With this additional feature, you can create and configure Surveys and distribute them via email to your either your customers, your employees or both.
Surveys from Feefo helps brands:
• Collect instant and anonymous feedback
• Measure staff and customer satisfaction
• Discover their USP and how to take on the competition
• Easily export survey results for further insight
Want to add Surveys to your account? Get in touch with a Feefo expert today.
Once you have activated the Surveys feature, navigate to Surveys for the following view. From here, you can quickly and easily add a new survey by clicking ‘Create new Survey’.
At the pop-up screen, be sure to give your survey a memorable name. This will help make it easier for you to refer back to the results e.g. “March new customer survey,” or “St. Valentine’s Day survey.”
Once you’ve selected a name for your survey, hit continue to move on to the next phase in your Surveys set-up, adding questions.
Having now entered the Surveys editor section, you’ll notice a column of three tabs next to the ‘Add Question’ button. Select the top tab to start adding your first survey questions.
There are several types of supported questions. Naturally, some of them are preconfigured templates, like NPS while others can be fully customised.
Each question can be set as optional or switched on as required.
The second tab in the Surveys editor is where you can choose to add dependency logic between questions. This feature allows you to define what question to show next or to end survey, based on the previous answer given.
For example, if you receive a perfect recommendation score, there might be no need to ask a supplementary question. If the score is of a lower mark, however, than you may choose to follow up with a question asking for more detail:
The third and final tab located in the Surveys editor is where you’ll find general settings for the entire survey. Make custom changes like updating your survey name, adding a logo or allowing multiple answers from the same person.
Now that your survey is ready, it’s time to generate your shareable link and start sending it out!
We make this possible via the Feefo Hub using our helpful Survey Email Collector feature but you can also copy the shareable Surveys link and paste it into any email campaigns you send from your own external systems (see below).
Here, you can monitor the performance of any surveys you’ve sent out, as the Feefo Hub tracks the number of views and responses to give you an overall response rate as a percentage. Read more about our reporting features at the bottom of this article.
Supported questions in detail
As you grow more confident with our Surveys feature, try varying the type of question you ask, using metrics like response rates and customer feedback to gain valuable insight into the process. And, because no two businesses are the same, it takes time to find the right formula that works for you.
Here’s a list of questions you can add to your survey, along with a rundown of how each of them works:
Net Promoter Score ®
This popular option has predefined template and will ask a single recommendation-centres question, designed to instantly measure customer sentiment on a scale of 1-10. Non-customisable.
Customer effort score
Here is a question with a multiple-choice answer of 1-5 for customers to respond based on how easy they felt a particular task was e.g. finding returns information online. Partially customisable.
Customer satisfaction score
Again, this is a question that focuses on how happy (or otherwise) a customer is regarding a particular element e.g. calling customer services. Partially customisable.
Short text question
For when it pays to be precise so you can make an impact. This question can be in response to anything – from key themes identified in feedback, to a specific thought that prompts a more fact-based answer, not based on customer sentiment. Fully customisable.
Long text question
As above, this long-form option allows you to pose a strategic question of any nature that triggers a more detailed response. Fully customisable.
Scale questions are proven to be easy and quick to answer, often used as an alternative method of measuring customer satisfaction levels. Choose from either slider or button options. Fully customisable.
With this option, you can ask customers to prioritise various elements regarding your brand. This example focuses on the element of service a customer might like more, but you can tailor the question to reveal not only your reveal success areas, but potential pain points you can work on. Fully customisable.
An alternative multiple-choice format that gives customers the opportunity to pick a single, preferred answer from a list of options. This is particularly useful as a market research tool. Use it to identify your USP or reveal the reasons why customers choose you over your competitors. Fully customisable.
Once the responses start rolling in, you can start exploring the answers, with reporting available at the touch of a button, including overall statistics and more detailed statistics on every question.
Where open text questions have been posed, our sentiment insight feature will automatically summarise what customers are saying (and how they’re feeling). This saves valuable time and offers a broad overview of your results.
And, with feedback grouped by sentiment in this way, you can easily preview each answer for a more detailed look at responses.
Finally, Feefo gives you the option to export your survey results as a handy csv file, so you can share results with team members and start examining data in more detail to help build a better business.