What is a survey?

 

A survey is a question that you ask a group of customers, encouraging them to leave feedback about the product or experience they’ve received. Using the platform, there are two different metrics that you can use to survey your customers: Customer Happiness Score® or Net Promoter Score®.

 

Surveys provide your customers with an opportunity to voice their opinions, quickly and easily. When using CHS®, they’re asked how they felt about a product or experience, therefore giving an emotional and personal response.

 

They’re also given the chance to leave a comment, so you can get a stronger understanding of why they felt that way. You’re able to connect with your customers and gather valuable insight into customer happiness and loyalty like never before!

 

 

Create an email survey

 

To create a survey, you need to head over to the Surveys main page.

 

Click on the ‘Surveys’ tab along the top panel.

 

 

Click ‘Create a Survey’ to enter the Survey Wizard.

 

This will guide you through the 5 stages of building and sending a survey.

 

 

Stage 1 – Survey type

 

 

This is the first stage of the Survey Wizard. 

 

Give your survey a name and click ‘Save’.

 

 

You can now select if you would like to use a CHS® or NPS® survey. 

 

 

Once you’ve done this, you will need to select your input type. As we are creating an email survey, click ‘By email’.

 

 

Stage 2 – Survey builder

 

 

You’re now on Stage 2. This is the Survey Builder.

 

This is your chance to get creative!

 

 

To add your logo and banner images you can drag and drop the file into the blue box. Alternatively, you can click on ‘upload a file’.

 

 

 

 

Now you can add your brand message and brand name by clicking inside the blue boxes. 

 

You will need to enter a brand name to move to the next stage in the Survey Wizard.

 

 

You can use the blue pencil icons to edit different areas of your survey.

 

 

When you click on each blue pencil icon, a pop up will appear next to it.

 

Work your way through the blue icons to customise your survey to reflect your brand. 

 

 

At the bottom, you can send a test survey to yourself or a colleague by entering an email address.

 

This is an opportunity to check out how your survey will look in a customer’s email inbox when they receive it.

 

 

Back at the top of the Survey Builder, you’ll see 5 additional steps to work through to complete your email survey: Feedback, Thank you, Contacts, Setup, and Summary.

 

Note: Remember you can use the blue pencil icons to customise your Feedback and Thank you pages too.

 

 

You‘re currently on the Survey page. Click on the Blue arrow to view the Feedback page.

 

 

This is the page your contacts will see once they’ve clicked a face in the survey. Here, they can add their comments.

 

When you’ve finished here, click on the Blue arrow to view the Thank you page.

 

 

This is the final page your contacts will see. 

 

You can add in a thank you header and message by typing in the blue text boxes.

 

 

You can also add a button at this point. You can link this to your website or booking system to encourage your customers to head there once they’ve completed the survey. Just make sure you’ve made it active so that you can edit it.

 

 

Once you’re happy with your survey, click the next step arrow.

 

 

Stage 3 – Survey contacts

 

You’ll now see Stage 3 of the Survey Wizard. This is where you can upload new customers’ email addresses or add existing contacts in your account.

 

First, you will need to input a ‘Recipients group name’, you can create your own or use the default one already there.

 

 

Once you’ve done this click ‘Save’ to upload your contacts.

 

 

Now you are ready to import your contacts. There are two ways of uploading new contacts: by importing a CSV file or by copying and pasting them in.

 

We’d always recommend uploading a CSV file, you can upload your contacts by clicking on ‘Import CSV file’.

 

 

You can drag and drop your CSV file into the box or chose to ‘upload from your computer’.

 

 

If you’d prefer to copy and paste your email addresses in, you can do this by clicking on ‘Copy and paste’.

 

 

The box will appear where you can copy and paste your contacts into, click on ‘Import’ once you’ve done this.

 

 

Alternatively, you can add existing contacts that you have imported to your instance, you can do this by clicking on ‘Existing contacts’.

 

 

You can select your contacts to add to your survey, and don’t forget you can select more than one at a time.

 

 

If you have chosen to upload a CSV file or copy and paste your contacts, you’ll need to map your fields. This is a simple step that ensures that your data is being stored inside the platform correctly.

 

All you have to do is match the names of the fields in your CSV file to the names of the fields in the platform. For example; if you have a field in your file named ‘Email addresses’, match this up with the ‘Email Address’ field in the platform.

 

 

Once you’ve done that, click ‘Import’ at the bottom.

 

 

A confirmation message will appear, you can check the status of each individual contact just click ‘View contacts’.

 

 

Each contact will have one of 4 statuses:

 

  • Imported – The contact has successfully been imported to the platform.
  • Updated – An existing contacts profile has been updated, this is an action that you will have completed before the point of importing your contacts.
  • Existing – The contact already existed within the instance.
  • Failed –  If a contact hasn’t been successfully imported.

 

 

Once you have checked click the’X’ to continue.

 

 

Click on the ‘Next step’ to progress to the Setup page.

 

 

Stage 4 – Setup

 

You’re now on Stage 4 of the Survey Wizard (nearly there!).

 

At this point, you need to concentrate on the finer details of your email survey.

 

 

At the top, add in your sender details. This section has 3 required fields: ‘from’ name, ‘from’ email address and subject line.

 

These fields let your customer know, at a glance, who has emailed them and what it’s about. These will be the first things your customer sees when the survey lands in their inbox – make sure it’s friendly, recognisable and enticing!

 

 

Underneath that, you need to decide on the send distribution.

 

Here you have two options: ‘Send in one go’’ or ‘Drip send’.

 

 

‘Send in one go’ means that you’ll be sending the survey out to all of your imported contacts in one go.

 

You can either do this instantly (as soon as you set the survey live later) or you can ‘Schedule’ it at a later date and/or time.

 

 

‘Drip duration’ enables you to send your survey out to all of your imported contacts gradually, over a certain time frame.

 

For example, if you select a 30-day drip duration and you’re sending to 30 customers, your survey will be sent out to 1 contact per day.

 

 

At the bottom of the page, you can set up reminders.

 

These will resend the survey to any contacts that didn’t open the email, as well as those who opened the email but didn’t leave a response.

 

 

When you’re happy with the setup of your survey, click the blue arrow to go to the next step.

 

 

Stage 5 – Summary & send

 

You’ve reached the final stage of the Survey Wizard!

 

This is your survey summary. Here you can double check the survey information and how many contacts you’re sending it to.

 

 

Work your way through the list and make sure you’re happy with your survey details.

 

If you need to amend anything, simply click on the blue arrow to go back and edit.

 

 

When you’re ready to send the survey, click ‘Launch this survey’.

 

 

And that’s it!

 

Your survey will now fire off to all of your customers!