Ways to Send Surveys
Summary of options
Choose the way to send satisfaction surveys that suits your business:
- Send manually from CustomerSure by pasting a list of email addresses into the Request Feedback screen;
- Send using your own email or CRM system by including in the email (or email template) a link to the satisfaction survey;
- Send automatically by bcc: add CustomerSure as a bcc on another customer email (such as despatch note or an invoice);
- Send automatically via the API: from your own software, send surveys and retrieve customer feedback;
- Send automatically from a supported integration: CustomerSure integrates seamlessly with a growing number of ecommerce and accounting apps.
1. Send manually from CustomerSure
Go the 'Request Feedback' screen:
Choose your survey, email template and send-time, type or paste one or more email addresses and then queue the requests:
Unless you selected 'Now' as the send time, the requests will be queued and sent at your chosen time. You can read more about viewing and managing the Feedback Request queue here: Feedback Request Queue
2. Send using your own email or CRM system
You can send a survey at any time from your own personal email account by copying and pasting a survey link into your email and sending it to a customer as you normally would.
If you want to send using a CRM system, you can set up an email template which includes the survey link. You may also want to pre-populate the contact fields to save your customer time, and you can add variables to the survey link that allow you to segment the responses.
You can also send ad hoc emails from any survey's 'Edit Survey' screen by clicking the big blue button labelled 'Email this survey to customers'. This will open a new email with some default text and include a link to your survey. Of course, you can change the text if you like. Be careful not to change the link though!
If the blue button does not work, this is because your web browser does not know how to open new emails (the mailto: setting in your browser needs to be configured correctly for your email system). If that's a problem, just copy-and-paste the survey link into a new email. Here is an example email you could use:
If you are sending the survey to one person, you can write the customer's email address in the 'To' field. If you are sending it to multiple customers from one email we recommend you do so using the 'BCC' field, so that customers will not see one another's email addresses.
3. Send automatically by bcc:
If you want to trigger the sending of a satisfaction survey automatically from another email, perhaps a few days after you send a 'despatch confirmation' email then set up bcc: integration.
4. Send automatically via the API
You can integrate directly with CustomerSure via our API to request and retrieve customer feedback.
5. Send automatically from a supported integration
In the Documentation index there's a list of the integrations we support. You'll find a help page for each one.
Define the ongoing process
Step 1 - When
However you decide to send out satisfaction surveys, make sure the timing's right for the customer. It's best to invite feedback straight after you've delivered a product or service. For example: after the sale of a product, sale of service, completion of work, technical support, customer service, seminar or event, training, invoicing, consultation, project completion, treatment, viewing a property…
Step 2 - Who
If you're sending surveys manually, decide who will do it to make sure it happens regularly. It could be the customer service manager, receptionist, project manager, support representative…
Once you have defined a simple process and put it in place, you'll be set to regularly receive feedback from customers and the financial benefits will follow. That's a promise! See our popular blog post on the subject. The top 10 benefits of customer feedback.