For most teams, NPS and satisfaction surveys live in a separate survey tool: scores get exported to a spreadsheet, no one reads the open-ended answers one by one, and none of it lines up with App Store reviews or support email. Surveys are the most structured Voice of Customer there is — too valuable to waste. This piece covers how to bring them into one feedback hub.

Treat surveys as a connector

In Loopback, a survey isn't an island — it's a channel. Collect responses via Google Sheets (almost every survey tool can export or sync results to a sheet), or push from your own survey system through the API — responses land in the same inbox as every other channel. The Channels page for your market is the source of truth.

Scores + open-ended answers, understood together

Half a survey's value is the score, half is the open-ended answer ("Why did you give that score?"). Once connected:

  • Open-ended answers get understood by AI: tagged with sentiment, priority, category, and owning module just like any other feedback — so the real reason behind a low score no longer means combing a spreadsheet by hand.
  • Cluster into issues: a complaint from a survey merges with the same problem from reviews and email into one issue. "Sync keeps failing" ends up in the same place whether it came from a survey open-ended answer or a store one-star review.
  • Into one board: you see issues across all channels on a single board, instead of one back office for surveys and another for reviews.

Make the NPS trend continuous

A one-off NPS is a number; a continuous NPS is a signal. The reports page rolls up negative rate and key-issue changes by week — you can see whether low scores rose or fell after a release, and which issue the low scores cluster around. To learn how to read the reports, see Reports, Members, and Settings.

From survey score to action

Once surveys are connected, a low score is no longer just a statistic — it's an issue you can assign, draft a reply for (with human confirmation before sending), and track to closed. To turn NPS and surveys from a "once-a-quarter report" into "continuous feedback input," start a free trial for a 7-day Max trial and connect a survey channel to see for yourself.