Getting Started with AwareCX

AwareCX helps service-driven teams measure and improve customer experience through NPS, CSAT, and CES surveys, real-time analytics, and a closed-loop detractor recovery workflow (ResolveCX). This guide walks you through everything you need to go from empty workspace to your first set of results.

The whole flow takes about 15 minutes if you have a contact list ready.

Head to the sign-in page and sign in with the email and password you registered with. If this is your first time, click "Start free" to register, verify your email address, and continue into onboarding.

During onboarding, AwareCX checks whether your email domain matches an existing organization or whether the workspace name you type matches one already in the system. If it does, you can request to join that organization and an admin will approve or decline; you'll see a pending-approval screen that updates automatically when they respond. Otherwise, you'll create a brand-new workspace.

Once you're in, you'll land on the Dashboard. A "Getting Started" checklist tracks your setup progress and links directly to the screen for each step.

Open Settings and complete three things so your surveys feel like they're coming from your brand:

• Upload your logo. It appears on every survey page and email.
• Set your brand colors. Pick a primary and accent color that match your existing brand.
• Add your service descriptor. A short phrase like "your property management team" or "your internet service" that gets interpolated into survey questions.

While you're in Settings, open the Team section and invite anyone who'll be working in the platform with you.

Contacts are the people you'll be surveying (tenants, subscribers, clients, etc.). Open Contacts and choose how you want to add them:

• CSV upload for a one-time bulk import. Map your columns to the AwareCX fields in the wizard.
• Manual entry for quick testing or a small list.
• API if you want your CRM or property management system to keep contacts in sync automatically. Generate an API key in Settings.

Contacts can be grouped by Account (a property, a client, a location), which is what makes the per-account dashboards work.

Open Surveys and click "Create Survey". Pick the survey type that matches what you want to learn:

• NPS (0 to 10 scale). Best for ongoing relationship tracking.
• CSAT (1 to 5 scale). Best for transactional moments like a closed support ticket or completed install.
• CES (1 to 7 scale). Best as a predictor of renewal or churn.

Add up to a few short follow-up questions if you want richer feedback. Keep the total under five questions for the best response rate.

From the survey, create a Send. A send is one delivery of the survey to a specific audience. Configure:

• Audience. Pick all contacts, a saved segment, or filter by account or custom field.
• Channel. Email, SMS, or both.
• Schedule. Send now or schedule for a specific date and time.
• Drip window (optional). Spread the send over a number of hours so recipients don't all arrive in the same minute. Each recipient's exact send time is jittered within its slot.
• Cooldown. The platform enforces a per-contact cooldown so the same person never gets two surveys back-to-back.

Review the send, confirm, and you're live. The Sends tab tracks delivery, opens, and responses in real time. To follow up with non-responders, open the send and click Send Reminder — a good rule of thumb is to wait 4–7 days after the initial send.

Each survey has its own results page with score distribution, trends over time, and a feedback stream of every response. From there you can:

• Filter by date range, send, or account
• Compare NPS, CSAT, and CES trends
• Identify promoters and detractors
• Export response data to Excel

For a portfolio-wide view across every survey and account, open Analytics. If your admin has enabled ResolveCX (Settings → ResolveCX), detractor responses can be turned into trackable tickets and assigned to team members with the Agent role so your team closes the loop the same week.