With Steer's new, easy-to-use survey builder, understanding customer satisfaction has never been easier. Use surveys to collect feedback on your service or gather NPS ratings.
To learn how to set up a survey that includes Review Buttons, Click Here.
Jump to:
- How to set up Steer Surveys without Review Buttons
- How to send Steer surveys
- Survey reporting
- Using different survey providers
- How To Diagnose Survey Feedback Discrepancies
How to set up Steer surveys without review buttons
Note: Only one survey can be created at any given time.
Go to Settings > Widgets > Surveys. Here, you can:
- Customize the colors of your widget.
- Set up your survey questions. Choose from an open-ended question or a linear scale question
("On a scale from 1 to 5, how good was the coffee at our shop?")
How to Send Steer Surveys
Option 1: Send through a campaign
See this article for how to set-up new campaigns. The most common use case is to include a survey in the review request follow-up.
Example for Message Campaign:
- Go to Campaigns > Active
- Under Follow-up Campaigns, there is a Review Request campaign. If you would like to send customers to your survey instead of review sources, add the Steer survey.
- Click the 3-dot menu next to Message.
- Then, click Edit Text > Edit Template.
Select the {survey.url} token from the list in the Message Builder and place it in the appropriate place in the body of your message. 
Note: If you Send Test on an campaign with a survey token, the link will be broken. If you want to test it - please, create a test campaign with test users as the target segment.
Option 2: Send through a Direct Email or Text Message using Canned Messages
- Go to Platform > Messages > Text Messages > Sent
- Select a message.
- Click the 3-dot menu next to Schedule.
- Click Edit Canned Messages.
- Click New Canned Message, then name your message.
- Click Company Location under Dynamic Keyword, then select Survey.
Setting this up lets you reply to your customers via text or email and quickly select the canned survey message.
How to receive a notification for new Steer surveys
Go to My Account > Notifications. Here, you can find your account's notification preferences. Go to New Survey Response and toggle it ON. That means that whenever a customer completes a new survey - you'll receive an email notification with answers they've provided to your questions so that you can react quickly if needed.
Survey Reporting
To see how customers are responding to your shop's surveys, go to Reputation > Surveys. Here, you will find a dashboard that provides the following information:
- Average survey ratings
- Total responses (all time and by month)
- Customer responses
You can filter reviews by:
- Keyword
- Rating
- Date
- Customer name
Filtering reviews by keyword helps your shop identify specific team members who are receiving reviews, people who get particular work done on their vehicle, and other things like "poor," "great," "exceptional," etc.
Replying to Survey Responses
You can reply directly to a customer's survey by text or email. From the Reputation > Survey dashboard, click Contact Customer.
How To Diagnose Survey Feedback Discrepancies
Sometimes, customers leave glowing feedback but only one star. This is usually due to user error. Here’s how to troubleshoot and address this issue:
Troubleshooting Steps
Check for System Errors
- Navigate to “Campaigns” > “Active.”
- Review your survey campaign.
- Select the three dots, choose “Preview Design,” then “Send Test.”
- Input your phone number and send the test survey.
- Ensure that ratings of 3 stars and below ask for additional context, while 4 and 5 stars redirect to Google.
If everything works correctly, it was likely a customer error.
Handling Customer Errors:
Sometimes, a customer might mistakenly select a 1-star rating but leave positive feedback.
Here’s how to address it:
- Acknowledge the Feedback: Thank the customer for their positive comments.
- Explain the Situation: Politely mention the possible rating error.
- Request a Re-Post: Ask if they could repost their review with the correct rating.
- Provide the Google Reviews Link: Make it easy for the customer to update their review.
By following this approach, you can maintain positive customer relationships and ensure accurate reviews.
Please reach out to Customer Support if you have any questions.
- or chat with our team via the Steer platform.