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Capture Renewal Sentiment with a Custom Survey

Learn how to create a Renewal Sentiment Custom Survey and how to use the data gathered to impact health scoring, automation, and more.

About this Blueprint

Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Discover how to capture renewal sentiment early and often from customers with our Renewal Sentiment Survey. In addition to traditional NPS and CSAT, Vitally Custom Surveys allow Customer Success teams to capture richer insights throughout the customer journey and use this data to influence health scoring, automation, and more.

How this Blueprint works

To get started, head to your Vitally Settings to create a Custom Survey Template. You can find example questions included in our Renewal Sentiment Survey Blueprint, including:

  • Would you renew today?
  • How has your experience been working with the product?
  • Can you share any feedback about the product that led to your choice?
  • What represents your sentiment regarding the value you are receiving?

Once your Custom Survey has been created, you can then set up a Playbook automation to automatically send this survey out to your book of business. For example, you might want to send a Renewal Sentiment Survey 180 days before renewal, and then 90 days before renewal to capture early feedback.

Pro-tip: You can also use automation to trigger workflows based on how customers respond to your renewal survey. Create a follow up Task, set a Goal to improve customer health, and much more!

KPIs Impacted
  • Health Score
  • Renewal Rate
Getting Started with Custom Surveys

Learn more about Custom Surveys in Vitally and explore additional use cases, or request a demo to discover how Vitally can help your Customer Success organization improve customer experiences at scale.

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