Customer Surveys

Collect customer feedback using interactive Viber surveys.

Overview

Transformify supports interactive survey messages that let customers respond with a single tap. Use surveys to:

• Measure customer satisfaction (CSAT)
• Collect Net Promoter Score (NPS)
• Gather product feedback
• Conduct polls

Viber Only

Surveys with interactive tap-to-answer options are a Viber-specific feature. Customers must have Viber installed to receive survey messages.

Implementation

Step 1: Create a Survey Template

Create a survey with up to 5 options:

curl -X POST https://api.transformify.mk/api/v1/templates/viber \
  -H "X-API-Key: your-api-key" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "CSAT Survey",
    "messageType": 6,
    "templateContent": "How was your experience with your recent order #{{orderId}}?",
    "viberServiceId": 12345,
    "typeSpecificConfig": "{\"options\":[{\"optionText\":\"Very Satisfied\",\"optionValue\":\"5\"},{\"optionText\":\"Satisfied\",\"optionValue\":\"4\"},{\"optionText\":\"Neutral\",\"optionValue\":\"3\"},{\"optionText\":\"Dissatisfied\",\"optionValue\":\"2\"},{\"optionText\":\"Very Dissatisfied\",\"optionValue\":\"1\"}]}"
  }'

Step 2: Send Survey Messages

Send surveys to your customers via Viber:

curl -X POST https://api.transformify.mk/api/v1/viber/send \
  -H "X-API-Key: your-api-key" \
  -H "Content-Type: application/json" \
  -d '{
    "templateId": "survey-template-id",
    "recipients": [
      {
        "phoneNumber": "38970111111",
        "externalUserId": "order_001",
        "placeholders": { "orderId": "ORD-2024-001" }
      },
      {
        "phoneNumber": "38970222222",
        "externalUserId": "order_002",
        "placeholders": { "orderId": "ORD-2024-002" }
      },
      {
        "phoneNumber": "38970333333",
        "externalUserId": "order_003",
        "placeholders": { "orderId": "ORD-2024-003" }
      }
    ]
  }'

Step 3: Retrieve Survey Results

Get individual responses:

curl -X GET "https://api.transformify.mk/api/v1/survey-results?campaignId={campaignId}" \
  -H "X-API-Key: your-api-key"

Response:

{
  "results": [
    {
      "id": "result-id-1",
      "campaignId": "campaign-id",
      "phoneNumber": "38970111111",
      "selectedOptionText": "Very Satisfied",
      "selectedOptionIndex": 0,
      "trackingData": "order_001",
      "respondedAt": "2024-01-15T14:30:00Z"
    },
    {
      "id": "result-id-2",
      "campaignId": "campaign-id",
      "phoneNumber": "38970222222",
      "selectedOptionText": "Satisfied",
      "selectedOptionIndex": 1,
      "trackingData": "order_002",
      "respondedAt": "2024-01-15T14:35:00Z"
    }
  ],
  "totalCount": 2,
  "page": 1,
  "pageSize": 20,
  "totalPages": 1
}

Step 4: Get Survey Summary

Get aggregated results:

curl -X GET "https://api.transformify.mk/api/v1/survey-results/{campaignId}/summary" \
  -H "X-API-Key: your-api-key"

Response:

{
  "campaignId": "campaign-id",
  "campaignName": "CSAT Survey - January",
  "totalResponses": 85,
  "totalMessagesSent": 100,
  "responseRate": 85.0,
  "optionBreakdown": [
    {
      "optionIndex": 0,
      "optionText": "Very Satisfied",
      "count": 45,
      "percentage": 52.94
    },
    {
      "optionIndex": 1,
      "optionText": "Satisfied",
      "count": 25,
      "percentage": 29.41
    },
    {
      "optionIndex": 2,
      "optionText": "Neutral",
      "count": 10,
      "percentage": 11.76
    },
    {
      "optionIndex": 3,
      "optionText": "Dissatisfied",
      "count": 3,
      "percentage": 3.53
    },
    {
      "optionIndex": 4,
      "optionText": "Very Dissatisfied",
      "count": 2,
      "percentage": 2.35
    }
  ]
}

Survey Types

CSAT (Customer Satisfaction)

{
  "templateContent": "How satisfied were you with our service?",
  "typeSpecificConfig": "{\"options\":[{\"optionText\":\"Very Satisfied\",\"optionValue\":\"5\"},{\"optionText\":\"Satisfied\",\"optionValue\":\"4\"},{\"optionText\":\"Neutral\",\"optionValue\":\"3\"},{\"optionText\":\"Dissatisfied\",\"optionValue\":\"2\"},{\"optionText\":\"Very Dissatisfied\",\"optionValue\":\"1\"}]}"
}

NPS (Net Promoter Score)

{
  "templateContent": "How likely are you to recommend us to a friend? (0-10)",
  "typeSpecificConfig": "{\"options\":[{\"optionText\":\"9-10 (Very Likely)\",\"optionValue\":\"promoter\"},{\"optionText\":\"7-8 (Likely)\",\"optionValue\":\"passive\"},{\"optionText\":\"0-6 (Unlikely)\",\"optionValue\":\"detractor\"}]}"
}

Product Poll

{
  "templateContent": "Which feature would you like us to add next?",
  "typeSpecificConfig": "{\"options\":[{\"optionText\":\"Mobile App\",\"optionValue\":\"mobile_app\"},{\"optionText\":\"Dark Mode\",\"optionValue\":\"dark_mode\"},{\"optionText\":\"API Improvements\",\"optionValue\":\"api\"},{\"optionText\":\"Integrations\",\"optionValue\":\"integrations\"}]}"
}

Best Practices

1. Keep it short - Surveys with fewer options get higher response rates
2. Time it right - Send shortly after the interaction (within 24 hours)
3. Be specific - Reference the specific order/interaction
4. Follow up - Respond to negative feedback promptly
5. Track trends - Monitor satisfaction scores over time