# How do I create and manage surveys?

Surveys let you collect feedback from guests after they order, dine, or redeem a reward. You can automate when surveys are sent, offer redeemables as incentives, and redirect happy guests to leave a Google review.

Go to **Merchant Admin > Marketing > Surveys** to get started.

***

## Create your first survey

The first time you set up a survey, Oddle walks you through a four-step onboarding flow.

![](/files/TH4bqsCD1TUWL1w9GEOQ)

1. Go to **Marketing > Surveys** and select **+ Set Up Survey**.

   ![](/files/sXm48Sl6OfbsHZbSo01b)
2. **Step 1 of 4 — Stores.** Select which stores you want to enable surveys for, then select **Next: Distribution**.

   ![](/files/JtVe2zBh3HIyC1PujwDF)
3. **Step 2 of 4 — Distribution.** Choose when surveys are sent. You can trigger them after a guest completes:

   * A delivery or takeaway order
   * A reservation
   * A redeemable redemption
   * An enrolment check-in

   Select **Next: Rewards** when done.

   ![](/files/KX98b0txsvduWzmRvApu)
4. **Step 3 of 4 — Rewards.** Toggle on **Build Advocacy and Loyalty** if you want to offer a redeemable when guests complete the survey. If enabled, choose when to issue it:

   * Every time a guest completes a survey
   * When a guest gives a 5-star rating
   * When a guest gives a 4-star rating or above

   Select **Continue And Set Live**.

   ![](/files/6WYMOoYqrEJwnn4KEJ86)
5. Your survey is now live. The final screen shows a summary and suggests optional extras like Google review redirects and notification emails for low ratings.

{% hint style="info" %}
For the rewards step, it's best to set the redeemable to "Only once" issuance so guests are only rewarded on their first survey completion.
{% endhint %}

***

## Manage your surveys

Once you've created a survey, you can adjust all settings from the survey management view.

1. Go to **Marketing > Surveys** and select **Manage Store Surveys**.
2. You'll see a list of all your stores and their survey status.

![](/files/FECu72MAdtGSZjgTdaq6)

From the list view, you can:

* **Turn surveys on or off** — use the toggle on any store row to enable or disable that store's survey.
* **Check the Google Review Redirect status** — the Google logo next to each store name shows whether Google review redirecting is active.
* **See the "Sent for" column** — shows which services trigger a survey for that store (Online Order, Reservation, Redeemable, Loyalty). Services shown in bold are currently active.
* **See the "Post-Survey Redeemable" column** — shows the condition under which a redeemable is issued: 5-star, 4-star and above, completion reward, or disabled.

***

## Edit settings for a specific survey

Select any store row from the list to open its individual survey settings.

### Survey distribution

Under **Survey Distribution**, configure which guest actions trigger a survey and whether to offer a post-survey redeemable.

![](/files/fNvBqYaF190URLeRScMi)

* Choose one or more trigger events: Delivery & Takeaway, Reservation, Redeemable, Loyalty.
* Toggle **Build Advocacy and Loyalty** on to issue a redeemable on completion, then select the redeemable and the condition for issuing it.
* Optionally enable SMS survey delivery. This requires an SMS plan — contact your account manager for details.

Select **Save Changes** to confirm.

### Google review integration

Under **Google Review Integration**, redirect guests to leave a Google review based on their overall survey rating.

![](/files/7o9lBbsjipqk1EBIzRai)

1. Select the minimum rating threshold for the redirect (e.g. 4 stars and above).
2. Paste in your store's Google review link. To find your Google review link, see [Google's guide here](https://support.google.com/business/answer/3474122).
3. Select **Save Changes**.

### Reminder emails

Under **Additional Settings > Reminder and Feedback Settings**, you can send a reminder to guests who haven't completed their survey after two days.

![](/files/FbNlVTqOIqGYcviLpmlW)

1. Toggle on **Set a reminder**.
2. Enter a subject line for the reminder email.
3. Select **Save Changes**.

### Low-rating feedback prompts

Still under **Reminder and Feedback Settings**, you can prompt guests to share more detail when they give a low rating in a specific category.

![](/files/rYKDYQenIuW3rYARiWyt)

Select the rating threshold that should trigger the additional feedback prompt, then select **Save Changes**.

You can view the additional feedback guests leave in the Survey Feedback page.

### Admin notifications

Under **Additional Settings > Administrative Settings**, add team members who should receive email notifications when a guest leaves a low rating.

![](/files/Koxnckl5MH4h7wfD3QkJ)

1. Select **+ Add Recipients** and enter an email address.
2. Select which notification types that recipient should receive.
3. Select **Save**.

Once recipients are added, you can manage their notification preferences or remove them from the table at any time.

***

## Share your survey link

You can share your survey directly with guests using a unique link or QR code.

![](/files/whiH3Hlq95H69uKvmj1i)

1. Go to **Marketing > Surveys** and select **Share Survey**.
2. In the pop-up, switch between stores using the tabs.
3. Copy the survey link or download the QR code for each store.

***

## Frequently asked questions

**Can I customise the survey questions?**

Not currently. The question set and order are fixed. Custom questions are being considered for a future release.


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