page / Email previewShows the configured customer experience.Inspect question wording, links, formatting and audience before using the form.

Behavior to know

  • Survey field definitions are managed separately. If a question is missing, check its Active state, type and form selection.
  • A form missing from a scheduler may be inactive or incompatible with that sending workflow.

Recommended use

  • Choose the intended audience before configuring content or recipients.
  • Preview the complete experience and inspect a representative result before broad use.
  • Keep customer-facing wording short, specific and consistent with the rest of your portal.

Worked example

  1. Create a concise post-support satisfaction form.
  2. Choose the intended portal and division.
  3. Add the relevant satisfaction metric and one useful optional question.
  4. Preview the page/invitation and inspect a controlled response before scheduling a wider audience.

Troubleshooting

ProblemWhat to check
The form cannot be selected for a sendCheck Active, survey type, Division and the intended workflow/campaign’s compatibility.
I cannot remove the CSAT questionThe Satisfaction Survey type requires its locked CSAT question. Use the appropriate form type for a different question mix.
A custom question is missingCheck its field definition, Active value and placement/order in Questions.
Preview looks right but nothing was sentPreview sends nothing. Save the form and verify the separate Case-survey or scheduled-survey sending path.
A workflow stopped sending after form deletionInspect the workflow triggers that used the deleted form. Configure a valid replacement and review the workflow before re-enabling the intended action.
I cannot edit a formCheck Administer survey engine.
  • Customer surveys → Configure custom survey questions
  • Customer surveys → Schedule a survey and review recipients
  • Self-Service → Configure a customer portal
  • Email configuration → Configure reply addresses and signatures

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