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Survey Types

NPS, CSAT, CES (Customer Effort Score), market research, polls, and quizzes. Templates accelerate setup — the NPS template ships with the standard 0-10 scale, follow-up open question, and segment classification (Promoter 9-10, Passive 7-8, Detractor 0-6). Custom surveys build from blank with 25+ question types: single choice, multi-select, matrix, ranking, slider, file upload, signature, NPS, star rating, Likert. Question piping (insert previous answers into later questions) keeps surveys conversational. Question library lets you save reusable questions across surveys.

Branching and Logic

Skip logic, piping, randomization, and quotas. Skip logic routes respondents past irrelevant questions — a “No” to “Are you a current customer?” jumps past the next eight customer-experience questions. Page-level branching is cleaner than question-level for complex flows. Quotas cap responses per segment (e.g. cap “Enterprise” responses at 200) and close the survey to that segment when met. Randomization applies to questions or answer options, controlling order bias in research surveys.

Distribution

Email via Zoho Campaigns, public link, embed (iframe or JS snippet), QR code, SMS via Zoho’s SMS gateway, and offline mode (Zoho Survey mobile app for tablet-based field collection). Anonymous mode strips IP and identifying metadata; identified mode passes a contact identifier through the URL. Response tracking per channel shows which distribution method drives the most completions — typically email beats public link 3:1 on conversion.

Analysis

Built-in charts (bar, pie, line, word cloud), cross-tabs (e.g. NPS by region), and Zia-powered sentiment on text responses. Filter views let you slice the response set by any answer combination. Export to CSV, XLSX, SPSS, or push to Zoho Analytics for deeper cuts. The text analysis module clusters open-ended responses into themes — useful when you have 500+ free-text answers that no human will read individually.

Integration

Responses flow to Zoho CRM (create/update Contact, append to a custom Survey Response module), Zoho Desk (create ticket on low CSAT), Zoho Campaigns (auto-add to a re-engagement segment), or external systems via webhook. Close the loop — act on feedback, don’t just collect. A common anti-pattern is the “annual customer survey” that produces a 40-page PDF nobody reads; instead, configure a webhook that creates a Desk ticket on any NPS Detractor response.

// Webhook receiver in Deluge
response_data = invokeurl
[
    url: "https://crm.zoho.com/crm/v3/Contacts/" + contact_id
    type: PATCH
    parameters: {"data": [{"NPS_Score": nps_value, "Last_Survey_Date": today}]}
    headers: {"Authorization": "Zoho-oauthtoken " + token}
];

Cost Considerations

Free tier caps at 10 questions and 100 responses per survey — enough for a one-off poll, not for ongoing programs. Plus and Pro plans lift those caps and add logic, while Enterprise adds white-labeling, SSO, and the offline app. Compare seat-based pricing against SurveyMonkey and Typeform on three axes: response cap, white-label support, and CRM integration depth.

What to do this week

Configure a webhook from your NPS survey to Zoho Desk so Detractors auto-create a ticket, and add a piped follow-up question that asks Promoters for a referral.

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