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NPS Best Practices - Why You Should Be Using NPS
Survey Tips

NPS Best Practices – Why You Should Be Using NPS

Admin API Calls launched, Logic and Action Emails get an upgrade and Pricing changes
Product Information

Admin API Calls launched, Logic and Action Emails get an upgrade and Pricing changes

We released some new features this week. First, we added Admin API calls to our API for our white-label and enterprise customers. These allow our white-label partners to create and updated accounts via our API! We also added the ability to customize the Logic and Action emails, add a new Brand field in settings, and launched some new pricing. Read on for details. 🙂

Admin API

If you are a white-label partner, you may need to create accounts on the fly. For example, let’s say you are a SaaS provider to small businesses, and you wanted to a provision a new survey account for each one of your merchant customers when they signed up for you SaaS service. With our Survey Admin API, using your API key, you can create new accounts immediately, setting up all the accounts preferences and give your customer access right away.

But there’s more! In addition to creating, updating and deleting accounts, you can also create API Keys, find all your accounts and set messages that appear in the platform when the users login.

Here’s the list of new functions:

To gain access to the Admin API, you will need to have signed up for NPS white-label account and then you use an API key that is associated with it.

Logic And Actions Email Upgrades

If a customer service issue is uncovered when a customer takes a survey, you may want to notify customer service personnel right away. SurveyTown allows you to send alert emails to business managers right away in our “Logic and Action” section of the survey. This feature has been around for a while. What’s new is that we now allow you to customize this email to give all the details of the responses on the page in the email itself. So your manager can find the information they are looking for without having to login and see it.

To find this functionality, go the “Logic & Actions” tab underneath the “Questions” tab for survey, set how you want the email to be triggered and then check the “Email Alerts”. Here you can see we have pre-filled the subject and body with the details of the response. You can then customize it from there.

Branding

We added a new “Branding” field in the “Settings”. Use this for the name of your product, company or service. It will show up in the following areas:

  • It will used in new NPS, CSAT, CES or Ratings questions by default but can also be edited and customized if you want.
  • It will be used as the “From” name in any emails that are sent out by the system, such as Confirmation or Notification emails.

Pricing updates

We made a big change to how we price our product. Now, we price based on the number of responses that are received rather than the number of features that are used. We think this more closely aligns with the value we are providing. Smaller customers can pay a little less while larger customer pay a little more.

Our API access is limited to our pay customers, but for developers we have a 14-day free trial to use the API to make sure it works for you.

Thank you and happy surveying!

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 survey account today, and you can upgrade at any time.

Images: Computers on Unsplash

The Ultimate Survey CTA When a Survey Is Completed
Survey Tips

The Ultimate Survey CTA When A Survey Is Completed

Words are great, and while it’s always a best practice to thank your survey respondents when they’ve completed your survey, there are some actions you can take to really drive your thank you home.

You want to use an action to show your respondents your gratitude, and this is where the call to action (CTA) comes in.

Your best call to action is to take action first by creating a CTA that shows your survey respondents you know they just did you a favor, and now you are going to do them one. (tweet this)                         

In this article, we look at the ultimate survey CTA when a survey is completed. We’ll look at how this can further solidify their loyalty to your business.

A Good CTA

When your survey is completed, a good CTA you can provide is either the incentive you promised or one you are surprising your respondents with.

For example, you may have promised them a coupon for free shipping, a percentage off coupon, a free download, or something free from your store.

Whether you told them this up front or are providing it as a surprise, it is the ultimate CTA when a survey is completed because your customers are getting what they wanted.

But, if you really want to wow your customer with the ultimate call to action, give them the one that meets your respondents where they are.

The Ultimate CTA

There is one more thing you can do with your after-survey CTA that propels your CTA to the ultimate stage and beyond.

You can further increase your results by creating a CTA based on survey responses.

This means providing a call to action that meets your customers’ needs, wants and desires.

Your survey helps you determine what your customers think about either your products, services, or your business. Because you know this, you can provide them with a proper call to action.

For example, perhaps you created a survey that asked your respondents if they want coupons, free shipping, eBooks, webinars, whitepapers, or free services.

Based on their responses, you can provide a CTA at the end of the survey based on their answers. For example, for the ones that want free shipping, give them a coupon. For those who want eBooks, give them a link to a new one.

Not only can you provide an appropriate CTA, but you learn more about your customers so you can provide them with the right content, products, and services.

You can also reach out with a CTA to customers who may or may not be happy with your company. Let’s say you conducted a Net Promoter Score survey. You could provide a different call to action for several groups:

  • If your respondents’ NPS survey response score is less than six, you can create a call to action that appeals to your detractors.
  • If you have responses in the range of seven-eight, you can also create a CTA for this more neutral, passive group.
  • For NPS survey responses that are greater than or equal to nine, you can create a promoter CTA that appeals to your biggest fans.

Each of these CTAs can be different. To create the CTA, research your audience, know what makes them happy and what doesn’t. Then, you can fine tune your CTA at the end of your surveys to appeal to each of those audiences.

Final Thoughts

Sending surveys helps you learn valuable information about your customers. It helps you fine tune your marketing and provide the right things at the right time.

So, why waste one minute of that time. Give them a CTA when the survey is completed that matches their survey responses.

In doing this, you not only express your overwhelming gratitude, but you tell your customers immediately that you are listening to them.

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.

Images: Brett Jordan on Unsplash

When to Ask NPS Score
Survey Tips

When to Ask NPS Score

Have you ever wondered when to ask NPS score? When should you send this survey to customers? We’ll answer that in the article so you get good responses.