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Workflow improvements launched with SurveyTown release – March 2018

Workflow improvements launched with SurveyTown release – March 2018

Why Embedding Questions Gets More Survey Results
Survey Tips

Why Embedding Questions Gets More Survey Results

One of the best ways to increase your survey response rates is to embed the questions right in your email marketing software.

Why does this increase your response rate? You see higher response rates because your respondents don’t have to leave their email to take your survey. They can answer it right in the virtual comfort of their inbox.

This is different than putting a link in your email, and it eliminates an extra step for survey takers.

In this article we look at why embedding questions gets more survey results.

Why are Response Rates Higher?

Response rates for emails with embedded survey questions are often higher for several reasons:

  1. As your respondent clicks to answer your question, they have already invested their time and are compelled to complete your survey. There is less chance of large dropout rates.
  2. Your respondents are more likely to answer a single question in your email than invest the time to click through to a long survey.

What is the Best Question?

Surveys embedded in emails generally see a much higher response rate than when you send a link to your survey. (tweet this)

Because of this, you want to ask the question that is the most important to your company. In many instances, this would be your Net Promoter question, “How likely are you to recommend our business to others.”

You’re sure to come up with other one-question surveys that fit your needs, but it’s a good idea to keep embedded surveys to no more than three questions.

Final Thoughts

Email is a powerful vehicle for your surveys. Nearly everyone checks their email, and by embedding your survey questions right in your email, you increase your chances of a response.

Embedding the survey reduces a perceived barrier to completing the survey. Your respondents can complete it immediately upon opening their email. They don’t have to click a link away from their email and take extra steps to complete your survey.

This is a bonus for your business and can help you learn more from your surveys while making it easier for your customers. 

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Ashes Sitoula on Unsplash

How to Integrate Survey Results into Your CRM
Survey Tips

How To Integrate Survey Results Into Your CRM

When you take the time to survey your customers and really listen to what they have to say, you want to make that survey data work for you.

One way to do this is to integrate your survey with your CRM (Client Relationship Management) tool.

Why is this important? It helps you get your survey data into the right place while it’s at its most valuable. Survey integration with your CRM helps you improve your sales.

In this article, we look at how to integrate survey results into your CRM. First, let’s look more at the CRM.

The Customer Relationship Management Tool

Your CRM helps you build solid and successful relationships with your current customers as well as your potential ones.

You probably already know there are many ways to use your CRM software to your benefit. Yet, perhaps something is missing.

This is where the survey comes in. Your CRM is only as successful as the quality of information stored in its database.

You also know that one of the best ways to learn what your customers and your leads want and need is through a survey. Even more, you know that data isn’t worth much unless you first analyze it and then act on it.

When you import your survey data into the CRM, you add your valuable results, so you can use the information to further market to your customers and prospects in the most effective manner possible.

Your survey software and your CRM complement one another. This integration lets you combine multiple pieces of information about your customers into one system.

This in turn makes it easier for you to grow your business by managing the customer relationship in one place.

Now, lets look at the ways you can use the integration.

Work with Your Personas

Buyer personas are semi-fictional representations of what your ideal customer looks like based on market research and real-time data of your current customers.

Personas help you create and deliver a better marketing strategy. They provide you a clear picture of the type of person who would be interested in doing business with you. Creating buyer personas helps you target the right people at the right time.

Your surveys can help you uncover the following information to create better buyer personas:

  • Demographic info
  • Behavioral data and patterns
  • Geographic information
  • The purchasing process of certain groups of people
  • Customer profiles

When you take this survey data and add it to your CRM, you have very specific buyer personas and can create marketing strategies to meet their needs.

In other words, you can execute marketing strategies based on the customer profiles or buyer personas that you create from your survey data.

You’ll also boost your sales in the process.

Improve Customer Service

One of the most important markers of your success as a business is your Net Promoter Score.

When you provide the best customer care, you encourage customer loyalty and retention. You also have brand ambassadors who’ll share their good dealings with your business to their family and friends.

Integrating your CRM with your survey results allows you to get better data on your Net Promoter Score in relation to your customer transactions and interactions.

When you integrate, you can use your Net Promoter Score (NPS) survey results in your CRM to:

  • Trigger an automated response for follow-up with your customers
  • Ask customers who gave you a favorable NPS to give you a Google review
  • Reach out to customers who rated you negatively on the NPS survey immediately. This helps you preempt any negative online reviews they might have and turn the situation around.

Learn More About Current Customers

If you want to run a successful business, it pays to listen to your customers.

By sending a survey, you’ve already shown a willingness to do just that. You’ve given your customers a voice and invited them to share their experience with you.

They are able to respond positively or negatively. They can tell you more about what they want and need. They can tell you about their negative experiences in a non-threatening forum.

When you ask your customers what they think and integrate your survey data into your CRM, you learn the following information:

  • What makes your customer stay with your business
  • How to retain your customers
  • What encourages their loyalty
  • More about their needs and desires
  • Description of your target market
  • Minimize the chance of negative online feedback because you handle it as it comes in

With this integration, you can rest assured that your CRM has the most up-to-date information about your customers.

You can also learn more about the customer’s journey with your business and then create surveys to match the journey.

Maximize the Moment

Sometimes it can be hard to know the exact right time to make a customer contact to make the sale.

But, when you use your surveys to learn more about your customers, you can use the survey data and your CRM to get the right information in front of particular customers at just the right time.

For example, you send out a survey to your leads and ask them what products or services they want to learn more about.

Once the survey is returned, you can trigger just the right automated email string.

Final Thoughts

The best part of integrating your survey results into your CRM is the ability it gives you to attract new customers and retain current ones.

This integration helps you facilitate a long-term relationship with your customers by providing the data you need for personal marketing.

You’ll find that by integrating your survey results into your CRM, you have smart data to make even smarter decisions.

Your feedback and your marketing opportunities come full circle because you have all of your information in one system.

You know the value and potential value of a wide range of customer types based on their survey data.

Above all, survey and CRM integration helps you connect the dots for the most informative picture of current and potential customers. (tweet this)

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  Domenico Loia on Unsplash





Getting to your survey response data
Integrations, Product Information

Getting to your survey response data

Once you start a survey, it will collect responses for you.  We collect your response data and then give it back to you several different ways.  Here is a breakdown of the different ways you can collect the data from your responses.

Aggregate data in graphs

We collect your responses and show you the response data in aggregate in our reporting page.  Using filters, you can also slice and dice your survey data, re-arranging your view of your data using answers to previous questions.  So for example if you asked your respondents their gender, you could then filter you results just to see graphs of the responses from men or women.

View in PowerPoint

Many customers want to present their survey finding into PowerPoint presentations that they can then show to their collegues.  We make this process easy with our feature to Export to Powerpoint by clicking the “Export to PPT” button at the top of the Reporting section of the survey.


View individual responses

If you are interested in seeing any particular response we give you a “grayed-out” view of individual responses.  First look at your list of responses and then click the “View” icon.



Download Comma-separated values (CSV) file

If you want to manipulate your data in Excel or Google Sheets, you can export all your response data into a CSV and then from there you can import into different systems to create your own reports.



Receive via Webhook

Survey webhooks are notifications that we can send to a listener of your choice via an HTTP POST when someone takes certain actions in their survey account.  A listener is simply a script that lives at a URL that stands ready to do something with the information we send it. Then when a respondent completes a survey we notify the listener with answers to the questions.  That listener can then “do something” with the data immediately, like add it to a CRM database.  Webhooks are the best way for programs to stay in sync with each other in real-time.

Retrieve via API

Unlike Webhooks which push information to you, our survey API allows you to retrieve you survey data “on-demand”.  Get an API key from your account and connect to our service at to retrieve your data in JSON format.


In sum, once your respondents start taking your survey, you can retrieve you data in a many ways.  We strive to help you access your data in a way that is most useful to you at the time you want to get access to it.


How to Share Survey Reports Across Your Organization
Survey Tips

How to Share Survey Reports Across Your Organization

You’ve done the hard work – you created, revised, tested and sent a terrific survey.

The results came in quickly and in great numbers.

You put together the data, looked at it and found that it’s high-quality, insightful and actionable.

The key word here is actionable because now that you’ve got the data, it’s time to do something with it. In this article, we look at how to share survey reports across your organization, so you can turn your data into action.

Allow Survey Access

For many businesses, it’s advantageous to have multiple users in your survey platform.

For example, Survey Town collects your survey responses and provides you with graphs and reports of your data.

Not only can you see the number of responses and view the aggregated statistics in charts, but your team can view them as well.

Allowing multi-users makes it easy for your team to manage and analyze your survey results, ultimately collaborating and deciding on action.

The bonus in Survey Town is that you can assign permissions on a per user basis. This means your team may have access to one survey but not another.

Share a Web Link

One of the easiest, most straightforward ways to share your survey results is to share a web link throughout your organization.

For example, you might send an email with a summary of your survey results exported into a spreadsheet and include a link to the data export of your survey.

This allows your employees access to the survey results and your analysis of it without giving them backend access to your survey.

Create a Presentation

Another way to share survey reports across your organization is through a presentation that you do in-person.

You can export your survey results into a presentation-ready format for presenting to your core team.

By creating an offline copy of your data, you can insert it into a PowerPoint or Keynote presentation, so you can share the results to your team members.

This allows you to meet together, discuss the results in person and then brainstorm ways to take action on the data. When you provide data that is easy to read, it’s a great way to start the conversation with your employees and strategize using the data.

Now that you know how to share survey results, let’s look at why you should.

Why Share Survey Results?

One of the most important reasons you should share your survey results is because it makes you and your staff accountable to the data. It begins the conversation and encourages your staff to take action.

Another reason to share your results is education. With the data in front of them, your staff can begin an open and honest evaluation of your processes and how they affect your customers.

You and your staff can look at customer engagement and really understand how your customers view your company.

When you make the results available to your staff, you help them see the overall big picture. Everyone can begin to see and understand where your company excels and where there’s an opportunity for exploration and change.

Sharing survey results ultimately enlists buy-in from your employees and gives them a reason to improve. Your staff will feel more loyal to your brand as they all work together to change for the better.

It’s a good idea to share survey results because it opens up an avenue for a culture of continued improvement as your staff works to improve their survey data.

Final Thoughts

With several avenues available to you, you’re sure to find a way to share survey results across your organization that spurs conversation and change.

Find the way that works best for you and your team and move forward. You may even find that multiple ways are best for getting the data out to your staff. 

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: on Unsplash

NPS Score vs. Ratings: Measuring Customer Satisfaction
Survey Tips

NPS Score: Measuring Customer Satisfaction

For businesses today, the single most affirming action a customer can make is to come back to your business again. This is one of the true measures of customer satisfaction.

Your goal as a business owner is to ensure your customer’s happiness so they’ll return for a visit.

Right along with this and just as important is knowing your happy customers will tell others about you, and this is where the NPS (Net Promoter Score) comes in. An effective way to measure this is by actively asking for feedback through the Net Promoter Survey.

In this article, we look at the NPS survey and how it relates to the customer satisfaction survey.

NPS and Customer Satisfaction Surveys

The Net Promoter Score is often calculated separately from the customer satisfaction survey, but it can also be part of it.

Remember that the Net Promoter Score survey is the way you learn your customer’s willingness to recommend your business to others.

It includes one question, ““How likely is it that you would recommend x business to a friend or colleague?” The NPS survey uses a 0-to-10-point rating scale and people are categorized as either promoters, passives or detractors.

On the other hand, the customer satisfaction survey gauges how your customers feel about your services (both positively and negatively).

The customer satisfaction survey normally has five-10 questions, uses a ratings scale of one to 10, and queries the customer on their experience, satisfaction and service delivery. It aims to find out how happy your customers are.

The customer satisfaction survey needs to ask more questions to come up with an overall rating, while the NPS only needs to ask one question.

Final Thoughts

The NPS survey and the customer satisfaction survey aren’t really interchangeable, but they can be used in unison when measuring customer satisfaction. (tweet this)

So, which is better? It could be that the two surveys complement one another. You might embed the NPS question in the customer satisfaction survey to give your team on overall view of the customer’s satisfaction as well as their likelihood to recommend you.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  Mira Bozhko on Unsplash

How to Get Links To Your Survey In Front Of Your Customers
Survey Tips

How To Get Links To Your Survey In Front Of Your Customers

You want to provide the best customer experience possible, and one of the best ways to do this is to find out how your customers feel about their experience with your company.

A survey is an excellent way to find out if your customer service, products and overall experience are meeting the needs of your customers.

But, what happens when your survey participation rates are low because you aren’t sure how to disseminate your survey?

In this article, we look at how to get links to your survey in front of your customers.

Send an Email

One of the most efficient and commonplace ways to communicate with your customers and get your survey link to them is through your email marketing channel.

Since email is a direct line of communication with your customers, you can easily send them a link to your survey.

Your email lands right in the inner sanctum of their email box, and because you can highly target your email list, you can decide just exactly who to send your surveys to.

For example, you might choose to send a survey to only the people on your list who made a purchase in the last year. Or, perhaps you want to survey customers who haven’t made a purchase in the last year.

You also might segment your lists by demographics. Another option is to survey people who landed on a specific page of your website and not made a purchase.

Finally, perhaps you’d like to survey those on your list who chatted with your customer service staff. The possibilities with email are limitless.

It’s worth noting that your emailed surveys will most likely show the highest response rate because these are people who’ve opted in to your email list and are receptive to communication from you.

As you send your email surveys, here are a few tips to follow for the best results:

  • Use a short and specific headline to grab your customers’ attention.
  • Make the subject line seem like an exclusive, special invitation.
  • Do nothing else in your email other than explain your survey and provide the link to avoid any distractions.
  • Be brief in your description.
  • Offer your thanks and explain the incentive if you’re offering one.
  • Make your call to action button (your link to the survey) big, colorful and visible.
  • Send a follow up reminder if you have a low initial response rate.

Host Your Survey on Your Website

Another way to get links to your survey in front of your customers is by hosting the survey on your website.

By placing your survey on your website, you can invite your website visitors to complete your survey.

This can be beneficial to you because while these people may not be your customers yet, you can still gain valuable information from them.

Even though you gain information about your website visitors through your Google Analytics, you can glean even more information by posing specific questions to the people who visit your website.

How might you do this? Here are a few questions for putting surveys to work for you right on your website:

  • Create surveys for specific pages of your website. For example, you might include surveys on your product pages or your blog.
  • One survey might ask them what brought them to your website or how they learned about you. Another survey might ask them what they think of your brand-new product or what they might think of a proposed product or service.
  • In addition, you could ask them if they found your content useful or enjoyable.
  • You could also use a survey as a means to gain their contact information. Just be sure to tell them that you are doing it. There are many possibilities.

Where you place your survey is of significant importance. While you might place it right on your pages, you could also put your link in a pop-up box as visitors either land on your site or prepare to depart your site.

You can also use a survey on a follow-up page. For example, you might add a survey on your thank-you page after someone downloads something, makes a purchase or signs up for a beta of your services.

Do be sure to use a strong call to action and a very visible button.

Create a Blog

Another way to get a link out is to write a blog article and add the survey to the article.

This allows you to briefly explain why you want to conduct a survey and what you hope to gain by it. You can also return to update the blog post once you have your results.

Your blog allows you the ability to really connect with participants and encourage them to complete your survey.

Again, you want to use a strong call to action as well as a button link to your survey and text links to your survey within the blog text itself. 

Use Social Media

Another premier spot to get your survey links into the hands of your customers is through social media.

While you can link to the blog post that includes your survey link, you can also create posts that share direct links to your survey.

The benefits of social media are many. Namely, social media allows you to start a conversation and encourage feedback in a friendly, low-key manner.

When utilizing social media, include a direct link to your survey. Consider using bitly to shorten the link as a best practice.

You can also use others on social media to share your link as well. Capitalize on your influencers to share your survey link.

You might also add a drawing to your social media link to encourage more survey participation.

Final Thoughts

The value of the survey is quite unsurpassed for finding out what your customers think about your business.

In fact, a survey by the Pew Research Center says that online surveys are one of the most convenient and cost effective ways to collect data from your customers.

Yet, it can be difficult to get responses for your surveys. The best way to combat this is to have an effective plan for distribution, and then to follow up and make sure it’s working.

Use your existing digital channels and brainstorm a few others. Then, promote your survey and distribute it to elicit a higher response rate.

Finally, the most important thing to remember is to make your survey about your customers, not you. You want to learn how they feel, so tailor your questions so your customers know how much you value their opinions.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  The Creative Exchange on Unsplash