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5 Tips for Defining the Purpose of Your Survey
Survey Tips

5 Tips for Defining the Purpose of Your Survey

Product Information

A Quick Guide to Designing Your Survey Emails

You’ve finished creating your survey, and you’re ready to send it out using SurveyTown’s email feature. Before sending the email out, you want your email to look like your brand and to customize the content in the email.  When sending out a survey with this email feature, you get the opportunity to design an email that reflects your brand. This feature ensures that your customers will recognize that the email is coming from you, and they are more likely to respond to your survey. 

In this article, we will cover SurveyTown’ts customizable email features in detail. 

Getting Started

In the “Share” tab of the given survey you want to send out, you will see four options to share your survey. To send out your survey through email, you will find the first icon on the left is the “Email” icon.  If this is the first time creating an email for the survey, just click on the Email icon. If you had previously started designing an email, click on the menu icon located in the top left-hand corner of the “Email” option and choose “Customize design”.This will open the email design page. l. 

Designing Your Email

Once on the design page of your email, you will notice there are many options to customize your email. On the left-hand column, you will see that your customizable options are listed. In the center, you will see what your email looks like as you change the customizable options. As you customize these fields, you will notice your email’s design change before your eyes. Here is a description of the options you can customize.

On the left-hand side, you can set the “Brand/Product Name”, “Brand/Product Color”, and also the “Header” which can show your brand name or logo.  Set your “Reply to” email and “From” name, and notice it will change at the top of your email. You can also set the email subject line in the “Subject” field and compose an “Intro message” to add some text to the body of the email.

The final two options on the left side allow you to set some survey automation. In order to stay on top of what your customer needs, you have the opportunity to send a “Recurring Email”. You can send “Recurring Emails” to customers if you want to email them once a quarter or once a year automatically to ask them their opinion.

In order to ensure your customers respond to your survey, you have the opportunity to send “Automatic Reminders” to customers that have not yet completed your survey.  A reminder email can be set as early as 7 days, or as late as 21 days after sending. 

Preview Your Email

Before sending out your survey through email, you can preview what it will look like to your customers. Quickly and easily see what your email will look like in desktop and mobile view. By default, your email will be shown in “Desktop” view. Above your designed email, you can switch between “Desktop” and “Mobile” view by selecting the associated tab. 

Test Your Email

Once your email looks and sounds the way you want it to, you will want to see how it performs when you send it to your customers. You can do this by sending a test email. In the design section, you will find where to send a test email directly below your designed email. In the short text box, fill in the email address that you want to send a test to and click “Send”.

Final Thoughts 

Designing your email that reflects your brand is essential to gaining more responses to your survey. SurveyTown’s email feature allows you to design the look of your email, establish who it’s from, set a reminder and recurring emails. You also have the option to preview and test your email. When your customers receive your survey in their inbox, they will instantly recognize your brand and will be more likely to respond. 

Why You Should Care About Your Customer Effort Score
Survey Tips

Why You Should Care About Your Customer Effort Score

Do you know your customer effort score? Do you have a grasp of what it is?

Your customer effort score (CES) measures what your customers think about how easy or difficult your business makes it for them to complete an action.

The CES measures how many hoops your customers have to jump through to get what they need. For example, are they looking for info on your website and can’t find it? Or, are they getting a busy signal each time they call customer service?

One study says it is 25% more predictive of customer loyalty than the next best metric. Combined with the Net Promoter Score and Customer Satisfaction Score, you should have a working knowledge of how your customers feel about you.

Because it’s so important, in this article, we look at why you should care about your customer effort score.

The Customer Effort Survey

First, let’s look at how you get this information.

The CES survey involves a single question that is scored on a scale from one to seven.

The question might look like this:  X (your name) made it easy for me to get what I needed (or find an answer, or some variable of this).

The answer options are: strongly agree, agree, somewhat agree, neutral, somewhat disagree, disagree, strongly disagree.

If you get a negative score, you can use your survey to send them to another question that is empathetic and looks something like this: “It looks like we could have done a better job helping you. Please let us know more about your experience.

You would then list seven options underneath for them to click on. For example, answers might be: I was on hold too long, your website was confusing, no one answered my question, etc.

Now let’s look at why it matters.

You Can Improve Your Service

Using your CES data can help you improve your customer satisfaction. It can help you get your customer service right the first time, so you don’t have unsatisfied customers.

If your score is low, you want to train your staff to not only respond quickly but to respond with empathy and knowledge. If they aren’t trained correctly, they will fall short.

The CES helps you learn where your staff and your company fall short and where you can improve.

You Can Improve Your Speed

Customers waiting too long on hold? Or, are they spending a lot of time on your website and not finding answers?

Speed is so important in the 21st century. In a world of immediacy, people are not willing to wait.

So, surprise them and speed things up.

If your CES shows that customers are waiting too long, you can add staff and improve your processes.

You Can Improve Your Options

Oftentimes, people are happy to solve their problems on their own, but they need the right information to do so.

You can help your customer service process by exploring your self service tools.

Your most modern customers will be glad to look for some answers on their own. Make these easy to find, and always offer the option of talking to a person, too.

Final Thoughts

If your customers have to expend too much effort to get what they want and need from you, they aren’t going to return.

Effort is a good predictor of how loyal your customers are and will be in the future.

Your customer effort score can help you understand where your company, products/services, and staff fall short so you can improve. (tweet this)

Today’s marketplace is all about providing the best possible customer service, and that includes how much effort your customers have to spend to get what they want.

When you reduce their effort, you increase their loyalty.

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: Clem Onojeghuo on Unsplash

Upload Contacts and Send Survey Emails using SurveyTown
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Upload Contacts and Send Survey Emails using SurveyTown

Email is one of the best ways to get your surveys directly in front of your customers. Up until now, if you wanted to get your SurveyTown survey in front of your customers you would need to take the link or embeddable question and add it in an email generated by another email system like Mailchimp, Constant Contact or Bronto.  That is no longer your only option With SurveyTown’s new email feature, you can customize a fantastic looking email, upload your contacts directly into SurveyTown and SurveyTown will email your contacts for you. Not only that, but you can set SurveyTown to automatically send survey reminder emails to those that did not initially respond.  You can also define custom fields for your contacts and then create custom filters based on those custom fields. So, for example, you can see how your NPS scores change based on a customer’s account manager or perhaps on the product they bought. 

Here’s a quick guide to the new email functionality inside of SurveyTown. 

Design Your Emails

When sending your email, you have the option to customize the way the email looks. In the upper left-hand corner of the email icon, click on the gray menu icon.  To change the appearance of your email, choose “Customize design” in the options. 

From here, you can begin to customize the email to match your brand. In the email settings, design an email that that matches your brand by setting the brand color and logo image. Additionally, you can customize your email by writing a personalized intro and subject, as well as defining who the survey is from. 

Your customers may be busy and may have forgotten to take your survey the first time you send them the email.  In order to ensure your customers respond to your survey, you have the opportunity to send “Automatic Reminders” to customers that have not yet completed your survey.  A reminder email can be set as early as 7 days, or as late as 21 days after sending. 

Your customers’ opinion of your business may change over time – hopefully for the better – and you want to know where your where that opinion stands.  In order to stay on top of your customers’ needs, you have the opportunity to send a “Recurring Email”. You can send “Recurring Emails” to customers if you want to email them once a quarter or once a year automatically to ask them their opinion.

Add Contacts to Your Survey Email

Adding contacts to your survey is easy and convenient. With this feature, you can add your contacts with a number of supported files, or simply copy and paste. This SurveyTown email feature allows you to add contacts to your email in a variety of ways. 

  • Copy/Paste
  • .xlsx
  • .xls
  • .csv
  • API

Once you have uploaded your contacts you will have the option to send a survey right away or schedule it for the future.

Once you press send you will be given an import summary that shows how many contacts you send to and who was filtered out because they were a bad (malformed) email address or were already on your survey email list.

Define Custom Fields

Before adding contacts though, you may want to define custom fields for your contacts.  Contact custom fields in SurveyTown will give you the option to create custom reports on your survey data based on contact data. When reading your responses, you can filter the results to only be applied to custom fields set by you.  For example, if you uploaded a list of contacts and knew the state where for each contact after the survey had collected responses you could breakdown your customer satisfaction levels by state. The different custom field types are: Textbox, Email address, Date, Mailing Address, Decimal, State dropdown, Integer, Checkbox, Radio buttons, Checkbox, Checkbox list. 

View Responses from Contacts

The results are the most important part of receiving responses. Your responses to your survey can help navigate which direction your business needs to be going.  When adding custom fields for your contacts, you can easily review filtered responses defined by custom fields set by you. You can view your results through:

  • Overview reports 
  • By Contact
  • Through Custom Fields
  • By  API 
  • Through Webhooks

Final Thoughts

In today’s competitive market, it is essential that you stay on top of how your customer feels about your product, service or business. Sending out direct email surveys to your customers can help gather the input needed to navigate your business to success. Sending email surveys directly from SurveyTown can help simplify the process of sending emails by allowing you to send emails and gathering responses all on the same platform.  All you need to do is design, set up your custom fields, import your contacts, and your on your way to receiving responses that will help you exceed your customers’ needs.