Help
How it actually behaves
Including the parts that decide not to do something, which are usually the parts people want to know about. Every answer here is a mechanism you could check, not a reassurance.
How often you ask people
How often will you email the same person?
At most once every 90 days. If somebody deals with your team ten times in six months they hear from you twice, not ten times.
There is a second limit underneath it: however many contacts an account has, only three of them get asked in any 90 days.
You can loosen both, but not past 30 days and not past ten people per account. The limits are on before you can send anything, and no setting removes them.
What if people never give us an email address?
Then use a sign. You get a printable sheet with a QR code and a short code people can type, and a version for a screen in a waiting area.
Answers are anonymous by default. Nobody has to type anything but a number.
The email itself
Who does the email come from?
You, once you have verified your own domain. Your name, your address, replies coming back to a person at your company.
Until then it goes from a shared address and says it is sent on your behalf. We will not send from your domain until the checks actually pass, because an email claiming to be you that fails those checks lands in spam and damages the name you already own.
What happens if somebody does not want to hear from us again?
One click, no confirmation step, and they are never emailed again by anyone in your workspace.
That outranks everything else in the system. There is no setting, no plan and no trigger that can send to somebody who opted out, and hard bounces and spam complaints do the same thing automatically.
Your data, and theirs
Do you need our sales figures?
No, and you are not billed on them either.
Feed us what you are comfortable with. If you want answers ranked by how much an account matters, your own A/B/C grading is enough. Order counts work too. Revenue is optional and, when it is given, we store a band rather than the number.
Can we get our data out?
Any plan, any time, the whole thing as a spreadsheet. It is not held back on the free tier and it is not a support request.
Feedback about your business belongs to your business. A product that makes leaving expensive is telling you something about how it expects to keep you.
Do you sell or advertise against our customers?
No. The pages your customers see fetch nothing from anywhere and carry no analytics at all, which is also why they work on two bars of signal in a warehouse.
We do not build a profile of the people who answer, and we do not use their answers to sell anything to them or to you.
The number
What is the number, and how much should we care about it?
People answer 0 to 10 and the number moves with that. It is useful for spotting a change in your own business over time.
It is close to useless for comparing yourself to anyone else. Two completely different businesses can land on the same figure for opposite reasons, and published benchmarks are marketing.
The part that pays for itself is the follow-up, not the figure.
Will our first score be bad?
Probably, and it does not mean much. Early answers come disproportionately from people with something to say, and the ones with something to say are rarely delighted.
Tell whoever is going to see it that this will happen, before it does. It settles.
Getting it working
Do we have to connect our ERP?
No. There are three ways in and you can use one, two or all three: a printed QR sign, a webhook you can fire from almost anything, or a connected system.
The webhook takes about six lines in an order system, and a helpdesk rule or an automation tool can send it with no code at all.
We already have scores somewhere else. Can we bring them?
Yes. An export from most survey tools imports as it is, and your history stays on the same chart as the new answers.
You do not restart at zero for changing tools.
How long before we are asking people?
A sign is minutes: name a place, print the sheet, put it on the counter.
A trigger is longer only because somebody has to decide which moment to ask after, and that is a conversation about your business rather than a technical job.
What it costs
How are we billed?
On two things, whichever you reach first: how many places you ask from, and how many customer accounts we know about.
Never on how many people answer. Charging for responses would mean the customers getting the most out of it pay the most for it, which is backwards. And never on your revenue, which is not our business.
What happens if we go over our plan?
You get told, and nothing else happens. Nothing switches off, nothing is deleted, and no code path in this product raises your price on its own.
Moving up a tier is a decision you make, not one we make for you at two in the morning.
What happens when the trial ends?
Asking stops and your data stays. Nothing is deleted, and everything collected before that point is still yours to read and to export.
The trial does not need a card to start.
Not answered here?
Email us and a person reads it.
help@avota.app. There is no sales call, because we do not do those.