The Survey and Reputation Management module collects guest survey submissions and reports this feedback to authorized management privately outside of the prying eyes of the Internet. Survey responses do NOT automatically post or get routed to public social and review sites such as Yelp or Twitter. These public review sites do not allow 3rd party administrators to automatically post independent reviews on behalf of authoring guests. Our module acts like a feedback collector that accumulates consistent feedback and lets you decide what to do with it.
When a guest completes a survey the response is immediately added to SURVEYS> Survey Results in the back office and also delivered as a private email notification from SETTINGS>Users>Edit. However, users who wish to promote positive guest survey responses on public sites can manually initiate a reply action that asks patrons to submit their response to one of your public review site pages using Survey Reply Templates.
The Survey module is tightly integrated with your loyalty program and customer database. This integration offers superior reporting since we don’t need to waste time asking guests to identify themselves. We already know who they are, how much they visit or spend how often they complete surveys, and overall satisfaction based on a combined survey score. Furthermore, if running a stored value loyalty program, the system knows the specific device where the transaction occurred (if applicable) and the name of the employee (clerk) who processed the transaction that generated the survey response. All this information and more is reported to authorized users and available inside the back office dashboard.
From your back office dashboard Home screen, click Manage Surveys from the SURVEYS navigation menu.
This page will display all live and draft surveys inside your account. Observe on the left side next to the survey name a blue ribbon indicating whether the survey is considered an “Automated Promo”. This flag is important because it means the survey is connected to a live campaign inside your Automated Promotions library from the MARKETING tab.
Click the New Survey button to start creating a brand new survey.
The first few fields of the General Information section are vital to complete correctly based on integration with other modules.
In the Survey Type field, select Automated Promotion (most common) if your survey is going to be connected to one of your existing automated promotions already delivering to patrons in your database (e.g., Account Activation, Miss You, Thank You Note, Happy Birthday, etc.). Not all automated promotions have an affiliated survey but the more popular ones do. If you’re not adding a survey connected to an automated promotion, click General Use which means you are creating an ad-hoc survey for circulation through other media (scheduled emails, mobile text blasts, Facebook posts, etc.)
Selecting ‘Automated Promotion’ in the above Survey Type field will add another field to the screen entitled Survey Template. Tap the drop down list and choose one of the survey templates already pre-built for you based on your industry. These surveys come packaged with default set of questions and answer responses that are customizable. For example, if your business is a restaurant and you want to create a survey connected to your automated Thank You Note, select Thank You Note (Restaurant) in the Survey Template field. If your business is a salon or jewelry store, select Thank You Note (Retail), for example. You’ll be able to change any question set that comes with default survey templates.
The rest of the General Information section allows you to customize the look and feel of your survey page by adjusting the fonts, screen background and survey area background. When users complete a survey a generic page displays containing a default confirmation page image. You can upload your own confirmation page image in the applicable field or accept the default image and settings. All surveys are pre-optimized for mobile device responsiveness.
If you selected a survey template in Step 2 connected to one of your automated promotions then the default set of questions and answers will display on screen for you to edit. If you selected General Use above in Step 2 then you’ll need to start from scratch. Click the Add Question button anytime and select a Question Type to add a question to your survey. There are a few different question types summarized as follows:
Question Types
Rating (0 to 5 Stars): Displays 5 stars on the screen asking guest to rate their experience with 0 stars indicating a low score and 5 stars indicating the highest possible score.
Multiple Choice: Displays a question with a drop down list of values for the patron to select just one value from the list.
Text Field: Displays a free form text field designed for the user to manually type their response.
Comment Box: Displays a larger free form text field box designed for more lengthy ad hoc responses.
Date and Time: Displays a date/time field.
Yes or No: Displays a drop down list of Yes or No answer choices to a specific question.
Question Settings
In addition, the following checkboxes can be toggled on/off at user discretion:
Require Completion: Check this box to force the user to answer the question before submitting the survey form. A checked box means the field is mandatory to complete. Unchecked means its optional.
Count in Score: Check this box to count the answer in overall survey score reported in private survey response results based on an algorithm that gives weighting to certain answers based on their positive or negative skew.
Complete or edit the questions and answers/response as applicable. When all changes are complete, click the Save Survey button to save your changes.
Use the Preview icon in the Action column from SURVEYS> Manage Surveys to see how your survey will look when clicked by a recipient.
On the SURVEYS> Manage Survey page the Active column indicates whether the survey is officially turned on (live) or off. Click this little button to toggle this setting on or off. ON means the survey is live and ready for submissions. OFF means the survey is inactive and basically a draft. ON is the default setting after saving a new survey.
At this point your survey is ready to be clicked and completed. You can preview your survey using the preview link in the Action column from Manage Surveys page and use the Edit link to apply more changes as desired. Click the red X icon to delete your survey from the database.
If you are creating a General Use survey that is not connected to an automated marketing campaign you’re done. Retrieve your survey link from SURVEYS> Manage Surveys for deployment in your campaign.
If you are creating an Automated Promotion survey the linking process is automatically done for you behind the scenes through the {survey} and {surveyurl} tags. Step 6 and Step 7 will cover how surveys are clicked and accessed from automated email or mobile text messages.
This step is important to make sure all authorized users receive survey response notifications in a timely manner. You can turn on these notifications by accessing SETTINGS> Users> User Edit and scrolling down in the user profile to this checkbox field.
Check the box, ‘Send Notification of New Survey Completion by Email’ in EACH user profile across your organization you wish to receive private survey response notifications. Receiving timely feedback is vital to proactively stay on top of customer insights and take appropriate corrective action as needed.
The {survey} tag is inside eligible automated promotional email templates from MARKETING> Automated Promotions> Auto Email Edit that have an affiliated survey. Eligible automated promotions include:
When you open an automated email in EDIT mode and look closely you can find the {survey} tag in curly brackets. This tag invokes a call to action image to encourage recipients to click. Each image is different based on the survey type.
For example, the Thank You Note {survey} tag shows this image by default.
The {survey} tag inside the Pre-Birthday and Happy Birthday automated email shows this image by default.
The {survey} tag inside the Miss You automated email shows this image by default.
You can move around the {survey} tag anywhere you want to position the call to action image inside your campaign. When clicked, your applicable survey form will display for the user.
NOTE: The call to action images are generic and not customizable at this time. We will address this limitation in a future upgrade release by allowing users to upload their own call to action images.
Step 7 (OPTIONAL): Positioning Survey Tag Inside Auto Mobile Messages
Users can optionally add a survey link to an automated mobile message. This is most commonly done on the automated thank you note which sends minutes or hours after a visit is recorded (the time interval is configurable). For the auto mobile context, users need to manually add {surveyurl} to the message box which adds the proper compact URL survey link. Notice this tag is slightly different from the auto email tag (surveyurl} vs. {survey}. The {surveyurl} tag is not part of the default message content and must be added manually by the user.
This article covers how to setup, edit and deploy guest surveys through email or SMS mobile text messages integrated with your customer database. Surveys can be added to existing Automated Promotions already sending to help operators collect important guest feedback. Additionally, ad hoc surveys {General Use} can be created and deployed through separate digital marketing campaigns.
The Survey and Reputation Management module collects guest survey submissions and reports this feedback to authorized management privately outside of the prying eyes of the Internet. Survey responses do NOT automatically post or get routed to public social and review sites such as Yelp or Twitter. These public review sites do not allow 3rd party administrators to automatically post independent reviews on behalf of authoring guests. Our module acts like a feedback collector that accumulates consistent feedback and lets you decide what to do with it.
When a guest completes a survey the response is immediately added to SURVEYS> Survey Results in the back office and also delivered as a private email notification from SETTINGS>Users>Edit. However, users who wish to promote positive guest survey responses on public sites can manually initiate a reply action that asks patrons to submit their response to one of your public review site pages using Survey Reply Templates.
The Survey module is tightly integrated with your loyalty program and customer database. This integration offers superior reporting since we don’t need to waste time asking guests to identify themselves. We already know who they are, how much they visit or spend how often they complete surveys, and overall satisfaction based on a combined survey score. Furthermore, if running a stored value loyalty program, the system knows the specific device where the transaction occurred (if applicable) and the name of the employee (clerk) who processed the transaction that generated the survey response. All this information and more is reported to authorized users and available inside the back office dashboard.
From your back office dashboard Home screen, click Manage Surveys from the SURVEYS navigation menu.
This page will display all live and draft surveys inside your account. Observe on the left side next to the survey name a blue ribbon indicating whether the survey is considered an “Automated Promo”. This flag is important because it means the survey is connected to a live campaign inside your Automated Promotions library from the MARKETING tab.
Click the New Survey button to start creating a brand new survey.
The first few fields of the General Information section are vital to complete correctly based on integration with other modules.
In the Survey Type field, select Automated Promotion (most common) if your survey is going to be connected to one of your existing automated promotions already delivering to patrons in your database (e.g., Account Activation, Miss You, Thank You Note, Happy Birthday, etc.). Not all automated promotions have an affiliated survey but the more popular ones do. If you’re not adding a survey connected to an automated promotion, click General Use which means you are creating an ad-hoc survey for circulation through other media (scheduled emails, mobile text blasts, Facebook posts, etc.)
Selecting ‘Automated Promotion’ in the above Survey Type field will add another field to the screen entitled Survey Template. Tap the drop down list and choose one of the survey templates already pre-built for you based on your industry. These surveys come packaged with default set of questions and answer responses that are customizable. For example, if your business is a restaurant and you want to create a survey connected to your automated Thank You Note, select Thank You Note (Restaurant) in the Survey Template field. If your business is a salon or jewelry store, select Thank You Note (Retail), for example. You’ll be able to change any question set that comes with default survey templates.
The rest of the General Information section allows you to customize the look and feel of your survey page by adjusting the fonts, screen background and survey area background. When users complete a survey a generic page displays containing a default confirmation page image. You can upload your own confirmation page image in the applicable field or accept the default image and settings. All surveys are pre-optimized for mobile device responsiveness.
If you selected a survey template in Step 2 connected to one of your automated promotions then the default set of questions and answers will display on screen for you to edit. If you selected General Use above in Step 2 then you’ll need to start from scratch. Click the Add Question button anytime and select a Question Type to add a question to your survey. There are a few different question types summarized as follows:
Question Types
Rating (0 to 5 Stars): Displays 5 stars on the screen asking guest to rate their experience with 0 stars indicating a low score and 5 stars indicating the highest possible score.
Multiple Choice: Displays a question with a drop down list of values for the patron to select just one value from the list.
Text Field: Displays a free form text field designed for the user to manually type their response.
Comment Box: Displays a larger free form text field box designed for more lengthy ad hoc responses.
Date and Time: Displays a date/time field.
Yes or No: Displays a drop down list of Yes or No answer choices to a specific question.
Question Settings
In addition, the following checkboxes can be toggled on/off at user discretion:
Require Completion: Check this box to force the user to answer the question before submitting the survey form. A checked box means the field is mandatory to complete. Unchecked means its optional.
Count in Score: Check this box to count the answer in overall survey score reported in private survey response results based on an algorithm that gives weighting to certain answers based on their positive or negative skew.
Complete or edit the questions and answers/response as applicable. When all changes are complete, click the Save Survey button to save your changes.
Use the Preview icon in the Action column from SURVEYS> Manage Surveys to see how your survey will look when clicked by a recipient.
On the SURVEYS> Manage Survey page the Active column indicates whether the survey is officially turned on (live) or off. Click this little button to toggle this setting on or off. ON means the survey is live and ready for submissions. OFF means the survey is inactive and basically a draft. ON is the default setting after saving a new survey.
At this point your survey is ready to be clicked and completed. You can preview your survey using the preview link in the Action column from Manage Surveys page and use the Edit link to apply more changes as desired. Click the red X icon to delete your survey from the database.
If you are creating a General Use survey that is not connected to an automated marketing campaign you’re done. Retrieve your survey link from SURVEYS> Manage Surveys for deployment in your campaign.
If you are creating an Automated Promotion survey the linking process is automatically done for you behind the scenes through the {survey} and {surveyurl} tags. Step 6 and Step 7 will cover how surveys are clicked and accessed from automated email or mobile text messages.
This step is important to make sure all authorized users receive survey response notifications in a timely manner. You can turn on these notifications by accessing SETTINGS> Users> User Edit and scrolling down in the user profile to this checkbox field.
Check the box, ‘Send Notification of New Survey Completion by Email’ in EACH user profile across your organization you wish to receive private survey response notifications. Receiving timely feedback is vital to proactively stay on top of customer insights and take appropriate corrective action as needed.
The {survey} tag is inside eligible automated promotional email templates from MARKETING> Automated Promotions> Auto Email Edit that have an affiliated survey. Eligible automated promotions include:
When you open an automated email in EDIT mode and look closely you can find the {survey} tag in curly brackets. This tag invokes a call to action image to encourage recipients to click. Each image is different based on the survey type.
For example, the Thank You Note {survey} tag shows this image by default.
The {survey} tag inside the Pre-Birthday and Happy Birthday automated email shows this image by default.
The {survey} tag inside the Miss You automated email shows this image by default.
You can move around the {survey} tag anywhere you want to position the call to action image inside your campaign. When clicked, your applicable survey form will display for the user.
NOTE: The call to action images are generic and not customizable at this time. We will address this limitation in a future upgrade release by allowing users to upload their own call to action images.
Step 7 (OPTIONAL): Positioning Survey Tag Inside Auto Mobile Messages
Users can optionally add a survey link to an automated mobile message. This is most commonly done on the automated thank you note which sends minutes or hours after a visit is recorded (the time interval is configurable). For the auto mobile context, users need to manually add {surveyurl} to the message box which adds the proper compact URL survey link. Notice this tag is slightly different from the auto email tag (surveyurl} vs. {survey}. The {surveyurl} tag is not part of the default message content and must be added manually by the user.
