Measure satisfaction with surveys

Surveys tell you what customers think, in numbers you can follow over time: how satisfied they were with a delivery, how likely they are to recommend you, how easy it was to get a problem solved. Each survey is sent by e-mail with a personal link, and the answers come back into the CRM.

Create a survey

1. Open CRM › Marketing › Surveys and select New survey.

1. Type the Name and choose the Type:

   • CSAT: how satisfied the customer is with a purchase or a service.

   • NPS: how likely they are to recommend you, on a 0-10 scale.

   • CES: how easy it was to deal with you.

   • Custom: any other questionnaire.

2. Set the Status, and write the Description, the Introduction shown at the top of the survey and the Thank-you text shown after the last answer.

3. Tick Allow anonymous if people may answer without giving their name, and Show progress to show how far they are.

4. Under Questions, select Add question for each one: the Question text, the Question type (Rating, NPS, Yes / No, Text, Multiple choice or Scale), any Help text, and whether it is Required. A multiple-choice question needs at least two Options, one per line.

5. Select Save.

Send the survey

1. In the survey's Actions menu, select Distribute.

2. Enter the Contact email, which is required, and the Contact name. Choose the Customer if the person belongs to one.

3. Set Expires in (days), from 1 to 90.

4. Select Distribute.

The person receives an e-mail with a personal link to the survey page. If the e-mail cannot be sent, the system says so and the invitation stays pending. People who have not answered are reminded automatically while the link is valid, and an unanswered invitation becomes Expired when its time runs out.

Follow the answers

• The list shows each survey's Questions count and Response rate.

• The Distributions tab lists every invitation: Survey, Contact, Email, Status (Pending, Sent, Opened, Completed or Expired), when it Expires and when it was Completed. Select View responses on a completed one to read the answers.

• Open a survey with View to see its figures - Sent, Completed, Pending, Expired and the Response rate - and its Overview, Questions and Distributions tabs, with each person's Score.

Tips

• Send a CSAT survey after a service request is closed, and an NPS survey once or twice a year. Comparing the scores over time is more useful than any single result.

• Keep surveys short. Three to five questions get far more answers than fifteen.

• Use Inactive to stop using a survey without losing its answers, and Archived for old surveys.