Sending an NPS (Net Promoter Score) question directly from GetFeedback will allow for you to embed the NPS directly in your email itself. Survey takers will click on their answer and the scores they select will automatically be recorded in your response page along with any merge fields that you’ve added to your recipient list.
To get started sending you’ll first want to create your survey, including any exit pages or redirects that you’d like to have in place. When the survey is sent via email your recipients will click on the link in the email, recording their response automatically. It will then take them to any exit page or direct that you’ve put in place in the survey builder so it's important that you have a thank you page or redirect before sending.
One thing to keep in mind when creating an NPS survey that will be embedded into an html email is that you do not need a landing page. Since your recipients will simply click on their answer in the email itself, there is no reason to have them then go to a landing page to start the survey. To remove this click on the ‘x’ icon on the top right hand corner in the survey builder:
Next, create your NPS question type and select the theme that you would like to use. We’ll use the same color scheme in your email that you’ve selected here in your survey theme.
Finally, go into your distribute tab when you’re ready to send your survey.
Your first option on this screen will be to select your email type. You’ll have two options here:
- Button to Begin Survey
- NPS Question
Button to Begin Survey
Selecting this option will allow for you to add a button in your email to your survey. When people click on the button it will open up their default web browser and they can then complete the survey within the web browser.
This option will only appear if you have an NPS question in your survey. If you have multiple NPS questions, you’ll also see the option to select the NPS question you’d like to use in the email. Once you select the NPS question we’ll automatically embed the question into your email for you, using the button colors that you’ve selected in your survey theme.
Select the NPS Question email type here and you’ll see your question appear on the right hand side of your screen already embedded in your email for you. The colors you see here are pulling from your survey theme. If you wish to change them, go back into your survey builder and change the theme button colors to your liking.
Adding Your Recipients
You can add your recipients quickly by clicking into the box on the left hand side of your screen and inputting your recipients one by one. You can alternatively send to a Salesforce report as well, if you’re using our Salesforce integration.
Add in each recipient on a new line, including any personal information about them you might want to track later on, or use to personalize your email to them. This can include name, email address, age, company name, or Salesforce specific ID’s like Contact ID. Adding in this personal information can later help you to personalize your emails or track responses from specific recipients. It can also help you to map your information back into Salesforce. If you don’t have information for one or two of your recipients, just leave a blank space where the information would go like you’ll see in the example below:
When you’re done adding your recipients and their personal information press “Save” below. You’ll then see a screen appear where we’ll also you how we should refer to the extra information you’ve added and what we should call it (so that you can refer to it later).
To send your email at this point, press ‘send’ on the bottom right hand side.
Since you’ve just added personal information about your recipients (otherwise referred to as custom fields or merge fields), you can now use this to personalize your email. We allow you to personalize the subject line, button, and content for each campaign you send. By adding any of the following tags to your campaign content, we will dynamically change these values for every recipient when sending the campaign.
[firstname] (Note: We’ll automatically pull anything before the first space to be used as the first name)
[lastname] (Note: We’ll automatically pull anything after the first space to be used as the last name)
You can also use any other fields that you’ve provided us with such as company name, age, or any other information you might have provided when you added your recipient list. We’ll help you use these by allowing you to click on the link below your email to find the tags you should be using for each piece of information you’d like to show.
To personalize your email click on either the subject line, header, body, or button in your email. You’ll then see a pop up appear allowing for you to select the merge field you’d like to use to add personalization.
If you have someone on your list that you might not know certain information for (such as first or last name), not to worry! You can use fallback terms as placeholders as well. Once the email is sent out if we don’t see any personalization information for that recipient, we’ll use any fallback terms you’ve opted to put in place. For example:
When the email is sent out those people who do not have any information filled out for these custom fields will instead have ‘customer’ in place of a full name, or first name.
Note: We do not use fallback terms within our surveys, only in the email subject and body. If you have personalization within your survey and you do not supply us with that information it will remain blank.
Before getting started with merge fields, we recommend first getting familiar with the basics of merge fields and URL’s. We have a great write up on this that can help you get started.
Merge fields are very useful for tracking survey responses back to another application, such as Salesforce. You’ll often times see merge fields and custom fields used as a term interchangeably as they can be used to accomplish the same thing such as personalizing an email, tracking responses, or adding hidden fields to links. In this case, we’ll go over how merge fields can help you track responses from people who take your survey after clicking on the link in your email.
When uploading your list to GetFeedback you’ll be given the chance to add in personal information about each recipient such as name, email, company name, or unique ID’s (such as a Salesforce Contact ID, or Case ID). While you can use this information to personalize your email (as shown above), we’ll automatically also add that information to your URL as well behind the scenes. What this means it that when people click on your survey link, we’ll also bring over personal information about them into your GetFeedback response page so that you can see who your responses belong to.
If it’s important to you to keep your survey anonymous, just uncheck the option to track email responses before hitting send at the bottom of the email page.
Sending Your Email
When you’re ready to send press the ‘send’ button at the bottom of the email, or send a preview as a test to yourself. The preview will go directly to the email that you are using to login to your account. If you’re using a role address such as firstname.lastname@example.org for your login the preview will go here.
Once your email has sent you’ll be redirected to a page where you can either see your responses come in or you can resend your email to another group.