1. Home
  2. Knowledge Base
  3. Set up a customer feedback survey email

 

How to send customer feedback surveys

Relay admins can easily create customer feedback surveys to send after each interaction.

To set up a feedback survey, follow these steps:

 

1) Create the survey form

Create the Checklist:

  1. Go to System -> Checklists
  2. Click the ‘+ ADD’ button in the top left
  3. Add Checklist in Relay
  4. Name your survey (note that you can have multiple survey templates, so make the name clear to understand which one it is. You can always change it later.)
  5. Under Type, select ‘Customer Acceptance’
  6. Setup Relay Customer Checklist
  7. You can leave the rest of the fields blank
  8. Click Save and Exit

 

Add the fields:

  1. Click into the Form Editor
  2. Edit Checklist in Relay
  3. You can add any questions to the form that you would like by clicking ‘+ Add Form Field‘ at the top left.
  4. We would recommend adding NPS, Agent Rating and a customer comments section in the following way:

 

NPS:

  1. Click ‘+ Add Form Field’
  2. Field Label = “How likely are you to recommend us to a friend or colleague (1-10)?”
  3. Field Type = Select List
  4. Maps To = Ratings
  5. Mapped field name = NPS Rating
  6. Relay Checklist Mapping
  7. Under Select/Radio Options enter ‘1 (No Way)’ into the Item Label field and 1 into the Value field. Click ‘+ Add Item’
  8. Enter ‘2’ into the Item Label field and the Value field. Click ‘+ Add Item’
  9. Repeat this process for each number until 10 and enter ’10 (Definitely!) and click Save Item.
  10. Relay checklist items
  11. Click Save Form

Agent Rating:

  1. Click ‘+ Add Form Field’
  2. Field Label = “How would you rate the agent that helped you (1-5)?”
  3. Field Type = Select List
  4. Maps To = Ratings
  5. Mapped field name = Tech Rating
  6. Under Select/Radio Options enter ‘1 (Terrible)’ into the Item Label field and 1 into the Value field. Click ‘+ Add Item’
  7. Enter ‘2’ into the Item Label field and the Value field. Click ‘+ Add Item’
  8. Repeat this process for each number until 5 and enter ‘5 (Amazing!) and click Save Item.
  9. Click Save Form

Customer Comments:

  1. Click ‘+ Add Form Field’
  2. Field Label = “Anything else to add?”
  3. Field Type = Text Area
  4. Maps To = Ratings
  5. Mapped field name = Customer Comments
  6. Click Save Form

You can preview the form by clicking the Preview Form button in the top right.

You can now close the Checklist.

 

2) Create the email template for your Organization

  1. On the left nav, go to Organizations -> Profiles and click Edit next to your Organization
  2. Click on the Alert Templates icon Email Alerts Icon in Relay
  3. Under Default Alert Templates, search for ‘How did we do?’. This is the default template you can use.
  4. Click the “+ Create from template” button next to the Customer Support Survey (Private Labeled)Create Email Template in Relay
  5. Ensure you are on the Custom Alert Templates tab across the top
  6. Click Edit next to the ‘How did we do?’ template
  7. Change the Alert field to Customer Support Survey. You don’t need to adjust any other fields.
  8. You can now edit the subject and body of the email that sends to the customer. You can edit the WYSIWYG or click into the HTML (on the right side) and edit the code directly. You can use any of the available tokens at the bottom to customize and personalize your message.
  9. Click Save and Exit

 

3) Enable your survey on the desired Teams

  1. On the left nav, go to Organization -> Teams and click Edit next to the Team that you want to be able to send customer surveys
  2. Click on the Alert Templates icon on the left side Email Alerts Icon in Relay
  3. Click on the Disabled / Enabled toggle to activate the customer surveyEnable Customer Surveys in Relay
  4. You can further customize the body of the email for this team if you would like by clicking the Edit button on this template

 

4) Send a survey

  1. Once the survey and email are configured, you will now see the option to send your survey from the Resolve screen on an Issue
  2. You can select the survey you would like to include from the drop down menu (if you have created multiple survey checklists)
  3. Click Send Survey and the survey request email will be sent to the Customer User on the Issue

Send Survey in Relay

Your customer will receive your custom survey template and can click the link in the email to access to online survey

Customer Survey Email Relay

Relay Customer Survey Form

Customer responses will sync back to the Issue and be visible in the log notes and on your dashboards

Relay Customer Survey Log Notes

 

If you need any help setting up a customer survey, email us at success@goboomtown.com.

 

Was this article helpful?