Question 1

Adding Additional Survey Questions

Accepted Answer

How do Additional Survey Questions Work?

Login to Customer Feedback Centre

Additional survey questions are optional. By setting them up you can add up to four additional survey questions, in addition to the Net Promoter Score question. Additional survey questions use a 0 - 10 base scale. The questions can be fully customised as can the labels on the rating scale.

Request >>
Request Modes >>
Feedback Landing Page >>

Here is an example of 2 questions:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/zt8zU9wDPf/Additional%20Questions.png (Additional Questions.png)

When Should I Use Additional Survey Questions?

Simple answer: when you are interested in gathering more specific information than what the Net Promoter Score provides.

A common time to consider adding additional survey questions might be when your business introduces a new product or service. Or perhaps after a change in personnel or process that might have an impact on your customers.

Effectively, anytime you sense there may be a problem and are unsure where the friction points lay is likely a good time for additional survey questions.

Here are a few real-world scenarios we've seen successfully implemented:

A roofing company that replaced a more complex survey tool and primarily uses the system for detailed feedback after a roof has been installed. In this way, they are able to reach out to their customers immediately and gather information about their roof, quality of workmanship and overall appearance.
An Osteopathy Clinic that offers periodic survey questions of existing patients as a value-added service.
Using the Customer Feedback Centre Feedback Locator restaurants are able to collect direct complaints and to capture more details about the problems on a per-location basis.

What Should I Know Before Adding Additional Questions?

Additional survey questions add an additional step (or steps) to the feedback gathering process. Each additional step added to the feedback process reduces the likelihood of receiving a first-party testimonial or third-party review.

When considering if additional survey questions are right for your business, keep in mind that they can be turned on and off as needed. Additional survey questions DO NOT have to be a permanent change to your feedback process.

It should be noted additional survey questions are only available in Ultimate and Direct Request Modes at this time.

How do I Setup Additional Survey Questions?

Additional Survey Questions can be used in the feedback flows of both the Ultimate and Direct Request Modes. It is important to note: the additional questions can ONLY be setup and configured in Ultimate Mode on the Feedback Landing Page template.

STEP ONE: you'll first need to be in the Ultimate Mode templates. To do so, navigate: Requests → Request Modes

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5t3haeKIDk/Additional%20Questions2.png (Additional Questions2.png)

STEP TWO: Be sure Ultimate Mode is the Request Mode selected.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/L1EpF5e6d4/Additional%20Questions3.png (Additional Questions3.png)

STEP THREE: On the right half of the screen click the Edit button for the Feedback Landing Page template.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/RzwJSWDEo9/Additional%20Questions4.png (Additional Questions4.png)

STEP FOUR: Within the Feedback Landing Page template click the blue Add Survey Question button. A blank survey question template will open.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OjtDCSmRUO/Screenshot%202020-06-24%20at%2016.12.19.png (Screenshot 2020-06-24 at 16.12.19.png)

STEP FIVE: In the blank survey question template enter the text for the additional survey question in the Question field.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/tgmPyBOYDY/Additional%20Questions5.png (Additional Questions5.png)

STEP SIX: Next enter a descriptive label for both the high and low end of the rating scale.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/lXZme19g1W/Additional%20Questions6.png (Additional Questions6.png)

STEP SEVEN (optional): By entering a label in the Report Keyword field you will be able to more easily recognize your results when viewing answers to your additional survey questions in reports and alerts.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0NhsznHtFf/Additional%20Questions7.png (Additional Questions7.png)

STEP EIGHT: The survey question template auto-saves. Congratulations on creating an additional survey question! You can create up to four additional survey questions.

STEP NINE: Once you have setup all of your additional survey questions you'll want to test out the new layout of your Feedback Landing Page. Create a test customer in the Customer Dashboard using your email address. Send yourself a feedback request and follow the process through to the Feedback Landing Page.

If your additional survey questions look good your mission is complete! If not, go back to the Feedback Landing Page template (see Step Three) and fix any problems you noted.

Question 2

Optimised Templates and Default Content

Accepted Answer

Templates for Email Requests and landing pages in all Request Modes are optimised for the consumer mobile experience including:

Ultimate Mode Default Content
Review Mode Default Content
Direct Mode Default Content
Automatic Logo Height/Width
Reduced vertical spacing
Auto-scrolling

Ultimate Mode Default Content

The default content for Ultimate Mode is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Ultimate Mode at your convenience:

Feedback Request

Subject:

Can you help?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

Thank you for using our services here at [business name].

First Reminder Email - Feedback Request

Subject:

We’d love to get your feedback!

Body:

Your satisfaction is important to us [customer first name*]. Please answer a couple of questions about your experience.

In Customer Feedback Centre, highlight and right-click to insert [hook]

Second Reminder Email - Feedback Request

Subject:

Your honest feedback please

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

We wanted to make one last attempt to get your feedback. It will take just a minute to answer a few important questions. Thanks!

Feedback Landing Page

Body:

We have just a couple more questions to help us understand if we met your expectations.

Thank you, please leave an online review.

1st Positive Email - Review Request

Subject:

One last favour

Body:

Thanks for your feedback [customer first name*]. We'd love it if you took another minute to post an online review.

In Customer Feedback Centre, highlight and right-click to insert [hook]

2nd Positive Email - Review Request

Subject:

Share your online review!

Body:

We'd love it if you wrote an online review to share your experience, it really matters to us. Thanks!

Negative Landing Page - Apology

Body 1:

We’re sorry

Body 2:

We appreciate your feedback and when it’s not outstanding we want to follow up and see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body 1:

Please tell us more.

Body 2:

Please share any additional details of your experience so we can follow-up with you.

Direct Negative Feedback - Submission Confirmation

Body 1:

Thank you!

Body 2:

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email - Apology

Subject:

We’re sorry

Body:

Dear [customer first name*],

Your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Review Mode Default Content

The default content for Review Mode feedback templates is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Review Mode at your convenience:

Feedback Request

Subject:

Can you help?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

Please tell us about your experience.

First Reminder Email - Feedback Request

Subject:

We’d love to get your feedback!

Body:

Your satisfaction is important to us [customer first name*]. Please tell us about your experience.

In Customer Feedback Centre, highlight and right-click to insert [hook]

Second Reminder Email - Feedback Request

Subject:

Your honest feedback please

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

We wanted to make one last attempt to get your feedback. It will take just a minute. Thanks!

Positive Landing Page - Review Request

Body 1:

Thank you, please leave an online review.

Body 2:

If you prefer to share your feedack directly with us, please click below.

1st Positive Email - Review Request

Subject:

One last favour

Body:

Thanks for your feedback [customer first name*]. We'd love it if you took another minute to post an online review.

In Customer Feedback Centre, highlight and right-click to insert [hook]

2nd Positive Email - Review Request

Subject:

Share your experience!

Body:

We'd love it if you wrote an online review to share your experience, it really matters to us. Thanks!

Negative Landing Page - Apology

Body:

We're sorry...

We appreciate your feedback and when it’s not outstanding we want to follow up and see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body:

Please tell us more.

Please share any additional details of your experience so we can follow-up with you.

Direct Negative - Feedback Submission Confirmation

Body:

Thank you!

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email Apology

Subject:

We're sorry

Body:

Dear [customer first name*],

Your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Direct Mode Default Content

The default content for feedback templates is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Ultimate Mode at your convenience:

Review Request

Subject:

Hi [customer first name*], we'd love a review

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 1:

We'd love it if you wrote an online review to share your experience. Thanks!

If you prefer to share your feedack directly with us, please click below.

First Reminder Email - Review Request

Subject:

We have a favour to ask

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 1:

Will you share your experience by writing a review? It's important to us. Thank you!

Body 2:

If you prefer to share your feedack directly with us, please click below.

Second Reminder Email - Review Request

Subject:

Share your review online!

Body 1:

We'd love it if you wrote a review to tell others about your experience. It really matters to us. Thanks!

Body 2:

If you prefer to share your feedack directly with us, please click below.

Private Feedback Landing Page

Body 1:

Please share more about your experience.

Body 2:

How did you feel about your experience with us?

Positive Landing Page - Review Request

Body 1:

Thank you!

Body 2:

Please leave an online review.

1st Positive Email - Review Request

Subject:

One last favour

Body 1:

Thanks for your feedback [customer first name*]. Would you take another minute to post a review?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 2:

It’s so valuable to our business and helping others find us.

Thank you in advance,

[your name*]

In Customer feedback Centre, highlight and right-click to insert [hook]

Negative Landing Page - Apology

Body 1:

We’re sorry …

Body 2:

We appreciate your feedback and when it’s not outstanding we want to follow up to see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body 1:

Please tell us more.

Body 2:

Please share any additional details of your experience so we can follow-up with you.

Direct Negative Feedback - Submission Confirmation

Body 1:

Thank you!

Body 1:

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email Apology

Subject:

We're sorry

Body 1:

Dear [customer first name*], your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Automatic Logo Height/Width

Uploaded images are automatically resized proportionately to a maximum width of 240px OR height of 130px to ensure your brandmark is appropriately displayed.

Vertical logos are automatically resized to a maximum height of 130 px

Adding Additional Survey Questions

Optimised Templates and Default Content

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