Feedback beyond a star rating.
Customizable questions, conditional flow, rewards for respondents. Smart Surveys goes past "how many stars?" and brings back data you can actually decide on.
Three things, together, change everything.
Three things separate Smart Surveys from a standard "1–5 stars" form.
Customizable questions
Multiple choice, open text, scale, NPS, emoji — any format. Your logo, your colors, your tone of voice.
Conditional flow
A member who picks "not satisfied" gets asked why. A satisfied one gets "what did you love?" The survey branches by the answer.
Rewards for respondents
Completing the survey auto-issues points, a coupon or a gift. Participation rises 3–4x — gold for a researcher.
One research tool, four jobs.
Use Smart Surveys not just to measure satisfaction, but as a decision-support tool.
NPS tracking
Classic NPS question, but segmented. Track NPS from your Champions and your At Risk segment separately.
Churn diagnostic
One question to a member silent for 60 days: "Why did you drift?" Answered honestly because there's a reward attached.
Menu / product testing
Test a new menu or product with loyal customers before going live. Decide what to launch based on the result, not a hunch.
Location performance
Which branch, what the member said — handed to your location managers segmented, not as raw data.
A quick comparison.
Bonobo has two survey types: Satisfaction Survey (basic, ready to use) and Smart Surveys (customizable, conditional, rewarded).
Satisfaction Survey
Included in Lite and Connected Pro, add-on for Connected. Standard NPS questions, no customization. Think of it as "a quick pulse."
Smart Surveys
Available as an add-on in Lite and Connected Pro. Customizable questions, conditional flow, rewards for respondents. Think of it as "a research channel."