Customizing your survey is an absolutely essential part of getting your customer feedback. Customizing allows you to make sure the look, feel, and wording of your survey are consistent with your company and your brand.
There are a few different options for setting up your customized survey - you can do this at any time by clicking on the Hammer & Pencil on the left navigation bar.
By default this will have your business name in there, but we recommend having the name of a real person. It's often a good idea to make this your CEO; people tend to feel great getting an email from the top dog at the company. We also suggest removing the company name from the "From Name;" it tends to make it look more automated, which can land it in more trash cans and spam folders.
The subject line is a key part of the email—it's one of the first things people see when they receive your survey, and often this will determine how likely they are to open the message.
We have found the best subject lines include the person's name, and a very simple message. We'd recommend you avoid the word "survey," and any mention of time ("Just a minute," etc.) as these tend to decrease response rates
It's best to keep this really simple too. Having too much text in the body of the email can turn people off, and we find sticking to the standard NPS question tends to get much better response rates.
Note: You might notice there's a line break in the middle. This is deliberate, to try to split the text evenly at the halfway point. It's optional, but we do think it looks a little better this way. You can see a preview of what your survey will look like on the right side of your screen.
Button Color and Logo
You can customize the logo displayed on your survey, as well as the color of the numbered buttons. These should be automatically populated for you when you set up your account, but you can come back and change them at any time. If you're using separate email templates (for different groups or brands), you can actually change the Logo and Colors for each template.
Optionally, you may choose to add in a footer—text that appears at the bottom of the survey. Feel free to add in whatever text you like, or even keep this blank. Some people have added in their website link; just be aware that due to email filtering, adding links like that can land your survey straight in the spam folder.
Remember: Simplicity is key!
These are size restricted, so making the labels too long can mean they end up on 2 different lines. Customers really respond when your company is a bit different from the norm, so consider adding something in that shows your company's personality. Maybe by swapping these to a "Never gonna happen" and a "You know it!" you might find you get a few more responses coming through.
What are the "Options" links?
On the Subject, Question, Request for Comment, and Thanks for Comment sections you'll see small links labeled options. On these sections, you can add in custom data points and fields, and clicking the options link will allow you to see what custom fields you can use in that section. These will be based on the data points you track for your customers; for JarvisAir you'll see the following options for the Question field:
It's all about your company, your voice, and your relationship with your customers, so don't be afraid to play around with your survey template! We'd love to hear your feedback on what has helped you to improve your results.
There are also some different options for the different messages you show your customers when they reply—have a look at our articles on feedback topics and Conversations to see how you can personalize your survey further and get more information at the same time!