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5 Survey Questions Customers Will Skip Every Time
Survey Tips

5 Survey Questions Customers Will Skip Every Time

How to Import Your Contacts Into Your Survey Email
Survey Tips

How to Import Your Contacts Into Your Survey Email

After designing your email, you can move on to the next step of sending your survey email. In order to send out your survey email, you must first add contacts to your survey. SurveyTown’s email feature has multiple methods to import your contacts in your survey email. In a few simple steps, you can import your contacts to your survey email. 

In this article, we will cover how to import your contacts into your survey email. 

Getting Started

Getting started importing your contacts is simple. After customizing your survey email, you can move on to importing your contacts. You will find this step at the bottom of the design page of your email.  

Contact Source

Once you have found the step to import your contacts you will be sent to the “Contact Source” page. SurveyTown allows you to add your contacts in a variety of ways. Here are the methods in which you can add your contacts:

  • Copy/Paste
  • Comma-delimited (CSV) file
  • Microsoft Excel (XLS) file
  • Microsoft Excel 2007+ (XLSX) file

On this page, select the file type you will be using to upload your contacts. Depending on which method you choose, you will be prompted to either upload a file or paste your contact list on the next page. 

Map Your Contacts Through Custom Fields

After you have uploaded your contacts, you have the option to map your contacts data to custom fields that you have set up inside of SurveyTown.  This will break down your contacts into custom fields defined by you. You can add custom fields such as name, age, email, and etc. To map your contacts data, select the custom field from the dropdown that matches the data.  Any unmapped fields can be easily categorized by choosing a field in the drop-down box. 

Review Your Import

After uploading and mapping your contacts, you can review your contacts before importing them and sending the email. Your contact list will be shown in the same format as was in the mapping stage, however, no further changes can be made to the categorization. In addition, you can do a final preview of your email before sending it out. You can do this by clicking on the preview link. 

Import Report and Summary

When importing your contacts, how can you determine whether or not your import has worked? After importing your contacts, you will be sent an import summary detailing the success of your import. To find your import summary, first, go to the “Contacts” tab. In the drop-down menu of the “Contacts” tab, scroll down and choose “Imports”. 

On this page your “Import Summary” will be broken down into:

  • Type
  • Action
  • Description
  • Survey
  • Contacts
  • Status

After importing your contacts, you will be shown a page that lists all of your imports.  At the top of the page will be your latest import.  

When clicking on the “Import Summary”, you will notice that the summary has been broken down into:

Total in Import
Left for import after screening

Added to your account

Final Thoughts 

Whether you copy and paste or upload a supported file, importing your contacts to your survey email is simple. In a few easy steps, you can import, map, and review the contact list you choose to send.

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