Set up a Customer feedback survey email

Relay Admins can easily create feedback surveys to email to Customers after each Issue interaction. These surveys are completely customizable, and typically include fields such as NPS (Net Promoter Score), agent rating, and comments. 

Surveys and Customer email templates can be created for your Organization and customized and enabled for individual Teams. Agents from those Teams can then choose who to send the surveys to from the Issue resolution screen. For example, they can send survey emails to both the Customer User who submitted the Issue and their supervisor. Customer responses will sync back to the Issue and be visible in the log notes and on your dashboards.

To set up a feedback survey, follow the steps below. NOTE: you need Group Admin permissions to use this functionality.

Step 1 - Create the survey form

To create the survey checklist:

1. Go to System → Checklists
2. Click on the + ADD button in the top left corner of the Checklists modal.
3. Fill out the following fields:
   1. Name your survey. NOTE: you can have multiple survey templates, so make the name clear to understand which one you're referring to. You can always change the name later.
   2. Under Type, select Customer Acceptance.
4. Hit Save.

Step 2 - Add Survey Fields

1. Click on(Form Editor) on the left navigation bar of the Checklist modal.
2.  Click on + Add Form Field in the top left corner to add questions to your Customer survey.

We recommend filling out the Form Field Details for the NPS, Agent Rating and Customer comments sections in the following way:

NPS:

1. Click on + Add Form Field
   
2. Field Label: "How likely are you to recommend us to a friend or colleague (1-10)?"
3. Field Type: Select List.
4. Maps To: Issue Ratings.
5. Mapped field name: NPS Rating.

6. Select/Radio Options: (NOTE: hit the Save Form button above the Form Field Details to see the Select/Radio Options section)
   1. Click + Add Item
   2. Enter "1 (No Way)" into the Item Label field and "1" into the Value field.
   3. Click + Add Item
   4. Enter "2" into the Item Label and Value fields. 
   5. Click + Add Item.
   6. Repeat this process for each number until the Value is 10. Enter "10 (Definitely!)" into the Item Label field.
   7. Click Save Item.
7. Click on the Save Form button above the Form Field Details.

Agent Rating:

1. Click on + Add Form Field.
2. Field Label: "How would you rate the agent who helped you (1-5)?"
3. Field Type: Select List.
4. Maps To: Issue Ratings.
5. Mapped field name: Tech Rating.
6. Select/Radio Options: (NOTE: you will need to hit the Save Form button above the Form Field Details to see the Select/Radio Options section)
   1. Click + Add Item
   2. Enter "1 (Terrible)" into the Item Label field and 1 into the Value field. 
   3. Click + Add Item
   4. Enter "2" into the Item Label and Value fields. 
   5. Click + Add Item.
   6. Repeat this process for each number until the Value is 5. Enter "5 (Amazing!)" into the Item Label field.
   7. Click Save Item.
7. Click Save Form

Customer Comments:

1. Click on + Add Form Field.
2. Field Label: "Anything else to add?"
3. Field Type: Text Area
4. Maps To: Ratings
5. Mapped field name: Customer Comments.
6. Click Save Form.

You can preview the form by clicking the Preview Form button in the top right corner of the Checklist modal.

You can now close the Checklist.

Step 3 - Create the email template for your Organization

1. Go to Organizations →  Profiles and click double click on your Organization or click on  (Pencil) to open it.
2. Click on (Alert Templates) on the left navigation bar of the Orgs modal. 
3. Under Default Alert Templates, search for "How did we do?". This is the default template Customer Support Survey template you can use. 
4. Select the Customer Support Survey (Private Labeled) template for the emails to include your Organization's logo and details. Otherwise, the Relay logo will be used. 
5. Click on the + Create from template button to the right of the template title. This action will redirect you to the Custom Alert Templates tab at the top of the Orgs modal. 

5. Click on  (Pencil) next to the custom "How did we do?'" template to edit it. NOTE: make sure you are editing the template under the Custom Alert Templates tab at the top of the Orgs modal.
6. Change the Alert field to Customer Support Survey. You don't need to adjust any other fields.
7. Body: you can now edit the subject and body of the email that will be sent to the customer. Use the text editor or select (Code View) and edit the HTML code directly. You can also type in Available Tokens provided at the bottom to customize and personalize your message.
8. Click Save & Exit.

Step 4 - Enable the Customer survey for the right Team(s)

1. Go to Organization → Teams and double click or click on  (Pencil) next to the Team that will be sending out the Customer surveys.
2. Click on (Alert Templates) on the left navigation bar of the Org Teams modal.
3. Toggle on Disabled / Enabled next to the "How did we do?" template to activate the Customer survey

4. (optional) You can further customize the body of the email for this Team by clicking on  (Pencil) next to the template.

Step 5 - Send your survey to the Customer

1. Open the Issue for which you want to send out the survey. 
2. Click on the Resolve button (or Issue Transitions → Resolve).
3. Scroll down to the Survey Channel section on the resolution form.
4. Additional Emails: by default, the survey will be sent to the Customer User who submitted the Issue. However, you may also send the survey to other individuals associated with the Customer, such as the manager of the Customer Location. Select additional users from the dropdown, or type their emails separated by commas.
5. Customer Survey: select the survey you would like to include from the drop down menu if you have created multiple survey checklists.
6. Click Send Survey.

Your customer will receive your custom survey template and can click the link in the email to access to online survey

Customer responses will sync back to the Issue and be visible in the log notes and on your dashboards.