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Custom Question

Menu Location: Reports > Customer Feedback > Custom Question (or search "NPS", "recommend survey")

Last Updated: 2026-09-22

Overview

Custom Question is the flexible third question in the Customer Feedback popup. It's the one you write yourself, and it's only asked when the customer has no menu or box question waiting - it's the lowest-priority filler.

The usual choice is a recommendation score (NPS), but you can also ask a straight Yes/No or a 1-5 star question. Every answer is saved with the exact wording that was shown, so you can reword the question at any time without changing the meaning of answers you already collected.

This page only applies once the Customer Feedback popup is on. If it's off, the page shows a banner pointing you at the master switch on the Menu Feedback page instead.

Primary Features

Custom question on/off

The button in the top right of the page header turns the custom question on or off:

  • Custom question: On (green) - the question is reaching customers. Click to turn it off.
  • Custom question: Off (grey) - click to turn it on. Turning it on from this page also switches the master popup on, so the question actually reaches customers.

A Preview button sits next to it and opens the popup exactly as a customer sees it, in a new tab.

Question settings

Three fields control the question, saved together with Save question:

  • Question - the wording customers read. For example "Would you recommend us to a friend?".
  • Answer type - the widget they answer with:
    • 0-10 (NPS) - a 0 to 10 scale, labelled "Not likely" to "Very likely".
    • Yes / No - two buttons.
    • 1-5 stars - five star buttons.
  • Re-ask after (days) - how long before the same customer can be asked this question again. The default is 120 days.

Note: Rewording the question does not reset anyone's cadence - the re-ask window is tracked per customer, and old answers keep the wording they were asked with.

NPS score

When there are NPS answers to score, a line shows NPS and the number of scored responses in brackets. The score runs from -100 to +100: 9s and 10s count as promoters, 0 to 6 as detractors. A negative score is shown in red, a zero-or-better score in green.

The line only appears when at least one NPS answer exists. Yes/No and star questions do not produce an NPS figure.

Responses table

The table lists the most recent responses, newest first, up to the 200 most recent:

Column What it shows
Cust ID Link to the customer's account
Customer Name Link to the customer's account
When The date the answer was given
Question asked The exact wording shown at the time, in grey
Answer Their response
Comments The optional comment they left with it

Negative answers are shaded red: an NPS score of 6 or under, a "No", or a star rating of 3 or under.

Common Use Cases

Run a recommendation (NPS) question

Steps:

  1. Set Question to your recommendation wording.
  2. Set Answer type to 0-10 (NPS).
  3. Set Re-ask after (days) to how often you're willing to ask, then click Save question.
  4. Watch the NPS line and the responses table fill up.

Ask something else for a while

Steps:

  1. Reword the question and pick the matching answer type (Yes/No or 1-5 stars).
  2. Click Save question.

Note: Answers already collected keep their original wording in the Question asked column, so old results stay meaningful.

Follow up with unhappy answers

Steps:

  1. Look for the red rows in the table.
  2. Open the customer account from the row link.
  3. Read their comment and reach out.

Check exactly what customers see

Steps:

  1. Click Preview next to the toggle.
  2. The popup renders in a new tab.

Previewing writes nothing and does not use up a customer's one-time ask.

Troubleshooting

No responses yet

The custom question is the lowest-priority question, so it only appears when the customer has no menu or box question waiting. On an active store the menu and box questions usually absorb the customer's one session.

The NPS line is missing

There are no NPS-typed answers yet. If you have switched the answer type to Yes/No or stars, the line will not appear - NPS is only calculated from the 0-10 scale.

Customers keep getting asked too often

Increase Re-ask after (days). The window is counted from the customer's last answer, so a longer window means fewer asks.

A customer says the wording was different from what they answered

That's expected. The Question asked column is a snapshot of the wording at answer time, so reworded questions don't rewrite history.

The page shows a warning banner instead of the report

The Customer Feedback popup is off, so nothing is being asked. Use the button at the top of this page to switch the custom question on (which also turns the popup on), or manage everything from the Menu Feedback page.

  • Menu Feedback - the pre-delivery menu thumbs, the weekly approval grade, and the master popup switch
  • Box Scores - the post-delivery 1-10 box question and its unhappy-customer filter
  • Customer Feedback - the hub page linking all three

Recent Updates

2026-09-22

  • Removed as its own entry in the Reports menu. Open it from the Custom Question card on the Customer Feedback hub page.

2026-09-17

  • New page, added with the unified Customer Feedback popup: the rotating custom question, its answer types (NPS / Yes-No / stars), the re-ask window, the NPS score line, and the responses table.
  • Breadcrumb H1 and a Preview button for the popup's custom question.