Now that we setup the Workflow that will Trigger the Survey, we can now start creating a new Survey or Experience. (http://help.suitefeedback.com/en/articles/9163708-survey-triggers)
Feedback > Experience Surveys > Experience Surveys > New
Title: Name your Survey Experience based on what you are measuring.
Description: Its always good a to add a description that explains what you are measuring.
Framework/Metric:
Net Promoter Score (NPS) measures the overall relationship you have with your customers.
Customer Satisfaction Score (CSAT) helps you gauge how happy a customer is with either a specific interaction or their general experience of your company.
Customer Effort Score (CES) measures how effortless (or effort-full) it is to interact with your company.
Read more about this in the following article, CSAT vs NPS vs CES: Which customer satisfaction metric is best?
Survey Channel/Distribution
Email, SMS, API and URL Link
Read more about this in the following article, Sending surveys: 3 top online survey distribution methods
Enable Automatic Smart Follow-up
Enable this checkbox if you want SuiteFeedback to Resend the Survey after two days in weekdays if the customer never opened the email or Opened the email but didn't click. This feature is great to improve Survey Response Rates.
You can select the option that works best for your Audience under Setup > Company > General Preferences > Custom Preferences > SuiteFeedback
Trigger Workflow
For Surveys to Trigger you must first define a NetSuite Workflow of Type Trigger that contains the SuiteFeedback Action.Read this article to understand how to setup Workflows to Trigger Surveys.
Survey Owner: By Default the logged in User is Selected, but feel free to change it based on your company needs.
About the Survey Structure and Framework
SuiteFeedback is not a Survey tool, we are a Customer Feedback Management app. We built the app based on the most popular customer feedback frameworks. CES, CSAT and Net Promoter Score.
Survey Theme
We offer three Themes per Survey Framework.The ones names with a "Main" value are the ones we recommend.
If you want to change the HTML code of the template, Make sure you go to Feedback > Settings > Theme and Make a Copy of the Main Theme or the Theme you will be using and Save it with your Company Name. This will make sure that your files dont get overriden when you update to a new version of SuiteFeedback.
From Name and Email: Customizing the "From Name" in your SuiteFeedback surveys adds a personalized touch to your outreach, making your surveys feel more tailored and engaging to the recipients. This customization can significantly impact the response rate and the overall perception of your survey initiatives. You have the option to set this name statically or dynamically, depending on the context of the survey and the desired level of personalization:
Static "From Name"
General Names: Setting a general name like "CX" (Customer Experience), "Feedback Team," or "{Company} CX" provides a consistent sender identity across all surveys. This approach is straightforward and helps in building recognition if you plan to send surveys regularly.
Use Cases: Ideal for surveys that are not tied to a specific individual's action but rather the overall service or product experience.
IMPORTANT: If you are using a static email, make sure this email is an old one that has valid sending activity. If its a new email, make sure you submit it to a Email Warm Up Service, like https://www.warmupinbox.com/ to make sure it gets to the inbox and not spam.
Also, the email or domain you will select needs to be authenticated against our Email Sending Service, SendGrid.
These are the types of records you will need to configure.
Dynamic "From Name"
Personalization: For a more personalized approach, you can use dynamic values that change based on the entity related to the record from which the survey is triggered. This method adds a level of personal touch, suggesting that the feedback request is coming directly from the individual who provided the service or interaction.
Sourcing from Records:
Case Record: If the survey trigger is based on a case record, you could use the support representative’s name as the "From Name." This indicates to the recipient that the feedback is directly related to their support experience.
Invoice Record: Similarly, if the survey is associated with an invoice, you could use the sales representative's name. This personalizes the survey to the sales experience.
Reply To Email
In some rare case, a customer may reply to the Survey email so you can specify an email address, ideally the same domain as the From Email that will allow you to capture feedback from an email.
Email Subject
Some examples of catchy subject lines for survey emails we’ve seen recently include:
Got a minute?
Be honest – what do you think of your new [product]?
We’re listening! (accompanied by a 20% discount for completing a survey email)
Heads or tails? Would you rather have: (accompanied by a choice of perks in the body of the email)
Help improve [business name]
How was your recent airport experience, [recipient name]?
How was your stay at our place?
We want to hear you (and give you 50% off)!
Cast your vote! Win up to 40% off!
Make our newsletter even better.
How can we make [service] work for you?
Want to share your point of view?
You have a [product]. And an opinion
How likely are you to recommend [company] to a friend?
Tell us more about the [product] you bought yesterday [recipient name]
Hi [recipient name], how does your new [product] fit?
Let’s keep our conversation going.
Hi [recipient name], can we talk?
[recipient name] – take our survey, and earn 30% off
Help out the underdog! Vote for [company name] (seen below)
As you’ve probably noticed, these are all pretty simple email subject lines. Generally, when it comes to survey email subject lines, short and sweet is best and, as always, personalization is invaluable. In short, the best survey subject lines tend to include:
Fewer than 10 words
A question
A clear call to action
Focus on any benefit/discount/offer
Wording designed to trigger an emotion
Survey Intro text
Writing a survey introduction probably isn't something you think about very often. That is until you're looking at the first screen of your almost finalized survey thinking "I should put something here. But what?"
A survey introduction is the block of text that precedes the questions of your survey. It might be included at the top of an email requesting feedback or be the first slide in a series of questions. The survey introduction serves to set the stage for what the survey is, why the recipient should take the time to complete it, and what you're going to do with the information you collect. It should be compelling, informative, and reassuring.
Want to make sure you've got it all covered? Save this checklist of the most important aspects to include in the survey introduction:
How long will it take? (Minutes or number of questions)
Why are you doing this survey?
Why should they fill it out?
Is there a giveaway for respondents (such as a draw for a $50 Amazon card) or another incentive to complete it?
What are you going to do with the results?
Are they anonymous?
When does the survey close?
What is the overall timeline?
Are there any definitions or things they need to know before filling out the survey?
Where should they go if they have questions or more feedback?
Thank your participants for their time and feedback.
Any additional information they need to fill out the survey with good, accurate data.
HubSpot has a great article on Survey Introductions - https://blog.hubspot.com/service/survey-introduction
Survey Questions
Main Question
Follow Up Question
Enabling the Third Question
Thank You Message
The SuiteFeedback Thank you Message has branching Logic that applies for Net Promoter Score Surveys.
If the Score is between 0-6 and the Customer will receive the text in the Negative Thank you box.
If the Score is between 7-8 and the Customer will receive the text in the Neutral Thank you box.
If the Score is between 9-10 and the Customer will receive the text in the Positive Thank you box.
Add Marketing Opt In
Incorporating a marketing opt-in directly into surveys facilitates a seamless way to identify and leverage positive customer experiences. Customers who opt in can be segmented for targeted marketing campaigns, testimonial acquisition, or further engagement opportunities, turning their positive feedback into actionable insights and marketing assets.
To disable this feature remove the text from the field.
How can I send a test email?
Send a test email to yourself or to a teammate at any time. Test emails mimic the entire survey experience, but the responses will not be recorded on the Dashboard or count against your response limit. Add your email to the Send Test Email and click on Save
You will get an email in your Inbox. If the From Email hasn't been authenticated, make sure you send it to us for Authentication or use @suitefeedback.com for tests.