topic Re: Collecting Customer Feedback by LINK AND EMAIL? in Tips, Tricks & Best Practices

Collecting Customer Feedback by LINK AND EMAIL?

LINCScott — Mon, 07 Nov 2022 16:56:33 GMT

I've been setting up customer surveys for our services team. At the beginning of the process, it forces a choice: share by link and share by email.

The link is a great way to get a customer to complete the survey when included on the agenda. But there's no workflow to follow up.

Using email is great, but triggering those isn't easy and there's no foolproof way to ensure that emails get through.

Can I offer it both ways? And have the data roll up in one place?

Re: Collecting Customer Feedback by LINK AND EMAIL?

karstenkoehler — Mon, 07 Nov 2022 18:19:01 GMT

Hi @LINCScott,

As far as I know, you must choose between the options and that means that they will not roll up in the same default survey analytics.

However, if you have access to custom surveys, you should also have access to the custom report builder where you can create a custom report on Feedback submissions. You can set up a custom report to pull in the data of multiple surveys. (Menu > Reports > Reports > Create report > Custom report builder > data source Feedback submissions)

Let me know if you have any follow-up questions!

Re: Collecting Customer Feedback by LINK AND EMAIL?

LINCScott — Wed, 09 Nov 2022 14:54:44 GMT

Thanks, Karsten. Not the answer I wanted, but thanks nonetheless.

Follow up question, will a custom report combine feedback submissions data AND form data?

Scott

Re: Collecting Customer Feedback by LINK AND EMAIL?

karstenkoehler — Wed, 09 Nov 2022 14:59:41 GMT

Hi @LINCScott,

If by form submission you mean additional fields on a survey, then yes, a report can pull in this information.

Best regards!