Use the Survicate - Customer.io integration to identify respondents and sync survey answers, for timely and relevant follow-up actions, based on customer feedback.

In this article, you'll learn about:

1. Click on + Create new survey, select any creation method (a template, using AI survey creation, or adding your own questions), and the Email or Shareable link survey type:

2. In the Configure tab of the survey, select Customer.io as the tool to identify respondents with:

Now that the Customer.io integration is connected, you can set up individual settings for each survey. Go to your survey, select the Connect tab, and choose Customer.io from the list of available integrations:

Set up survey responses to flow into Customer.io as people's attributes values. By doing so, you'll enrich your Customer.io user profiles with collected data.

1. In the Settings tab of Customer.io integration, you'll see the Update fields section:

​

2. Select the question from which you wish to update the fields. To avoid flooding your Customer.io user profiles with data, we enable you to only send responses to chosen questions:

3. Add the name of the custom attribute you'd like to update under the User field, either by typing the name or selecting it from the dropdown:

By default, Survicate sends the content of a survey response as an attribute value, but you can change the label to make it shorter or to fit your data structure - click Edit mapping to modify these values:

4. You can connect more questions to your integration by clicking ➕Add new and applying the same steps.

You'll see the data in your contacts' profiles, under Attributes in Customer.io:

Each time a respondent answers a survey question, Survicate triggers a custom event within Customer.io named survicate-question-answered.

1. In the users' Customer.io profiles, under Activity, you can see how many times they responded to Survicate survey questions and when was the last time they responded:

2. The event contains event properties, the answer to the question, and information about the survey, question, and respondent.

You can use this event to:

Once you have your survey ready and integration set up, you can test it without leaving Survicate. Click the Test Integration button next to the attribute you've connected. We'll create a dummy customerio-test@survicate.com contact in your Customer.io account. The contact's profile will include updated fields as per the setup.

We'll create a dummy customerio-test@survicate.com contact in your Customer.io account. The contact's profile will include updated fields as per the setup:

Once everything is set up in your survey, go to the Share tab and decide how to send your survey. Please note that for the integration to work, you have to collect your respondents' email addresses.

1. If you create an Email or shareable link survey and send it to existing contacts in Customer.io, we'll automatically capture respondents' first name, last name, and email address information so you'll know who responded to your survey.

There are two options: you can send your survey as a link or embed the first question in the email so that respondents can start answering the survey right from the email.

3. If you created a Mobile app survey, check here how to identify respondents by passing their email attribute to Survicate with the Mobile SDK. Then, launch the survey.

4. If you created an In-platform survey, share it via the dedicated tool - Braze or Intercom.

After collecting responses through your Customer.io survey, it's time to look into the feedback and insights your respondents have shared. Survicate allows you to easily review results, statistics, and trends to take further action.

Keep on reading to see how feedback can be analyzed in Survicate and in Customer.io

After your survey starts collecting responses, you will see them immediately in the Analyze tab of the survey.

The Analyze tab shows you Overall results with statistics and over-time data, as well as Individual responses, allowing you to examine each survey submission in detail.

You can check out our guide for an in-depth description of all the possibilities of the Analyze tab.

💡 To obtain even more comprehensive feedback, we recommend syncing survey responses to the Insights Hub, where they will be automatically analyzed and categorized into Topics along with feedback from your other sources, such as:

After you connect sources to the Hub, feedback will appear there in real-time, and it will be automatically segmented into Insights and categorized into Topics:

The Hub will categorize and analyze feedback from surveys and other sources, to:

If you update user fields with survey responses or send responses as custom events, you will see the survey data synced in real time. In Customer.io, go to a specific contact who responded to your survey. You should see both the response-based data and events in the contact's main view.

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.