Steps
- Go to Customer experience → Forms & links, and open a form or create one (blank, or a copy).
- Choose a question type and click Add question: star rating, NPS (0–10), CSAT, customer effort, choices, text, date, name, phone, email, branch, product, serial number, issue category, photo upload, consent.
- Give a question a Question description (optional - shown under it) and, for typed answers, an Example - e.g. “Gilbert Mutai” - shown greyed in the box until the customer clicks in (it is never saved as their answer).
- Mark questions Required; for ratings tick Overall rating for the one that counts as the overall score.
- Use Show only if to show a question only after another answer - e.g. show “Tell us what happened” when issue · is not · none.
- Click Save draft, check it with Preview, then Save & publish.
Good to know
- Publishing makes a new version. Customers see the new version from then on; every earlier response keeps the version it answered, so reports never change behind you.
- In the settings: anonymous answers, the language (English, Kiswahili, French), open-from / until dates, a limit on responses, and one response per person every so many days.