Docs / Journeys, Signals & Email
Surveys and NPS
Design, send, and read surveys — NPS, CSAT, and custom — through one engine.
Surveys & NPS
Velsano runs surveys through one engine in Automation Hub → Surveys — NPS is simply a survey whose primary question is type *NPS*.
Building and sending
+ New Survey (from a template or blank). Choose a survey type (NPS, CSAT, CES, Onboarding, Renewal, Custom), add questions, set theme and options, then Send Survey. In the send dialog, target specific customers or a segment, pick which contacts (Primary / Executive / Champions / All), set an expiry, and skip contacts who responded recently. Surveys can also be a step inside a journey.
Responses and impact
Respondents answer via a public token link — no login required. Results, a Detractor Tracker, and VoC insights land back in the Surveys tab. NPS feeds the health score (as the NPS component) and drives sentiment signals used by rules and segments.
Related: *The Automation Hub* · *Churn risk analysis* · *Contacts, roles, influence & sentiment*
More in Journeys, Signals & Email
- Signal rules: automation triggers
- The Automation Hub: journeys, campaigns, templates & surveys
- Creating your first journey
- Email templates with dynamic attributes
- Email deliverability: domains, unsubscribe & bounces
- External Actions & webhooks
- Segments: building & using them
- Default signal rules (reference)
- Criteria fields (reference)