Product Information

How to insert a survey question into an email

General, Product Information, Survey Tips

At SurveyTown, we give you the HTML you can copy and paste into an email you send to a customer.

See how to embed a survey question in an email.

This means that your question will show in the email itself, allowing your customer to one-click in the email and give their response.

There are four types of question types that you can embed into your emails.

  1. Rating
  2. Net Promoter Score
  3. Radio
  4. Picture (choose one)

The process of embedding is to go into the “Promote” tab, and then clicking on “Questions” from there you can copy and paste the HTML that you can embed into an email.

We created a full video that guides you on how to put the HTML into an email.

Happy Surveying!

Alerting customer service by email to negative reviews automatically

General, Product Information, Survey Tips

One of the main reasons to use surveys is to keep a pulse on customer satisfaction. You can add questions such as Ratings or Net Promoter Score to gather immediate feedback from customers. But what if you get a negative review and want to follow up on it right away? Using SurveyTown you can get alerted to negative reviews by sending an email to your support or account management department for immediate followup. Here’s an example of setting up SurveyTown to do this.

Let’s assume that you are creating a ratings question of stars 1 to 5 and wanted customer service to be alerted by email if anyone rated their experience less than 4 stars.

First create your question

Step 1 is to create your customer service question.  In this example, we are using a simple ratings question – “Please rate your experience.” and we give the customer a choice of 1 to 5 stars.

Second, create an “Action”

Under the “Logic & Actions” tab, click the button to “Add New Action”.  The action we are creating is to send an email when a someone rates the question as less than 4 stars.  So the next step is to create the condition.

Third, define the condition

Add a Condition

Press the button that says “Add a Condition” and defein the condition of  “How would you rate our service?” is less than “4”.

What this means is, if someone rates their experience as less than 4 stars your action will be triggered.

Set the Alert email recipient

Now set the “Alert Email” which means put in the email of the person or the group that you want to receive the email alert.

 

Save the logic an action and then you are done.

Using the “Preview” you can test our your new functionality.  If you have set things up correctly you will get an email when take the survey and give it less than 4 stars.

The email you get will contain the condition that was met.  It will also contain a link to be able to click on and see the full response.

 

If you have asked for the customers phone number or email or if you have passed this data along to SurveyTown when you passed the customer onto us then you can find that information and followup with the customer.

That’s it.  Happy surveying.

 

 

Example code for PHP Webhook Endpoint

Integrations, Product Information

Every Webhook needs an endpoint — a listener script that “does something” when it receives a notification.

SurveyTown has survey webhooks that allow you to receive notifications when different events happen inside your SurveyTown account.  Why would you want to receive these notifications?  So a common use case would be if you wanted to update a separate systems when someone completed a survey, you could receive a webhook notification from SurveyTown when the survey was completed and after receiving that information you could then do something with that data such as update a CRM record, for example.

Webhooks themselves are an HTTP post notifications.  To the non-technie, the notification itself just looks like a bunch of code.  But buried in the code is all the details about the event.  In the case of the RESPONSE_CHANGED webhook for example, the POST includes all the answers the respondent gave to the questions in the survey.

When setting up a webhook, you provide a URL where the information will be sent when the event happens – this is called the “endpoint” or the “listener”.   But at that endpoint, there needs to be some code that “consumes” the information SurveyTown sends and does something with it.   We thought it would be fun to give an example code that takes our RESPONSE CHANGED webhook and makes a CSV out of it responses.  Why?  Perhaps this CSV could then be downloaded into other business intelligence software for example.  But turning the information into a CSV is just one example you could do.  You could do a myriad of different things once you have the data.

So here is the example code, written in PHP that when notified by our RESPONSE_CHANGED webhook creates a CSV.  It should be noted that you could modify this script to change the response data into any format you need –  like XML or JSON. You could even skip saving to a file altogether and pass the data directly into a database or another process. But without further ado, here’s the code:

Example Webhook Endpoint Written in PHP that uses the “RESPONSE_CHANGED” webhook to create a CSV

Happy surveying!

Pre-selecting choices for respondents

Product Information, Survey Tips

SurveyTown has launched a new features that allows you to send respondents to a survey with options pre-selected. This can be useful for reducing the amount of thinking that a customer has to do when giving a response.

 

 

How it works is that you add the pre-selected responses into the URL. For example …

https://s.surveytown.com/survey/?c=200011&id=89&question[288][540]=1

This would pre-select choice “540” from question “288”.

In this case for this particular survey it means “Durham” would be pre-selected from the dropdown for location.

So how can you find the particular choices and question ids?

You can get them by viewing the HTML source of the survey you published.

Or you can get them by querying our API.

For a complete walk through of the options and how to set them up, please see this help article.

 

Thanks and happy surveying!

 

 

8 Reasons to use SurveyTown instead of SurveyMonkey

General, Product Information

Why SurveyTown might be the right choice for you.  

SurveyMonkey is a great tool and we admire them in many ways.  But if you are in the market for surveys, here are some reasons you might want to take a look at SurveyTown instead.

1 . Unlimited Responses

Our “Free” and “Basic” accounts come with unlimited survey responses.  SurveyMonkey limits their free account to 100 responses and their “Select” account (which costs $26 / month at time of this publication) to 1,000 responses.

2. Monthly Commitment

Hey — commitments are great, don’t get us wrong.  But SurveyMonkey walls off lots of functionality unless you pay for an annual account.  At SurveyTown, we don’t have this limitation.  You get full access the functionality of your account with only a month-to-month commitment.

3. Survey Personalization

With our URL Variables, you can create questions that address the survey taker specifically.  For example, “George, please rate your experience” or “How did you enjoy the performance of ‘Wicked’?”.  In both examples the question text as been customized to the survey taker given who they are or what they have purchased, which increases response rates.

4. Tagging

SurveyTown has tagging instead of foldering which means you can label one survey with multiple tags which is tantamount to putting a survey in two or more separate folders at once.  You can also add, edit or delete these tags via our API.

5. Mobile Surveys – “Tap Your Phone, Take A Survey”

Want to improve your “in person” survey responses.  Let’s us partner with you on “Tap Your Phone, Take A Survey”.

6. Enterprise Grade White-label

SurveyTown is a great fit for agencies because in addition to giving you an “unbranded” URL to host your surveys and allow you to customize success URLs, we also allow you to add your logo inside the application itself and to sell it as your own product to your customers.  In addition, SurveyTown gives you the ability to manage multiple accounts through one administrative interface.   For more info please see the blog post –  the difference between white-labeling and white-label reselling surveys.

7. Additional Enterprise Users are only $20 a month

You can add additional “Enterprise” users inside of SurveyTown and share administrative privileges with them (or not) for $20 a month. An additional user at SurveyMonkey’s “Platinum” level will double the cost of your account.

8. Small (for now) and obsessed with customer service

Working with SurveyTown you get access to a small dedicated team that is devoted to customer service and ready to collaborate.


Feel free to create a SurveyTown trial account or to talk more or schedule a demo please contact us.

 

 

Question Numbering, Progress Bars, Survey Question Personalization launched

Product Information

Hi SurveyTowners!

I am please to let you know we have added some cool new features into SurveyTown that we hope you enjoy.  Here’s a breakdown.

Progress Bar

For multi-page surveys, we have introduced a new survey progress bar that will allow you to show to survey respondents how far they are along on your survey.  You can add the progress bar to the top or the bottom of the survey or both.  You can also include an indicator for the number of pages completed and percentage of pages completed.

progress-bar-4

Response Limit

SurveyTown now as the ability to limit the number of responses for a give survey.  This is especially handy for event registrations where you need to limit the number of responses because of venue size or other limitations.

registration-limit

Question Numbering

Now you can automatically add numbers to your survey questions.

 

survey-question-numbering-2

Survey Personalization

Imagine your name was “Doug” and you came to the survey and it say “Hi Doug, please rate your experience?”  Cool, right?  Well you can now personalize survey questions respondent by respondent using URL variables.

personalizing-survey-question-text-1

Question Text Editor

We have added the ability to bold, italicize or add color to your survey questions.

question-text-editor

 

API calls to input and modify responses inside SurveyTown

We have added several new API calls that would allow a developer to add in responses to SurveyTown from another system.  These means you can integrate surveys into any customer touchpoint and with the help of a developer, aggregate the responses inside of SurveyTown for results analysis.

Webhooks

We have added a “Response Changed” and “Response Deleted” to our survey webhooks so you can be notified programmatically when those events happen.

 

We hope you enjoy the new features and let us know your feedback at support (at) surveytown.com.

Survey Overview gets an upgrade

General, Product Information

SurveyTowners – We have launched a new version of SurveyTown that includes changes to the survey overview, the introduction of tagging, the unification of surveys with events and some changes to the completed surveys properties tab.  Read below for an overview of the changes.

New Survey Overview

Let’s start with the survey overview changes. You should notice right when you login the a new look.  The new survey overview page is aimed at make searching and finding new surveys faster and easier.  Here’s a screenshot.

SurveyOverviewPage-2

There are many changes to see here.

  • First, all “Draft”, “Scheduled”, “Active” and “Completed” have been unified into one view.  You can easily filter out and see surveys of one particular type using the “Status” dropdown at the top left. (1)
  • We have introduced Tags as an organizational tool. (for more info on what tags are see below)  You can filter for surveys that have been tagged with certain tags.  (2)
  • Events tab has been replaced by the “Events” tag.  If you had surveys that were event registrations, instead of finding them in a separate “Events” tab, they are now tagged as “Events”. (5)  You can find them specifically by filtering for surveys tagged as events.
  • Sort Alphabetically or by Date Created – We added a dropdown that allows you to sort your surveys based alphabetically or by the date they were created.
  • Searching as been added – You can now search for survey names using the search box (4)
  • Added relevant dates – We added into the view important dates depending on the type of survey you are looking at.  So for Draft surveys, we now show the “Last edited” date, for Scheduled surveys we show “Scheduled” date, for Active surveys we show the “Activated on” date and for Completed surveys we show the “Completed On” date.

We also added icons that represent the different statuses of surveys next to the survey names.

For more help you can see our survey overview help page.

Tags

We added to the application the concept of tags.  Tags are simply words you use to label surveys so you can easily group them together.  Using them is kind of like putting surveys into folders except that Tags have the added feature of being able to add several of them to a survey.  Once you tag surveys you can then filter for them on the survey overview page. (see above)

To creating a tag is simple.  One way is to navigate from the top menu.

tag-navigation

 

And then you get the to the tags overview screen which allow you to create, edit, or delete tags.

tag-overview

Once you create a tag you can apply them when you create a new survey or even after they are activated or completed.

applying-a-tag

For more you can see our tags help page.

Events unification with Surveys

Since there was not functional different between an “event” and a “survey”, creating an event versus a survey was a purely organizational concept.  Since we have now introduced tags, we are leverage the new tagging system to unify the two concepts and get rid of the redundant tabs.  If you had any events, we have automatically created and applied an “Event” tag to any of those surveys and now you can find them by filtering on the tag “Event”.

Event-tag

Properties tab added to reports view

We have added a “Properties” tab in the reports so you can manage the survey tags or edit your survey name and included the information that was normally on the survey overview page such as the survey URL, ID and any URL variables you may have defined.

 

properties-active-survey

 

API additions

For developers out there, we added the ability to create, edit, apply and delete tags to the API.

The Tag related API calls we added are

We also added two other calls changing surveys status and they are.

We hope you enjoy the new features and please feel free to give us any feedback to support(at)surveytown.com.

 

URL Variables allow you to add custom data to your respondents’ survey responses

Product Information

Imagine you are an e-commerce company and you are surveying your customer base on their satisfaction and you want to know what product the particular respondent had purchased from your company but you didn’t want to require the user to remember or tell you this information because they may not remember the exact name of the product or you are afraid that this might deter them from completing the survey.

Now in SurveyTown you can pass that information to us and we will store that information right along side the survey responses without the user have to type it in themselves.  The way we do this is through URL Variables which simply means you can pass us the information “on the link” and we will store it for you when we store the response to allow you to know for example how people who product ABC rated their satisfaction against the customers who bought product XYZ.

So, when you add a URL variable to the link, instead of a survey link looking like this…

https://s.surveytown.com/survey/?c=200011&id=13

The link would have a variable on the end and look like this…

https://s.surveytown.com/survey/?c=200011&id=13&productid=ABC

… where ABC is the would be the product ID of the your product that that customer had purchased in our example.  (NOTE: You would need append the product id to you survey link using your email marketing software or dynamically from your application.)

 

When you add a variable to a URL, you fill in the information in the brackets with your own data, which is [productid_value] in the above example.

 

Of course the thing you may want to track will be completely different from a product id.  Maybe for your business it might be a donor type or zip code.   That is totally fine.  You can create the variables to track whatever you like AND  you can add as many of them into your survey as you need.

Once we collect the information you send us and attach it to the survey you can find your data in the survey exports.

When you add a variable to a URL, you fill in the information in the brackets with your own data, which is [productid_value] in the above example.

What happens after a respondent takes a survey with a URL variable attached to it is we store the information and when you go to download you survey results, your URL variable will be shown along side the survey results.

 

Export-of-URL-Variables

From there you can slice and dice your data and bring your results to life with data you supplied to us.

Also see: A full tutorial on setting URL Variables on your surveys.

URL variables are a great way to integrate data into your survey responses.  This allows you to understand more things about your survey responses by knowing things about who responded right along side their survey responses.  This allows you to understand more and make great decisions.