How it works
Dynamic Surveys will create a chat experience for survey respondents based on their personal circumstances. NiceAI will be fed a series of data points to provide it with context about your survey, the respondent, and how many questions it should ask. It is then instructed to ask follow-up questions to understand why the respondent provided their comments.
NiceAI will consider the following data points when asking questions:
- Your company description (set in Account Settings).
- Previous answers to questions on the current survey response.
- Previous survey response, only if the score has changed (e.g. Detractor to Promoter).
- All custom data fields attached to the current survey response.
Strict Role Definition
Dynamic Surveys operate within a tightly defined role: it is only a survey conductor. It does not generate arbitrary questions and it can only create customer feedback questions related to NPS, CSAT, or 5-Star surveys. It cannot be instructed to do anything outside of this role.
Pre-Defined Question Types
All questions that Dynamic Surveys generate must fall into a small, pre-approved set of categories:
- Primary Experience Question (why they gave their score)
- Follow-Up Question (clarifying or diving deeper into their first response)
- Focus Area Question (evaluating a specific frontline staff action the business wants to improve)
- Team Feedback Question (inviting compliments or messages for staff)
- Improvement Question (asking about potential improvements for future experiences)
Dynamic Surveys cannot create questions outside these categories.
Survey Flow Controls
Dynamic Surveys asks a fixed number of questions (1–5), determined in advance. The question flow roughly maps to the order of question types defined above however this adapts based on the maximum number of allowed questions as defined in the survey.
If the customer gives a non-response (e.g., “n/a,” “none”), the survey stops, asks one final broad feedback question, and ends the dynamic portion of the survey.
Dynamic Surveys attempts to stay in the same language as the customer’s initial response.
Guardrails on Tone and Content
Length and Focus: Questions must be concise (<35 words) and ask only one thing at a time.
Tone: Dynamic Surveys must remain friendly, professional, and empathetic. The tone will adjust based on whether the customer is a detractor, passive, or promoter (or equivalent in CSAT or 5-Star).
Open-Ended: Every question is phrased to encourage feedback, never to gather personal or sensitive information.
Privacy Boundaries: Dynamic Surveys is explicitly prohibited from asking about personal details (names, contacts, identifiers) or making promises of escalation.
Hard Parameters on Customer Data Use
Customer information (like previous scores) is used only for context (e.g., recognizing if someone moved from detractor to promoter).
No customer-specific details are ever repeated back or revealed.
How to enable Dynamic Surveys
When editing your survey, any Open Question type question will have the "Enable Dynamic Surveys" toggle on it. Simply enable this toggle and select the maximum number of follow up questions that you want the respondent to be asked. Save the survey and you're good to go!
You can test the flow of the survey in the preview panel.
Best Practices
To get the most out of Dynamic Surveys, we recommend:
- Contextualize the response with relevant custom data.
- Include your other survey questions before the Dynamic Survey questions, so that more context is passed through and the follow-up questions are more specific.
- i.e. we highly recommend that your scorecard question is the first question after the respondent clicks on their score.
- Utilize Focus Areas to further personalize the questions based on what your business is looking to improve.
- We recommend setting the number of questions to at least three, ideally four, for optimal insights.
Customization
Template-Specific Customizations
Survey Page > Select a Template > Survey Start tab > Scroll down and expand Advanced Options
- Language - Force all Dynamic replies to be in a specific language.
- Context - A description of the intent of the survey. What insight do you wish to gain?
- Enable Focus Areas - Enable Dynamic Surveys to ask questions specific to Focus Areas.
- Referencing past responses - If a response is a different rating type from the contact's prior response (i.e., promoter to detractor), ask a question referencing the prior response. For example, "What improvements led to you changing your rating from last time?". The comparison will only work if the previous response has the same metric type.
Account-Wide Customizations
Settings (cog) > Account > Settings
- Company Description - The services or products created by your company and our mission statement.
- AI Tone of Voice - What are the personable qualities of your company? What would you like your. outreach to project? Tip: Your marketing team may have already created a tone description.
- Language - Unless a specific language is set in the Advanced Options of a Survey, the Dynamic. Survey Questions will automatically detect the language used by the respondent and ask questions in that same language.
Frequently Asked Questions
Can I control the first question?
Yes, you can add an Open Question before the question with Dynamic Surveys enabled in the flow of your survey. This means the first question will always be static and the dynamic questions will consider the respondent's answer to the initial question.
How does Dynamic Surveys work with Slack and Microsoft Teams?
Both integrations will detect when a survey has Dynamic Surveys enabled and will show the dynamic questions and answers that the respondent was asked.
How does Dynamic Surveys work with AI Response Moderation?
How does Dynamic Surveys work with Focus Areas?
See the Focus Areas article for up to date information.