There are two ways to update survey responses in AskNicely:
A survey recipient can update or change their score
An AskNicely Admin or User can manually update, change, or delete a response
This guide explains how both methods work and when they apply.
👤 How Can a Survey Recipient Update Their Score?
In some cases, your customer may want to change the score they submitted. Here’s how that works:
If your Topics question uses the dynamic tag
What's the main reason for your {answer}?, the{answer}will appear as a dropdown.The dropdown lets the recipient change their original score from the survey page.
⚠️ Limitations:
This score change will not work if the survey is re-taken from a different IP address, browser, or if the original browser cache is cleared.
This only works when the browser still retains the original survey session.
⏳ Additional Settings That Affect Score Updates
Survey Expiration
If enabled in your Survey Template > Survey Start settings, the survey will expire after a set number of days. Once expired, customers can no longer update their scores.
Restrict Score Updates
This account-wide setting (found in Settings > Account > Settings) prevents recipients from submitting a new score within 30 minutes of their original submission.
🛠️ How Can an AskNicely Admin Edit or Delete a Score?
Sometimes a customer tells you they made a mistake and meant to give a different score. In these cases, AskNicely Admins can manually edit responses.
✍️ Editing a Response Score
Go to the Responses page and locate the entry you want to change.
Use the search bar in the top right to search by email address.Click the “...” (three dots) on the response card.
Select “Edit.”
On the edit screen, update the score number and scroll down.
Click the blue "Save" button to apply the change.
📝 AskNicely will automatically attach an internal note to that response to indicate the original score.
🗑️ Deleting a Response (Use With Caution)
You can delete a response by clicking “Delete” from the same menu.
Deleting removes the feedback, but not the survey record. That means the survey is still counted as “Sent,” which can throw off your analytics if done frequently.
💡 Final Thoughts
Mistakes happen! While it's okay to correct a mistaken score, we always encourage teams to focus on starting a conversation instead of obsessing over the numbers. A customer scoring you a 0 might be your next best opportunity to build trust.
If you ever need help editing or managing response data, don’t hesitate to reach out.
🙋 Need Help?
Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!