There are two ways to update survey responses in AskNicely:
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A survey recipient can update or change their score
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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:
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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
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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
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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.
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Select “Edit.”
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On the edit screen, update the score number and scroll down.
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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)
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You can delete a response by clicking “Delete” from the same menu.
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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!