FAQs

First, please read through these FAQs to see if your questions are addressed here. Live assistance is offered via chat, M-F 9am-5pm eastern, at www.customeroptix.com. You can also email help@customeroptix.com.

Within just a few minutes after you place your survey program order, you will receive a confirmation email along with two codes for the survey invitations: a web URL link, and a QR Code. You can then invite your customers to take the survey in a number of ways:

• Program your POS system to print them on receipts/emails

• Print them on signage to place in your location(s)

• Send them to your customer list via email or SMS

Once you begin inviting your customers to take the survey, you’ll receive each survey immediately after it’s submitted by each customer.

Your credit card is processed at the time you place your order. For monthly orders, it will be charged 5 days before the 1st of the new month, and that charge covers the new month. For example, if you place an order on January 10, that covers the remainder of January, and you will be charged again on January 26th for the February calendar period.

We accept all major credit cards.

Simply login to your account, and there will be a button next to your order(s) that allows you to do this.

Because these are survey responses from your actual customers, CustomerOptix does not perform any quality assurance checks on them, nor do we manipulate any information or data contained within them. The reports you receive contain exactly what your customers are submitting.

You can add up to five questions of your choice to the form, at no additional fee. From our 20+ years of experience, we know that with customer satisfaction surveys it’s very important to keep the surveys as short as possible in order to receive accurate feedback, so this is the only option for customization.

This is not offered at this time, but may be in the future. If you have a need for this now, please contact us.

It’s easy – as you enter the name or address of your location(s) and the system suggests locations to select from. When you see yours, click on it and the system does the rest. If you are setting up a survey program for a phone-based or website-based experience, simply enter the phone number or website URL instead.

While we have designed each survey knowing that they must be as short and on-point as possible, this will definitely still happen. Usually the information they do submit is still highly valuable, so you will receive all surveys that a customer begins, whether fully-completed or not. This is one reason we created an all-inclusive pricing model, and for your subscription you receive unlimited surveys, whether they have been 100% completed by your customers or not.

Absolutely not. As long as you have set up an account, you can access your order history, including all locations previously entered.

Yes. Reports can be sent to multiple people via email, and you simply enter that information when you place your initial order.

Yes, and it’s included in your fees! Simply create an account and you’ll be directed to your own area of our portal where you can view and download your individual surveys, as well as summary/roll-up reports that allow you to compare locations, questions, etc.