What’s included in the Beta version?
The beta version of Surveys includes a ready-to-use Customer Satisfaction (CSAT) survey with limited customization options. While the question and answer format is fixed in the beta, you can customize the survey page title, description field placeholder, and the completion message shown after a guest responds.
Survey types
Preset surveys
Collect simple, quick feedback after a visit using predefined surveys. Only CSAT is available as a preset survey in the beta version.
Presets help you get started quickly and in a standardized format across all locations
Preset surveys can be automatically shown on your public pages when guests complete or cancel their visit.
Links to preset surveys can be quickly added to any Customer message email with the feature "Include in messages".
Links to preset surveys can be added as a variable to any outgoing message: Customer messages, Team notifications or direct chat.
Responses are tied to the relevant visit data and can be exported as a csv.
Individual survey responses are shown in the Customers details panel.
Custom surveys
Note: Custom surveys are not available in the beta version and will be included in a future release.
How surveys are sent
Use the quick-add feature in the preset survey settings called "Include in messages" to insert the survey link directly into any Customer message email. Although the link won’t appear in the message template, it will still be included at the bottom.
Alternatively, manually add the survey link variable into any customer message or team notification template (email, SMS or push) or direct chat.
The Visit ID is required in the survey URL for the response to be recorded. This ID is automatically appended when you use the "Include in messages" feature or the survey link variable, so there’s no need to do anything manually.
Note: Surveys will not appear on the Kiosk view.
To enable tracking, ensure the Visit ID is included as a variable in your message URL. This helps tie the response to the correct visit record.
Guest experience
When the CSAT survey is enabled, guests will see it online on their Status Page once their visit is marked as Completed or Cancelled.
Notifications for your team
Choose to notify staff when a guest submits a survey using the new team notification template "Customer answered a survey".
Notifications can be configured per Resource or, for all team members. This ensures your team stays informed and can respond promptly.
Accessing survey results
View all survey responses in the Responses tab (refresh may take a few minutes).
Export results to CSV.
Each response is automatically linked to the Customer Visit record in Waitwhile.
Note: Survey analytics will be added in a future release to help track trends and improvements.
What’s next?
This is just the beginning! Expect future versions to:
Deeper analytics
Expanded customization options
Support for custom surveys
Improved integration with messaging and workflows
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com