Dynamic Surveys: Smarter, more insightful, and coming to AskNicely customers

Last September, we introduced Dynamic Surveys as part of the launch of NiceAI. Since then, we’ve heard from customers how much they love them. The AI-enabled surveys automatically adapt to customer feedback and context to tailor questions and yield richer feedback without any extra effort. Meaning your teams get a leg up on improving the customer experience.

Today, over 300 AskNicely customers use Dynamic Surveys. As a result, they’ve gathered more context, better insights, and been able to follow up with customers more quickly. We’ve seen the results of this feature and want to make sure all AskNicely customers can get these same incredible results.

Over the last year, we’ve added Focus Areas and Actions to Dynamic Surveys. This isn’t just a product tweak — it’s a game changer for how teams connect customer feedback to frontline improvement.

“Before turning on Dynamic Surveys, 35% of customers just gave us a score and moved on. Now, over 80% leave detailed feedback. The quality of feedback we're getting is seriously impressive!”
— Marcin Nietrzebka, Ringier Axel Springer Media

With proven success, we’re excited to announce that all AskNicely customers on a ‘Learn’ or above package will have Dynamic Surveys automatically turned on from mid-September.

What’s new with Dynamic Surveys

As we’ve worked on the original version of Dynamic Surveys, we’ve added to it and improved it to now:

• Integrate with Focus Areas and Actions
  Surveys automatically reference what your teams are working to improve and the actions set by managers. This lets you validate with customers whether those efforts are paying off in the real world.
  
  
• Deliver richer, more relevant context
  Instead of generic follow-up questions, Dynamic Surveys dig into the specifics of each location or team’s improvement priorities.
  
  
• Help you follow up smarter
  With more precise, actionable feedback collected upfront, teams can respond faster and more effectively to detractors.
  
  

Why it matters

We’re confident that Dynamic Surveys result in higher-quality feedback with more context for our users. The customers already using it have seen:

• 3× more qualitative feedback without any drop in completion rates
  
  
• Sharper insight into what’s working and what’s not
  
  
• Quicker, more effective follow-up with richer context upfront

“AskNicely’s Dynamic Surveys ensure our teams go into customer follow-ups fully informed,” said Rhiannon Lloyd, Customer and Pricing Administrator at Infrabuild. “In the past, if we received a low score, we had to spend time figuring out what went wrong. Now, Dynamic Surveys proactively prompts customers for more detail,” she added.

These are the results every customer should get with AskNicely. 

See Dynamic Surveys in action

Try it for yourself

From mid-September, Dynamic Surveys will be switched on for customers in their survey templates. Keep an eye out for more details in your inbox and in-app notifications.

If you’re curious to see it in action, experience what it’s like to take a Dynamic Survey as a customer. Here’s a sample from a fictitious dental practice, Happy Teeth: Start survey

If you just can’t wait, you can activate Dynamic Surveys now by reaching out to your AskNicely Customer Success Manager.