The Post-Buy Survey system automatically sends customers a short survey via SMS after their buy is paid out. Customers rate their experience and provide feedback on staff interactions. This data helps you measure customer satisfaction, identify coaching opportunities, and drive positive reviews to your social media pages.

How the Survey System Works

A customer completes a buy at your store.
After payout, BuyerKiosk sends an SMS with a link to a short survey.
The customer opens the link and answers 4-5 questions about their experience.
Based on their satisfaction rating, they either receive a link to leave a public review (high rating) or their feedback is flagged internally for follow-up (low rating).

Note: The survey SMS is sent through the same provider (Twilio or Vonage) used for buy notifications. It counts toward SMS usage and is subject to flood protection limits.

Survey Results

Navigate to Admin > Reports > Survey Results to view customer feedback.

The Survey Results page shows summary stats, visual charts, and a detailed table of all responses.

Stats Grid

Four summary cards appear at the top of the page:

Card	What It Shows
Total Responses	Number of survey submissions in the selected date range
Avg Satisfaction	Average star rating (1-5) across all responses
Greeted Immediately	Percentage of customers who said they were greeted right away
Top Source	The most common way customers heard about your store

The satisfaction card changes color based on the score:

Green (4.0 and above) -- Great performance
Yellow (3.5 to 3.9) -- Room for improvement
Red (below 3.5) -- Needs attention

Survey Questions & Charts

The results page displays horizontal bar charts for each survey question:

Question 1: "Did an associate greet you when you entered the store?"

No, I was not greeted
Yes, after a few minutes
Yes, immediately

Question 2: "Did they explain the selling process?"

No
Yes, but very vaguely
Yes, but could do better
Yes, clearly
I already know the process

Question 3: "Did they explain rejected items?"

No
Yes, but very vaguely
Yes, but could do better
Yes, clearly
All of my items were accepted

Question 4: Overall Satisfaction Rating

A 1-5 star rating displayed with an emoji and descriptive text (Poor, Okay, Fine, Great, Amazing)

Question 6: "Where did you hear about us?"

Options include: Word of Mouth, TikTok, Instagram, Facebook, Google, Snapchat, Radio, Other, None

Filtering by Date

Click the Pick Date button in the top-right to filter results by time period. Available ranges include:

Yesterday
Last 7 Days
Last 30 Days (default)
Last 90 Days
This Month
Last Month
Year to Date

The stats, charts, and table all update when you change the date range.

Survey Results Table

Below the charts, a searchable and sortable table lists every individual survey response:

Column	Description
Date	When the survey was submitted
Customer	Customer name (linked to their profile)
Buy	Buy ID (linked to the buy details)
Greeted?	Response to the greeting question
Explained Process?	Response about the selling process explanation
Explained Passes?	Response about rejected item explanations
Satisfaction	Star rating (1-5 stars)
Source	How the customer heard about your store
Buyer	The staff member who processed the buy (linked to their stats)
Sorter	The staff member who sorted the items (linked to their stats)
Comments	Customer's written feedback

Click the expand arrow on any row to see the full comment and rating details in an expanded view. Rows with written comments are expandable; rows without comments are not.

Tip: Use the search box to filter by customer name, staff member, or star rating (e.g., search "1 star" to find low-rated experiences).

AI Survey Analysis

The Survey Results page includes an AI-powered analysis tool that processes your survey data and generates actionable insights.

Running an Analysis

Scroll down to the Survey AI Analysis section.
Click Generate AI Analysis.
Wait for the analysis to complete (this may take up to a minute).

Analysis Tabs

Once the analysis is complete, results are organized into tabs:

Tab	What It Contains
Summary	An overall summary of customer sentiment and key findings
Step 1: Greeting	Analysis of greeting responses with common patterns and actionable insights
Step 2: Process	Analysis of how well staff explain the buying process
Step 3: Passes	Analysis of how well staff explain rejected items
Step 4: Satisfaction	Average score breakdown with common positive and negative comments
Recurring Themes	Positive and negative themes that appear repeatedly across responses
Recommended Actions	Specific, prioritized action items to improve customer experience

Cached Results

Analysis results are cached so the page loads faster on return visits.
A "Cached" badge and timestamp show when the analysis was last generated.
Click Generate AI Analysis again to refresh with the latest data.

Survey Settings

Navigate to Admin > Store Settings > Survey Settings to configure the survey system.

The Survey Settings page lets you enable/disable surveys, set the rating threshold, and customize messaging.

Enable or Disable Surveys

At the top of the settings page, toggle the survey system on or off:

Enabled (green) -- Customers receive a survey link after buy payout.
Disabled (red) -- No survey texts are sent.

Minimum Rating Threshold

This setting controls what happens after a customer submits their survey:

Customers who rate at or above this threshold receive a link to your social media pages, encouraging them to leave a public review.
Customers who rate below this threshold have their feedback sent as an internal alert to your team via BuyerKiosk Sync.

Set the threshold from 1 to 5. Most stores use 4 as their threshold.

Tip: Setting this to 4 means customers who rate you 4 or 5 stars get directed to leave a public review, while 1-3 star ratings are handled privately by your team.

Customize the Messaging

Three text fields let you personalize the survey experience:

SMS Message

This is the text message customers receive after their buy is paid out.
The survey link is automatically appended to the end of this message.
Keep this under 200 characters to avoid using multiple SMS segments.

Positive Review Text

Shown to customers who leave a rating at or above your minimum threshold.
This message appears just before the link to your social media page.
Use this to thank the customer and encourage a public review.

Negative Review Text

Shown to customers who leave a rating below the threshold.
This is displayed at the end of the survey as a thank-you message.
Use this to acknowledge the feedback and assure the customer you will address their concerns.

After making changes, click Submit Changes to save.

Social Media Links

Below the messaging settings, you can manage the social media links that satisfied customers are directed to.

How It Works

When a customer leaves a rating at or above your minimum threshold, they are shown a link to one of your social media pages. If you have multiple links configured, one is selected at random for each customer.

Managing Links

Adding a Link:

Click Add Survey Link.
Enter a Name (e.g., "Google Reviews", "Yelp Page").
Enter the URL (the full web address to your review page).
Click Add Link.

Toggling a Link Active/Inactive:

Use the on/off switch next to each link to enable or disable it without deleting it.

Deleting a Link:

Click the delete icon next to the link.
Confirm the deletion when prompted. This action cannot be undone.

Tip: Add links to Google, Yelp, and Facebook. The system randomly picks one per customer, spreading reviews across multiple platforms.

Troubleshooting

Customers are not receiving survey texts

Verify that surveys are Enabled in Survey Settings.
Check that the customer has a valid 10-digit phone number on file.
Confirm the customer is not on the Do Not Text list (see the SMS & Text Communications article).
The flood protector limits messages to 5 per phone number per day -- the survey text may have been blocked if other texts were already sent.

Survey results show no data

Use the Pick Date button to make sure you are looking at the correct date range.
If surveys were recently enabled, results will only appear for buys completed after the feature was turned on.

AI Analysis is not loading

The analysis can take up to 2 minutes to generate. Wait for it to complete.
If it times out, click Generate AI Analysis again to retry.
A stable internet connection is required for the AI processing.

Social media links are not showing to customers

Make sure at least one link has its toggle switch set to On.
Verify the customer's rating meets or exceeds your minimum threshold.
Check that the URL is a valid, complete web address (including https://).