With Birdeye’s pulse surveys, businesses can effortlessly connect with their customers at any point in their journey by engaging at the right time, in the right channel. You can reach out to your customers the way they prefer and double your response rates.

CREATING PULSE SURVEYS

To create a pulse survey, go to the ‘Surveys’ tab on the left navigation rail and click the ‘Create Survey’ button.

Select the ‘Pulse’ option from the pop-up window.

On the new screen, you will be able to customize the survey name and questions. To edit the survey name, click the ‘Pencil’ icon next to the survey name.

ADDING SURVEY QUESTIONS

You will also be able to add five types of questions - Multiple choice, Short question, Paragraph, Rating and 'NPS’, to get detailed surveys from the customers via text. Click on the 'Add question' drop-down menu to add a new question type. NOTE: When you hover over a question, you can view a help text and a preview of the question type. To learn more about survey question types, read the help article: What different types of questions can I create within a survey?

ADDING LOGIC TO THE SURVEY FLOW

Once you add your questions, you will have the option to use 'Display logic' or 'Skip logic' to your question's flow in order to make the survey a personalized experience. To know more about the two tools, read the help center articles:
How can I use Display Logic while creating a survey?
How can I use Skip Logic while creating a survey?
PREVIEWING PULSE SURVEYS

Once the survey is created, you will be able to preview the survey and understand the text message flow on desktop and mobile. To preview a survey, select the ‘Preview survey’ option on top right.

You can also preview the survey while editing it. To preview the survey, click the ‘Preview’ drop-down button and select the device you want.

When you select ‘Mobile preview’, a screen pops up on the right and you will be able to see how the two-way conversation takes place with the customer.

DISTRIBUTING PULSE SURVEYS

Once the survey is created, you will be able to distribute the survey and start getting responses on the survey. To learn how to send out surveys using survey links, read the help center article: What are the different ways to send a survey?

MANAGING SURVEYS WITHIN THE INBOX

When customers start responding to your surveys, you will be able to see their responses in the inbox and have a two-way conversation with them via email or text. For more information, read the help article: How do I manage surveys within my Birdeye account?

FAQ’s

Q1. How are pulse surveys different from regular surveys?
A: Pulse surveys can be sent on text and enable a customer to respond via text. It’s quicker and allows for more people to participate almost instantly after.

Q2. What happens when someone doesn’t respond to the survey?
A: The survey will be open for 48 hours. After 48 hours, if the user responds then it will not be treated as a survey response but a direct message.

Q3: If user is taking pulse survey and he receives a message from business via automation or any means, then what happens?
A: The pulse survey will stop if user receives any other message from businesses during that time.

Q4. What is the first message which goes to the contact when a pulse survey is run?
A: The first text which goes to the contact in the case of pulse surveys is the combination of three things: 'Survey text template', 'First question of the pulse survey' and 'Appended text that tells the contact how to reply'.
For example, “Hi Aaron, Thanks for choosing Breakroom. Please take the below survey. On a scale of 10, how likely are you to recommend us? 0 = poor, 10 = excellent” 

Q5. What happens when someone answers the first question, but none afterwards?
A: The response to the first question will be recorded, it will be treated as a partial response. A thank you message will be sent to them about 5 minutes after completing the survey.

Q6: Can I add a 'Review request' question at the end of pulse surveys?
A: No

Q7: Are pulse surveys available on the Birdeye mobile app?
A: No