Customer.io Survey Tool — Collect & Track

Why run Customer.io surveys in ConvertFlow

Most survey tools give you a report. The answers sit in a dashboard, someone reads them once, and nothing downstream changes.

A survey wired into Customer.io behaves differently. Each answer can write an attribute, track an event, or change segment membership — so the response changes what the person receives next, automatically.

Connect Customer.io to ConvertFlow

In Customer.io, go to Settings → Integrations → Manage API Credentials to find your site ID, tracking key and app API key — all three — and paste them into ConvertFlow's Integrations area.

The tracking key and app API key are separate keys — check you've got the right one in each field.

How to build the best Customer.io surveys

By adding a survey to your ConvertFlow landing page, popup, or embed, you can ask visitors a question and present fixed answers for them to select.

To add one, click to add an element and choose the "survey" element type.

Survey options

Once you've selected a survey element, you'll be able to manage its options in the builder panel.

Add options, arrange their position, edit their text, and map the survey to a Customer.io attribute. Toggle "multi-select" if visitors should be able to choose more than one — multiple values are written separated by commas.

Each option can also carry an image, so the survey can present clickable images rather than text.

To control additional settings for your survey options, such as:

• Separating the data value from the displayed label
• The image used in the survey option
• The score increase or decrease applied by the option

Click on the survey option to open a settings modal where you can control each of these.

Map survey answers to Customer.io attributes

Use the "Map to custom field" dropdown on the survey element to select the Customer.io attribute the answer writes to.

Keep your answer values short and consistent — too-expensive rather than It was a bit too expensive for me — because those are the strings you'll build Customer.io segment conditions against.

Or track the answer as an event

Attributes describe the person. Events say something happened, with a timestamp — and Customer.io campaigns trigger on events.

For a survey, that distinction matters. Writing churn_reason = too-expensive to an attribute lets you segment on it later. Tracking a survey_answered event starts your win-back campaign the moment they answer. Often you want both.

Styling your survey

Below the option settings and in the "Themes" tab, you'll find style controls — width, text alignment, fonts, colours, sizing, whether options are stacked or responsive, drop shadows and more.

Survey confirmation actions

With a survey element selected, click to the "Actions" tab to choose what happens when someone selects an option.

• Redirect visitors to a URL
• Show another step in the campaign, or specific steps based on the selection
• Display a thank you message
• Display another ConvertFlow campaign
• Open an SMS message to a phone number

Adding Customer.io automations

Alongside ConvertFlow actions, add any of the four Customer.io automations once someone has answered:

• Update attribute value
• Track an event
• Add to manual segment
• Remove from manual segment

The last one is worth dwelling on, because no other integration offers it. A survey answer can take someone out of a segment. Ask "are you still looking?" and a "no, I bought elsewhere" answer can remove them from the nurture campaign on the spot — rather than continuing to message someone who has told you they're done.

Map preset fields to Customer.io

Email address is mapped for you. For the rest, use the Fields button on your Integrations page and enter each attribute's data name.

Running scripts & pixels on completion

By adding scripts to your survey's confirmation actions, you can fire conversion pixels and perform other custom javascript. ConvertFlow runs scripts added here only after a survey option has been selected.

Adding conditional logic

By default the survey performs the confirmation action you've set. Click "+ Add Conditional Action" to act only on visitors meeting your conditions — useful for tracking a different event per answer, or removing from a segment on one specific response.

Target who gets asked

With Customer.io connected, target the survey to specific segments — existing customers only for a post-purchase question, a particular cohort for research — rather than showing it to all traffic and diluting the responses.

Segment and personalize in Customer.io

Once answers are landing on profiles as attributes and events, build segments from them and target your campaigns accordingly.

You can also personalize your site for Customer.io segments — so what someone told you in the survey changes what they see on their next visit, not just what lands in their inbox.