WARNING: Before beginning the survey creation process, ensure that you’ve updated your accounts and contacts to with anybody that you’d like included in the survey you intend to make.
Learn how to create or upload your customers here.
1a. Name your Survey
Fill out your survey name.
The survey name is purely for organisational purposes. Choose a name or format that makes it easier for you and your team to retrieve, sort and track related surveys.
Examples:
“Survey Name Example 1”
“Survey Name Example 2”
“Survey Name Example 3”
TIP: We recommend including all of the accounts you wish to hear from in one survey. This makes for easier trend comparisons and pattern tracking on our analytics dashboard.
1b. Select your Survey Dates
Your chosen survey dates determine when contacts will receive emails containing their unique survey links. You are able to send up to 4 emails which include:
INFO: Surveys must be scheduled at least 24 hours in advance
TIP: We recommend communicating and keeping your customers informed and expectant of receiving these emails.
Timezones: By default surveys are sent out at 09:00AM based on the account’s local time. If you’re surveying multiple markets and timezones they will receive emails at different times.
Language: Email requests and survey forms will be sent in the language set at the contact level. Responses will be available on the dashboard in both the original verbatim, and an English translation where applicable.
Email Requests
Each survey email uses slightly different wording but essentially follow the same format of:
Explaining to them the ‘What’ and ‘Why’ about the survey, emphasising it’s importance
Providing them with their unique survey link
Giving them the option to opt-out of the survey
Thanking them for their participation
Your can view examples of what each email looks like below:
Each survey can only be submitted once. After a contact has responded the link will still function, but there will be no ability to amend or admit a new response.
You’ll be able to track who has responded, who you’re still waiting on, opt-outs and bounce-backs in the Manage Responses section of the platform.
INFO: You’ll receive email confirmation of your survey dates and emails once you’ve successfully scheduled your survey.
2. Choose your Survey Questions
Your survey questions are the heart of this process and help you to determine your Relationship Rating.
Our TRR question set is included in all surveys for all tiers by default. Each TRR set costs 1 credit per contact.
Learn more about credits here
Question Types
We currently ask two types of questions.
Rating questions - where a customer is asked to give a rating of 1-10
Feedback Questions - Where a customer is customer is given a free-text field to respond to the question.
Once your survey has concluded, each response goes through analysis. Feedback questions are assigned themes which are then used to help you identify patterns and areas of interest in the relationship.
You can learn more about questions here
Survey Subject
Setting the right survey subject is a simple but effective way let your customers know what your survey is about. By default it is set to your business name.
E.g. If your business name was [Vista Group], the TRR questions listed in your contact’s surveys will be:
On a scare of 1-10, where 1 is low and 10 is high, how likely is it that you would recommend [Vista Group] to a friend or colleague?
What makes you feel this way about [Vista Group]?
In other cases you may want to replace this with something more recognisable or specific to the customers you’re surveying, such as the name of a product or service that you are offering and want to get feedback on.
After filling in the relevant field, the question previews will update to reflect your changes.
Extra Questions
Extra Questions are a useful tool enabling you to gather additional insights into your business relationships.
You can select your Extra Questions by first toggling on the functionality on the platform.
INFO: The Extra Question feature is only available to Silver and Gold tier customers. If you wish to upgrade to either of these tiers speak to your Verity Agency Partner or email our support team.
When active, you can select up to 3 extra questions to be included alongside the default TRR questions.
Adding extra questions increases the credit cost by the amount listed in the ‘Credit’ column for whoever you choose to ask.
E.g.
Future Fit = 1 Credit
Contact will receive TRR questions, and Future Fit questions at a cost of 2 credits.
Improver Question = 0.5 Credit
Contact will receive TRR questions, and Improve question at a cost of 1.5 credits.
Learn more about credits here
Using the ‘Contact’ column, you’ll be able to determine which of your contacts are to be asked the extra questions you’ve included. This can be:
All Contacts
Critical Contacts (CC) Only
Primary Contacts (PC) Only
Critical & Primary Contacts
You can learn more about Contact Types, and how we suggest you use them here.
The Accounts & Contacts stage allows you to select who will be included in the survey, doing this will give you a more accurate idea of how many credits the survey will cost.
3. E-Mail Signatures
Choosing your email signatory is an important step in the process.
Selecting the right person for the survey you’re setting up can help improve your response rates. We’ve found that choosing somebody that all or most of the contacts you’re surveying recognise make it more like for them to respond to the survey.
You can preview your existing signatures using the eye icon.
New Signatures
Signatures are currently set up when you are onboarded to the platform.
Any changes or additions to your selection need to be sent to our support team.
You can learn more about e-mail signatories here.
INFO: Starter and Bronze tiered customers are able to assign a single Signatory for each survey. Silver and Gold customers are able to assign multiple signatures at an account or contact level for a more personalised experience.
4. Accounts & Contacts
Once you’ve determined your name, dates, questions and signatories, it’s time to choose which of your customers you’d like to survey.
The system is flexible allowing you to survey the accounts, subsets of accounts, and/or markets that. you like. Surveys will be sent at 09:00 in each account and markets local time zone.
WARNING: Any changes that you wish to make to the accounts and contact that you’d like to include in the survey you’re creating need to be made before starting the survey creation process. Learn more about updating your address book here.
Actually choosing who to include in your survey is as easy using the table pictured below. All you need to do is mark the checkbox on the left-hand side of an account, or contact.
Your credit count is in the bottom left-hand side of the frame and will increase or decrease to reflect who you’ve chosen.
Keep in mind that contacts that have been assigned extra questions use more credits. You can learn more about extra questions here.
You are also able to make life easier by searching for contact by any of the column fields. This incudes:
First or Last name
Email
Contact Type
Job Title
Seniority
Or any other field that you would’ve filled out during the contact creation process.
Use the contact button to open up contact profiles in a side-panel.
Once you’ve chosen who you’d like to include in the survey, you can move to the final step where you can review and schedule your survey.
5. Review your choices
For this final stage, you’ll be able to review, preview and schedule your survey.
Check over all the selections you’ve made, and the credits to be used before confirming.
Once scheduled, you’ll be able to make changes or cancel your survey up to the launch date.
You’ll receive confirmation of your survey via email.
Scheduled surveys can be edited or cancelled at any time before the first mailing — and any credits used will be refunded. Once a survey is live, you can still cancel it, but credits will not be returned.