Building a Custom Survey Widget on 1C-Bitrix: NPS, CSAT and More

When launching a new product or after changes in a service, the same picture often emerges: managers manually collect feedback via email or messengers, data gets lost, analysis lags behind. Recently, a client from an electronics online store came to us — their Net Promoter Score was unknown because surveys were conducted once every six months via email with a 3% response rate. We placed a pop-up survey on the order page, and within a month we received 1200 responses with a detailed picture. In one month, NPS increased from 20 to 45 — this allowed us to quickly fix problematic areas in the delivery service. A survey on the site is the only way to get structured data without losses. Bitrix does not have a ready-made module for surveys of a decent level — the built-in iblock can be used for storage, but the survey logic has to be written from scratch.

Implementation of a survey on 1C-Bitrix

We build the architecture on HL-blocks — this is faster and more flexible than infoblocks. Typical scenarios:

• NPS (Net Promoter Score) — 0–10 scale with comment.
• CSAT (Customer Satisfaction) — 1–2 questions after a specific action.
• Full survey — several pages with different question types, branching, display triggers.

Data structure via HL-blocks:

class SurveyTable extends \Bitrix\Main\ORM\Data\DataManager
{
    public static function getTableName(): string { return 'b_hl_surveys'; }

    public static function getMap(): array
    {
        return [
            new IntegerField('ID', ['primary' => true, 'autocomplete' => true]),
            new StringField('TITLE'),
            new StringField('SLUG'),
            new StringField('TYPE'),           // nps | csat | full
            new TextField('QUESTIONS_JSON'),   // Question configuration
            new StringField('TRIGGER'),        // page_load | exit_intent | scroll_50 | after_order
            new IntegerField('SHOW_DELAY'),    // Display delay in seconds
            new BooleanField('IS_ACTIVE', ['values' => [false, true]]),
            new DatetimeField('DATE_FROM'),
            new DatetimeField('DATE_TO'),
        ];
    }
}

class SurveyResponseTable extends \Bitrix\Main\ORM\Data\DataManager
{
    public static function getTableName(): string { return 'b_hl_survey_responses'; }

    public static function getMap(): array
    {
        return [
            new IntegerField('ID', ['primary' => true, 'autocomplete' => true]),
            new IntegerField('SURVEY_ID'),
            new IntegerField('USER_ID'),       // NULL — anonymous
            new StringField('SESSION_ID'),
            new StringField('USER_IP'),
            new TextField('ANSWERS_JSON'),     // {question_id: answer}
            new IntegerField('COMPLETION_SEC'), // Completion time
            new DatetimeField('CREATED_AT'),
        ];
    }
}

Survey types to implement

Choice depends on the business task. Compare options:

NPS survey — the simplest and cheapest way to start collecting feedback. It requires only one component with a widget.

NPS survey: simple case

Typical implementation — one page, one action. Component code:

// /local/components/local/survey.nps/template.php
?>
<div class="nps-widget" id="nps-widget" style="display:none;">
    <div class="nps-container">
        <button class="nps-close" onclick="NPS.dismiss()">×</button>
        <p class="nps-question">
            How likely are you to recommend us to your friends?
        </p>
        <div class="nps-scale">
            <?php for ($i = 0; $i <= 10; $i++): ?>
                <button class="nps-score" data-score="<?= $i ?>"><?= $i ?></button>
            <?php endfor; ?>
        </div>
        <div class="nps-labels">
            <span>Not at all likely</span>
            <span>Extremely likely</span>
        </div>
        <div class="nps-comment" style="display:none;">
            <textarea placeholder="Tell us more..." id="nps-comment-text"></textarea>
            <button onclick="NPS.submit()">Submit</button>
        </div>
    </div>
</div>

<script>
const NPS = {
    surveyId: <?= (int)$arResult['SURVEY']['ID'] ?>,
    selectedScore: null,

    init() {
        setTimeout(() => {
            if (!this.wasShown()) {
                document.getElementById('nps-widget').style.display = 'flex';
                this.markShown();
            }
        }, <?= (int)$arResult['SURVEY']['SHOW_DELAY'] * 1000 ?>);

        document.querySelectorAll('.nps-score').forEach(btn => {
            btn.addEventListener('click', e => {
                this.selectScore(parseInt(e.target.dataset.score));
            });
        });
    },

    selectScore(score) {
        this.selectedScore = score;
        document.querySelectorAll('.nps-score').forEach(b => b.classList.remove('selected'));
        document.querySelector(`[data-score="${score}"]`).classList.add('selected');
        document.querySelector('.nps-comment').style.display = 'block';
    },

    async submit() {
        if (this.selectedScore === null) return;
        await fetch('/local/ajax/survey_submit.php', {
            method: 'POST',
            headers: {'Content-Type': 'application/json'},
            body: JSON.stringify({
                survey_id: this.surveyId,
                answers: {
                    nps_score: this.selectedScore,
                    comment:   document.getElementById('nps-comment-text').value,
                },
                sessid: BX.bitrix_sessid(),
            }),
        });
        document.getElementById('nps-widget').innerHTML =
            '<p class="nps-thanks">Thank you for your feedback!</p>';
        setTimeout(() => document.getElementById('nps-widget').style.display = 'none', 3000);
    },

    dismiss() {
        document.getElementById('nps-widget').style.display = 'none';
        this.markShown();
    },

    wasShown() {
        return !!localStorage.getItem('nps_shown_' + this.surveyId);
    },

    markShown() {
        localStorage.setItem('nps_shown_' + this.surveyId, Date.now());
    },
};
NPS.init();
</script>

Display triggers

The survey should appear at the right moment, not immediately on load. Implement several triggers:

const SurveyTriggers = {
    exitIntent(callback) {
        document.addEventListener('mouseleave', e => {
            if (e.clientY <= 0) callback();
        }, {once: true});
    },

    scrollDepth(percent, callback) {
        const listener = () => {
            const scrolled = (window.scrollY / (document.body.scrollHeight - window.innerHeight)) * 100;
            if (scrolled >= percent) {
                window.removeEventListener('scroll', listener);
                callback();
            }
        };
        window.addEventListener('scroll', listener);
    },

    afterOrder(callback) {
        if (window.location.href.includes('/order/success/')) {
            setTimeout(callback, 2000);
        }
    },
};

Triggers are configured individually for each survey and can be combined. For example, a post-order survey Bitrix appears after a successful purchase, while an exit intent survey Bitrix triggers when leaving the page. To prevent duplicate responses, we use localStorage/cookie for anonymous users and check by user_id for authorized ones — this eliminates duplicates.

Analyzing responses

For NPS, automatically calculate the category of promoters, passives, and detractors:

class NpsAnalytics
{
    public static function calculate(int $surveyId): array
    {
        $responses = SurveyResponseTable::getList([
            'filter' => ['SURVEY_ID' => $surveyId],
            'select' => ['ANSWERS_JSON'],
        ])->fetchAll();

        $detractors = 0; // low scores
        $passives   = 0; // medium scores
        $promoters  = 0; // high scores
        $total      = 0;

        foreach ($responses as $r) {
            $answers = json_decode($r['ANSWERS_JSON'], true);
            $score   = (int)($answers['nps_score'] ?? -1);
            if ($score < 0) continue;
            $total++;

            if ($score <= 6) $detractors++;
            elseif ($score <= 8) $passives++;
            else $promoters++;
        }

        if ($total === 0) return ['nps' => 0, 'total' => 0];

        $nps = round(($promoters / $total - $detractors / $total) * 100);

        return [
            'nps'        => $nps,
            'total'      => $total,
            'promoters'  => $promoters,
            'passives'   => $passives,
            'detractors' => $detractors,
        ];
    }
}

Step-by-step survey development process

1. Analysis and agreement — define goals (NPS, CSAT, research), choose triggers and question types.
2. HL-block design — create tables via migration API, configure fields.
3. Component implementation — write widget templates, set up AJAX handlers.
4. Trigger integration — add exit-intent, scroll, post-order events.
5. Testing and debugging — test on different browsers, resolve conflicts.
6. Launch and analytics — deliver dashboard with NPS, CSAT, conversion metrics.

Throughout this survey development Bitrix process, we ensure smooth Bitrix feedback collection.

What's included in the work

When you order a turnkey survey development, we provide:

• HL-block setup and migrations
• Component development (NPS, CSAT, custom)
• Trigger implementation and duplicate protection
• Analytics integration (NPS counter, summary reports)
• API and configuration documentation
• Access to repository and test environment
• 30 days of technical support after launch

Why HL-blocks are better than infoblocks?

Highload-blocks are tables with an arbitrary set of fields. Infoblocks are designed for content filling, while HL-blocks are for fast queries with minimal load. For surveys, write speed without extra events is critical. Comparison table:

Timelines and conditions

Timelines depend on complexity: simple widget — from 2 days, full survey — up to 14 days. Cost is calculated individually, but typical prices start from $500 for a simple NPS widget and up to $2000 for a full survey with branching and multiple triggers. Payback occurs within the first month due to automated data collection and timely problem identification. We rely on HL-blocks — a standard Bitrix tool that guarantees compatibility with updates. Our experience of 10+ years and more than 50 implemented projects confirms the stability of solutions. Get a consultation for your task — we will estimate the scope without rigid deadlines. Order survey development — and within a month you will see the clean NPS of your business.

1C-Bitrix Module Development and Setup

The main trap of Bitrix is init.php. You add an OnBeforeIBlockElementUpdate handler there, then another one — a year later the file is 2000 lines, and on every hit all that code executes. We move business logic into full-fledged modules with D7 ORM, custom tables, and administrative interface. The module can be disabled, transferred to another project, covered with tests — none of that is possible with init.php. Our team has 10+ years of Bitrix experience, certified specialists, and a 6-month code guarantee. Request a consultation — we'll explain how to migrate legacy code to a modular architecture.

Why is init.php the worst place for business logic?

Init.php does not support class autoloading, lacks an isolated namespace, cannot be unit tested, and cannot be disabled without editing the file itself. Every handler written there runs on every request, even if not needed. In a module, you register handlers through EventManager, and they only execute when the event occurs. Performance difference: up to 3x with 10+ handlers.

Standard Modules: Typical Problems and Solutions

Information blocks. IBlock architecture is the first thing we review on any project. A classic mistake: one catalog infoblock with 80 properties, 30 of which are multiple. The b_iblock_element_property table swells to millions of rows, and CIBlockElement::GetList with filtering on three properties does a full scan. We move reference data to Highload-blocks, eliminate multiple properties where possible, and design the structure for 5x growth.

e-Store (sale). Cart business rules are a separate story. We set discount priorities to prevent two campaigns from giving 60% instead of 30%, connect payment handlers, and write custom validation via OnSaleOrderBeforeSaved.

Search. The built-in search module with morphology works up to 10–15 thousand elements. Beyond that — Elasticsearch. We configure it via the Bitrix search module API, indexing through CSearchFullText or custom indexers.

Highload-blocks for dictionaries, logs, user data — instead of bloated IBlocks. Direct queries via Bitrix\Highloadblock\HighloadBlockTable, custom tables instead of the EAV structure of standard infoblocks. A million records — no degradation.

Mail events. Configuration is not just templates in b_event_message. The key is SPF, DKIM, DMARC on the DNS, otherwise transactional emails go to spam. We check deliverability and set up bounce handling.

How to Design Infoblocks for Performance?

We use Highload-blocks for reference data (colors, sizes, manufacturers) that are not involved in complex queries. For SKUs — a separate infoblock with linking via IBLOCK_ELEMENT_PROPERTY. Enable INDEX_PROPERTY for frequently filtered properties. Tagged caching: when an element changes, only the related cache is cleared. Highload-blocks process up to 10x faster than infoblocks with multiple properties on volumes of 100,000 records.

Custom Module Development

Each module follows the structure /local/modules/vendor.modulename/:

• install/index.php — setup class, create tables via $DB->RunSQLBatch()
• lib/ — D7 ORM classes, extending Bitrix\Main\ORM\Data\DataManager
• admin/ — administrative pages using CAdminList, CAdminForm
• include.php — autoloading, event handler registration via EventManager::getInstance()->registerEventHandler()
• REST API endpoints via \Bitrix\Rest\RestManager

The module registers in the system, appears in the "Installed Solutions" list, and has its own settings at /bitrix/admin/settings.php?mid=vendor.modulename. It can be enabled, disabled, and updated through UpdateSystem or custom migration mechanics.

Examples of implemented tasks:

• Campaign management — visual condition builder via CAdminCalendar, timers via agents (CAgent::AddAgent), analytics linked to the sale module
• Cost calculator — React widget on the frontend, REST API in the module, formulas stored in a Highload-block
• Booking system — real-time calendar, locking via $DB->StartTransaction() / $DB->Commit() on concurrent requests, integration with channel manager via webhook

Components and Composite Cache

Component customization via result_modifier.php and component_epilog.php, not by editing template.php of the standard template. This way core updates are painless.

Composite cache ("Composite Site" technology) — the server sends ready HTML, bypassing PHP routing. Dynamic areas (cart, authorization) are loaded via CBitrixComponent::setFrameMode(true) and AJAX. TTFB drops to 30–50 ms. But there are caveats: not all components are compatible, $APPLICATION->ShowPanel() breaks composite, and careful markup of <div id="bx-composite-..."> is required.

What to Check Before Installing a Marketplace Module?

Before installing a module from the marketplace, an audit is mandatory. We check: SQL queries without prepared statements (hello SQL injection), direct use of $_REQUEST without filtering, use of outdated kernel API instead of D7, conflicts with the composite cache module. A module with no updates for over a year and a few dozen installations is likely a problem on the next PHP update. A typical case: a module calls CIBlockElement::GetList with no cache reset — the site crashes with 5000 elements.

Migration to D7

When upgrading PHP or switching to a new edition — refactor outdated calls:

• CIBlockElement::GetList() → Bitrix\Iblock\Elements\ElementTable::getList()
• CSaleOrder::GetList() → Bitrix\Sale\Order::getList()
• CModule::IncludeModule() → Bitrix\Main\Loader::includeModule() Testing on staging, rollback via git on issues.

According to official 1C-Bitrix documentation, D7 ORM is the recommended tool for working with data, providing type safety and automatic query generation.

Comparison: Init.php vs Module

Module Development Scope and Cost

What is included in module development?

• Technical specification and architectural plan
• Code following PSR-4 and Bitrix code style
• Unit tests (PHPUnit) for business logic
• Integration tests for events and REST API
• Installation, configuration, and API documentation
• Repository and documentation access
• Administrator training for module usage
• 6-month warranty support

Estimated timelines and complexity:

Cost is calculated individually — contact us for a project estimate.

Module Testing

Unit tests via PHPUnit cover business logic: discount calculation, validation, document generation. Mocks for Bitrix\Main\Application::getConnection() allow tests to be DB-independent. Integration tests verify event handlers on a real database — OnAfterIBlockElementAdd, OnSaleOrderSaved, etc. REST API endpoints are tested via curl or PHPUnit HTTP client. Critical for modules working with b_sale_order, b_catalog_price — where errors cost money.

Compatibility is checked on PHP 7.4, 8.0, 8.1, 8.2 and editions: Standard, Small Business, Business. We check conflicts with popular marketplace modules — they often intercept the same events. Load testing: measurements on 10K, 100K, 1M records, profiling via Xdebug for memory leaks and N+1 queries.

Practical Examples

Campaign module for an electronics chain. The built-in sale module discounts did not cover scenarios like "2+1", a gift with purchase over a certain amount, or combined conditions. We built a visual builder: marketers create rules via drag-and-drop without development tickets. Campaign calendar, auto-deactivation via agents, analytics linked to b_sale_order — conversion, average check, usage count. Time to launch a new campaign dropped from two days to half an hour.

Calculator for builders. Parameters (area, materials, number of floors) → formula → preliminary estimate → lead to CRM via CRest::call('crm.lead.add'). Regional coefficients and seasonal markups from a Highload-block, material prices from 1C exchange. The number of target leads increased by a third: clients see a breakdown before calling a manager.

Booking for a hotel chain. Real-time availability via AJAX requests to a custom table vendor_booking_slots, seasonal tariff calculation, synchronization with Booking.com via channel manager API. Room locking on concurrent booking via SELECT ... FOR UPDATE in transactions. Timezones handled via \DateTimeZone — a guest from Vladivostok and a manager from Moscow see the same picture.

We will evaluate your project within one day. Write to us — we'll tell you what is included in turnkey development. Contact us for a consultation on your project. Order a custom module development — get a ready solution with documentation and support.