Product Information

New and Improved Look of NPS, CES, CSAT surveys for Mobile, Desktop, and Email

General, Product Information

We made a bunch of updates to the look and feel of NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), and Ratings questions and have given you more control to help them match your brand. Our updates have been made to make your customer experience surveys more visually pleasing and customizable. No worries if you haven’t had time to check out all the new features—we’ve pulled them together to show you what we’ve been working on.

A new and improved look of surveys for mobile, desktop, and email experiences

We’ve switched to a more modern look for our survey experiences. This new look is used for mobile, desktop, and email experiences and is a little more pleasing to the eye (or at least we think so). No matter where you’re sending your survey, you can be sure that it will look good and represent your brand well.

New question preview during build mode

Now you can see exactly how your question and style options will look during build mode so you don’t need to switch back and forth between build and preview modes.

Customize colors, shapes, and styles used in NPS, CES, and CSAT surveys

Branding is important. That’s why on top of making some changes to make our surveys look better, we’ve also added a number of options for you to customize your surveys. When building your survey, you have the option to change colors, shapes, styles, and more.

 

Choose your brand color

You can select a specific hex code, which makes it easy to keep your surveys on-brand. This also makes it easier for consultants and agencies to white label the platform and provide better branding options to clients.

Change the button shape and style

You have more options for adjusting the look of the buttons. Select rounded buttons, circle buttons, or square buttons, then choose whether you want your brand color to just be the outline or to be the fill. All of these style options allow you to not only do something that you think looks better but also to create a survey that better matches your brand’s visual aesthetic.

Rating questions can have thumbs, faces, or stars

Who said surveys and customer experience questions can’t be fun? Add the finishing touches to your questions with up and down thumbs, emojis, or stars. To make this feature a little easier to use, we’ve also added the ability to change the number of icons that appear. For the thumbs, you’ll want to choose two under the Steps dropdown. You can also choose to use four stars, three faces, or five boxes—whatever works best for you.

CES and CSAT answers can now be shown as text

In case you have something against numbers, we’ve made it so that you can use text on your CES and CSAT questions. Now you don’t have to worry about whether or not your customers are confused about whether or not 1 or 5 means strongly agree.

As a company that lives and breathes customer feedback, we’re always listening. We’ve been hard at work making changes that will help you build better questions faster so that you can focus more on analyzing the results. We hope you enjoy these new features!

Getting to your survey response data

Integrations, Product Information

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 https://api.surveytown.com/2/REST/ 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 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!

 

 

10 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 a survey builder, here are some reasons you might want to take a look at SurveyTown instead.

1 . Customize Your Success Pages with Images

When your respondents finish the survey, you may want to thank them or show your own social media icons to allow them to share their experience with their friends.  In SurveyTown you can customize your survey success pages with images or icons. Upload them and we will host them for you!

2. Monthly Commitment

Don’t get us wrong, commitments can be good.  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. Obsessed with Customer Service

We are 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.

4. 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.

5. API Access for 30% less

Looking for a survey partner you can integrate with.  Our API is robust and includes Webhooks.  Also, we give Direct API Access at our Professional Account level which is $70 (instead of SurveyMonkey’s $99) and does not require a yearly commitment.

6. Embed Survey Questions in Emails sent from any Email Service Provider

In SurveyTown, we give you the code that you can use to embed survey questions in emails you are sending out.  So you can put them in emails generated by Campaigner, Bronto, Mailchimp or any other Email Service Provider.  You can also embed them in custom emails you maybe generating or sending out via other applications.

7. 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.

8. 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.

9. 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.

10. 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”.

 

 


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.