Knowing how members feel about your space is hard when feedback only comes through complaints. Member Surveys let you collect structured feedback automatically after bookings or send one-time pulse checks to specific segments of your member base. You can spot facility issues early, respond to complaints before they escalate, and build a clearer picture of member satisfaction over time.
Surveys are created and managed in the Admin Portal under Experience Hub > Surveys. Results are available in aggregate in Data Hub.
In this article:
Create a survey and configure its settings
Set your audience and timing
Understand survey statuses
Review how surveys reach members
View survey results in Data Hub
Create a survey
To create a new survey:
Go to Experience Hub > Surveys and click Add Survey.
Fill in the following fields:
Title (required) – Shown to members when they receive the survey.
Type – Choose one:
Post-booking – Sent to anyone in your audience once per month, triggered at the end of a booking.
One-time send – Delivered once to your audience by email, push notification, and through the Member Portal.
Description (optional) – Visible to admins only. Use it to note the survey's purpose or context.
Select the audience to control who receives the survey. If you don't apply any filters, the survey goes to your entire member base. A member count is shown on the right side of the screen so you can see how many people are in scope. You can filter by:
Location
Status
Plan
Company
Member
Contact members only
Open the Builder tab and add questions to the survey. Each question can be marked as required or optional. The following question types are available:
Single line input – Open free-text response.
Radio button group – Members select 1 option from a list.
Rating scale – A numeric scale, customizable up to 10.
Checkboxes – Members select one or more options from a list.
Use the Test tab to preview how the survey looks before sending it.
Click Save Changes.
Save or publish your survey
When you're ready, choose one of the following:
Save as Draft – Saves your progress so you can continue editing later.
Publish / Send Now – Publishes the survey immediately. Post-booking surveys go live and trigger after bookings. One-time surveys are sent to your audience right away.
Once published, a survey cannot be edited.
Survey statuses
After publishing, surveys move through the following statuses.
Published
A one-time survey is sent immediately and becomes read-only. You can view its details, delete it, or duplicate it.
A post-booking survey goes live and is triggered once per member per month at the end of a qualifying booking. You can view its details, delete it, duplicate it, or deactivate it.
Draft
The survey hasn't been sent yet. You can edit and publish it at any time.
Inactive (post-booking surveys only)
The survey was previously published and then deactivated. You can republish it, but you can't make changes to it before doing so. If you need to edit it, duplicate it first.
How surveys reach members
Members receive surveys through all of the following channels at once:
Push notification – On the Members app (branded app only).
In-app modal – A pop-up in the Member Portal.
Email – Sent to the member's email address with a direct link. No login is required to complete an emailed survey.
View survey results
Aggregate results, including CSAT scores and open-ended responses, are available in Data Hub. Responses are anonymous — neither admins nor members can see who submitted what.
FAQs
Can I edit a published survey?
No. Once published, a survey is read-only. To make changes, duplicate the survey, edit the copy, and publish it as a new survey.
Can I reuse a survey I've already sent?
Yes. Select Duplicate on any published or inactive survey to create an editable copy.
Can a post-booking survey be paused?
Yes. Select Deactivate to stop it from triggering. You can republish it later, but you won't be able to edit it then.
What happens if a member is in the audience of multiple surveys?
Post-booking surveys trigger once per member per month, regardless of how many bookings they make. One-time surveys are sent once per audience member when published.
Do members see each other's responses?
No. Responses are anonymous.