Goal: set up the look and feel of the initial email your customers will receive.
Prerequisites: Importing People data.
Why Is Look and Feel Important?
Not to be presumptuous here, but hopefully this is a bit of a silly question.
Of COURSE look and feel is important! We want your customers to feel like these emails are personalized specially for them, and that the presentation represents your brand and your values. If it looks like junk mail, customers will treat it like junk mail; if it looks like spam, into the spam folder it will go. This is the first look customers will take at your NPS survey - if it looks off, your response rates will suffer.
To summarize, customizing your email within the Survey Template page is an absolutely essential part of getting your customer feedback. So let's get started - click on the Hammer & Pencil on the left navigation bar to view your Survey Templates.
Upload Your Logo
The logo is one of the most important steps to getting your survey set up. The ideal dimensions for your logo are 120x120 pixels.
To update your logo for the entire account, click Survey Template > Default (top left sub-menu > "Change Logo" button. Upload your logo, click "Save", then reload the page. You should see that your logo in the bottom left hand corner has been updated. If it hasn't updated, please either log out and log back in again, or google how to clear your cache for your browser - doing the latter will update the logo once and for all.
If you have multiple survey templates, you will need to update the logo to each one manually - changing the "Account" logo does not change the logo for all Survey Templates.
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 email, 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 in order 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 customize 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 both the Logo and Colors for each template.
Optionally, you may choose to add in a footer—text that appears at the bottom of the email. 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 email 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 "Nope" and a "You betcha!" might give your customers a chuckle and help get few more responses over the line.
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; 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 email! We'd love to hear your feedback on what has helped you improve your results.