Visitor Feedback Surveys

Visitor Feedback Surveys

Gathering feedback from visitors after their experience helps you identify areas for improvement, measure satisfaction, and demonstrate your commitment to a professional, welcoming environment. KyberAccess includes a built-in feedback survey system that automatically sends surveys to visitors after check-out and provides analytics on the responses.

This guide covers how to set up, customize, and analyze visitor feedback surveys.

Enabling Visitor Surveys

1. Log in to your KyberAccess dashboard at app.kyberaccess.com.
2. Navigate to Settings from the left sidebar.
3. Click Visitor Experience under the Configuration section.
4. Scroll to the Feedback Surveys panel.
5. Toggle Enable Post-Visit Surveys to On.
6. Click Save Changes.

Once enabled, visitors who provide an email address during check-in will automatically receive a survey after they check out.

Configuring Survey Delivery

Delivery Timing

1. In the Feedback Surveys panel, click Delivery Settings.
2. Choose when the survey is sent:
   • Immediately after check-out — Sent as soon as the visitor checks out
   • Delayed — Sent after a configurable delay (15 minutes, 1 hour, 24 hours)
   • End of day — Batched and sent at a specific time (e.g., 5:00 PM)
3. Click Save.

Tip: Sending surveys immediately after check-out yields the highest response rates, as the visit is still fresh in the visitor's mind.

Delivery Method

• Email (default) — Survey link sent to the visitor's email address
• SMS — Survey link sent via text message (requires SMS integration with Telnyx)
• Both — Send via email and SMS for maximum reach

To configure SMS delivery:

1. Ensure your Telnyx integration is active under Settings → Integrations → SMS.
2. In Survey Delivery Settings, check Enable SMS Surveys.
3. Click Save.

Customizing Survey Questions

KyberAccess provides a default survey template, but you can fully customize the questions to match your needs.

Editing the Survey Template

1. Go to Settings → Visitor Experience → Feedback Surveys.
2. Click Edit Survey Template.
3. The survey editor opens with the following default questions:
   • Overall Experience — 5-star rating
   • Staff Friendliness — 5-star rating
   • Check-In Speed — 5-star rating
   • Facility Cleanliness — 5-star rating
   • Additional Comments — Free-text field

Adding Questions

1. Click + Add Question at the bottom of the survey editor.
2. Choose a question type:
   • Star Rating — 1–5 star scale
   • Multiple Choice — Select one option from a list
   • Checkbox — Select multiple options
   • Free Text — Open-ended text response
   • Net Promoter Score (NPS) — "How likely are you to recommend?" on a 0–10 scale
   • Yes/No — Simple binary question
3. Enter the question text.
4. For Multiple Choice and Checkbox types, add the response options.
5. Toggle Required if the question must be answered.
6. Click Save Question.

Reordering Questions

• Click and drag the handle (≡) next to any question to reorder.
• The survey auto-saves after reordering.

Removing Questions

• Click the trash icon next to a question to remove it.
• Confirm the deletion when prompted.

Note: Removing a question does not delete historical responses to that question. Past data is preserved in your analytics.

Survey Branding

Customize the look and feel of your survey to match your organization's branding.

1. In the Survey Editor, click the Branding tab.
2. Configure the following:
   • Logo — Upload your organization's logo (displayed at the top of the survey)
   • Primary Color — Set the accent color for buttons and rating stars
   • Header Text — Custom welcome message (e.g., "We'd love your feedback!")
   • Thank You Message — Displayed after submission (e.g., "Thanks for visiting! Your feedback helps us improve.")
   • Background — Choose white, light gray, or a custom color
3. Click Preview to see how the survey looks on desktop and mobile.
4. Click Save Branding.

Viewing Survey Results

Survey Dashboard

1. Navigate to Analytics from the left sidebar.
2. Click the Feedback tab.
3. The Survey Dashboard displays:
   • Overall Satisfaction Score — Weighted average across all rating questions
   • Response Rate — Percentage of checked-out visitors who completed the survey
   • NPS Score — Net Promoter Score (if NPS question is enabled)
   • Trends Chart — Satisfaction trends over time (daily, weekly, monthly)
   • Question Breakdown — Average score per question

Filtering Results

• Date Range — Select a custom date range or preset (Today, This Week, This Month, This Quarter)
• Location — Filter by specific location (for multi-location setups)
• Visitor Type — Filter by purpose of visit (e.g., Contractor, Guest, Interview)
• Rating — Filter by score range (e.g., only show 1–2 star responses)

Reading Individual Responses

1. On the Survey Dashboard, scroll to the Recent Responses section.
2. Each response shows:
   • Visitor name and email
   • Date and time of visit
   • Ratings for each question
   • Free-text comments
3. Click on a response to view the full detail, including the visitor's check-in record.

Exporting Survey Data

1. On the Survey Dashboard, click the Export button.
2. Choose a format:
   • CSV — Raw data for spreadsheet analysis
   • PDF — Formatted report for sharing
3. Select the date range and filters.
4. Click Download.

Automating Survey Follow-Ups

KyberAccess can automatically flag low-scoring responses for follow-up.

1. Go to Settings → Visitor Experience → Feedback Surveys → Automation.
2. Enable Low Score Alerts.
3. Set the threshold (e.g., alert when any rating is 2 stars or below).
4. Choose the notification recipient:
   • Facility Manager — Email notification
   • Specific User — Select from your team
   • Slack Channel — Post to a Slack channel (requires Slack integration)
5. Optionally enable Auto-Response Email — sends a personalized email to the visitor acknowledging their feedback.
6. Click Save.

Tip: Following up on negative feedback quickly shows visitors you take their experience seriously and can turn a poor impression into a positive one.

Survey Analytics Widgets

Add survey data to your main dashboard:

1. Go to Dashboard.
2. Click Customize Dashboard (gear icon in the top-right).
3. From the Available Widgets panel, drag these to your dashboard:
   • Satisfaction Score — Current overall score with trend indicator
   • NPS Gauge — Visual NPS score display
   • Recent Comments — Scrolling feed of latest free-text responses
   • Response Rate — Percentage with comparison to previous period
4. Click Save Layout.

Multi-Location Survey Comparison

For organizations with multiple locations:

1. Navigate to Analytics → Feedback.
2. Click the Compare Locations toggle.
3. A comparison chart shows satisfaction scores side-by-side for each location.
4. Identify underperforming locations and drill into their specific feedback.

Troubleshooting

Best Practices

• Keep surveys short — 3–5 questions maximum. Long surveys have much lower completion rates.
• Include one free-text question — Star ratings show trends, but comments reveal specific issues.
• Act on feedback — Survey data is only useful if you make changes based on it. Review results weekly.
• Share results with staff — Post monthly satisfaction scores in common areas to motivate your team.
• Benchmark over time — Track your NPS and satisfaction scores month-over-month to measure progress.