How Surveys work
Unlike standalone survey platforms, Waitwhile links feedback directly to operational visit data. When a customer completes a survey, their feedback is automatically attached to:
The Service they received
The Resource that assisted them
Their Wait time and total visit duration
Because each submission is tied to a specific visit, you can also see exactly which customer provided the score. This makes satisfaction fully actionable, helping you pinpoint what is driving your ratings up or down.
Note: Survey links are live for 24 hours after a visit is completed or canceled, after which the unique link expires.
Key features & dashboard overview
1. Data overview & performance metrics
Access your survey dashboard by navigating to Surveys directly from your location navigation bar.
The dashboard brings all your feedback into a single view:
Granular Filters: Filter your entire dashboard and response log by Time Range, Survey, Service, or Resource.
Key Performance Indicators:
Average Score: Average Customer Satisfaction rating for all selected surveys.
Surveys Sent: Total number of surveys sent to customers.
Responses: Total number of surveys submitted by customers.
Response Rate: The share of sent surveys that received a response (
Responses ÷ Surveys Sent).Feedback Rate: The share of submitted surveys that included free-text feedback (
Feedback ÷ Responses).
Visual Trends: Track changes over time with charts for satisfaction scores and response volumes.
Question Breakdowns: View distribution graphs for every individual question asked in your active template.
Response Table: Review individual submissions complete with timestamps, assigned resources, services, scores, and customer text comments.
Note: The Surveys Sent metric began tracking on June 1, 2026. Date ranges prior to this date will not show data for Surveys Sent or Response Rate (which relies on sent count), though historical responses and scores remain available.
2. Pre-Built Survey templates
Choose from 7 targeted survey templates tailored to specific operational touch-points:
Template | What It Measures |
Satisfaction survey (Basic CSAT) | Overall experience rating and open-ended feedback. |
Queue Experience survey | Ease of joining the waitlist, clarity of wait information, and queue methods. |
Waiting Experience survey | Overall waiting satisfaction, expected vs. actual wait times, and comfort while waiting. |
Staff Review survey | Staff helpfulness, clarity of information provided, and whether the customer felt valued. |
Post-Purchase Evaluation survey | Fair pricing, helpfulness of information provided, and purchasing staff support. |
Customer Support survey | Support satisfaction, issue resolution, and response speed. |
Event Feedback survey | Event satisfaction, organization quality, and event duration. |
Each template pairs a standard 1–5 CSAT question with 3 topic-specific follow-up questions and 1 open-ended feedback prompt.
Important template rules:
One active Survey per Location: A location can only have one active survey template running at a time. To launch a different survey, you must deactivate your current active survey first.
Fixed questions: Questions within templates are standardised and cannot be edited, added, removed, or reordered.
3. Multi-language support
Surveys can be localised into all languages out of the box, making it easy to collect feedback from customers around the world, including the languages listed below.
English
Swedish
Norwegian
Spanish
German
French
Dutch
Italian
Language settings are configured on a per-survey basis, allowing you to localise the survey title, question text, submission buttons, and thank-you messages.
How to set up & send Surveys
Step 1: Select and configure your Survey
Go to Surveys in your location navigation bar.
Select a template from the template library.
Configure your Targeting Rules: Choose which visit completion states trigger a survey send (Completed visits, Cancelled visits, or Both).
Customise your survey title, button text, and completion message.
Set the survey status to Active.
Note: Surveys are currently triggered strictly based on visit state (Completed or Cancelled). Advanced targeting based on customer history, segments, or specific staff members is not currently supported.
Step 2: Set up distribution
Surveys are delivered through your existing Waitwhile messaging workflows:
Important: Activating a survey only makes it live, it does not send to customers automatically. To start collecting feedback, you must set up distribution via email, sms, or push notifications.
SMS, Email, or Push Notifications: Add a survey link variable into your automated post-visit message templates.
HTML Email Templates: Insert a styled survey action button directly into outgoing email templates.
Note: Surveys cannot be sent as standalone bulk broadcasts or distributed via WhatsApp. They are distributed exclusively via links or buttons inside Waitwhile transactional email, SMS, or push messages.
Plan access & user permissions
Account access
Surveys is included out-of-the-box on all paid plans (Starter, Business, and Enterprise) at no additional cost.
Important for Free Accounts: Free plan accounts do not include access to Surveys. If an account downgrades to a Free plan, active surveys will automatically deactivate. Previous survey data is retained securely and will become accessible again upon upgrading to a paid plan.
Location-level management
Surveys are managed on a per-location basis. To review or configure surveys across multiple locations, select each location individually from your location menu.
Permissions
View survey data: Grants access to view the survey dashboard, performance metrics, and individual response logs.
Configure surveys: Grants access to select templates, adjust settings, edit localised copy, and set targeting rules.
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com.