Sending an Embedded NPS Question via GetFeedback

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When distributing important surveys, maximizing participation is very important! Fortunately, GetFeedback allows you to send beautifully crafted emails directly from your GetFeedback account and embed a question directly into the body of the email.

When a question is embedded directly into the email itself, survey participants can click on their answer and their answer will automatically be recorded within your GetFeedback response page along with any additional information tracked though merge fields that you’ve added with your recipient list.

In this article, we use Net Promoter Score (NPS) as our example, but this can be done with many other question types including multiple choice, CSAT, CES, like / dislike, and rating questions.

For an embedded email question response to be automatically submitted, your survey must contain only the one question. Otherwise, your survey takers will need to answer any additional follow-up questions and click the submit button for their answers to be recorded.

Building your NPS Survey

To get started, you’ll first want to create your survey - including any exit pages or redirects that you’d like that participant to see once the survey is completed. When the survey is sent via email, your recipients will click on their answer within the email, recording their response automatically. It will then take them to any follow-up question or you exit page/URL redirect that you’ve put in place.

Next, you'll need to remove the title page from the survey. 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, simply click on the X icon on the top right-hand corner in the survey builder (see picture). You'll know your survey has no live title page when that tile reads Include a Title Page.

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You'll then want to create your NPS question. Add your NPS question by adding a new question tile and selecting the NPS question type.

Because NPS is a very standardized question, the language used is not customizable for the specific NPS question type. If you need alternate language, you can easily recreate the NPS question type using the rating question type instead and customize as needed.

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Finally, you'll want to set the theme for your NPS survey. This can be adjusted via the "Theme" option in the top left of the survey builder. We'll use the same color scheme in your email that you’ve select for your survey theme.

Creating Your NPS Email

Once your survey is ready, head on into the Distribute tab and select the Send an Email option. Your first option on this screen will be the Call to Action.You'll see two options here:

  • Button to Begin Survey

  • Question 1: NPS Question

Button to Begin Survey

Selecting this option will add a button within the email which will direct recipients to your NPS survey. When a respondent clicks on this button it will open up the survey within their default web browser. This option is great for longer surveys or surveys where viewing the title page is appropriate. Because we're trying to maximize the response rate by minimizing clicks with an embedded survey, we'll recommend embedding your question directly into your email instead.

Embedding Your NPS Question

Instead of linking to the survey in another window, certain question types, such as NPS, can be embedded directly into the body of the email itself. If you have multiple questions, you can choose which question you’d like to use in the email from the dropdown. Once you've selected the question you'd like to use, we’ll automatically embed that question into the email for you and you’ll see your question appear on the right-hand side of your screen within the email preview. 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.

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Once the question is ready, go ahead and fill in the details of your email! We'll discuss email personalization later in this article.

Adding Your Recipients

You can add your recipients quickly by clicking on the box on the left-hand side of the email builder and inputting your recipients. If you have more than a few, inputting them one-by-one can be burdensome. In that case, you can copy and paste your information into this text box. You'll want to make sure your recipients are formatted correctly, with each recipient's email on a new line and, as explained below, with additional tracked information separated by commas on each line - this works well when your information is already stored in a CSV file. Or, send using a Salesforce report if you’re using our Salesforce integration.

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Add each recipient on a new line and include any personal information about them, separated by commas. This information will be collected and tracked alongside the response and can be used to personalize your email. This information can include name, age, company name, Salesforce specific IDs like Contact ID that will help you map your information back into Salesforce, or any other information you'd like to track. If you don’t have information for some of your recipients, just leave a blank space where the information would normally go. For example, we're not sure what company Robert for works for, so we left that space blank:

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Since this is formatted as a comma-separated list - it's often very simple to import data stored in a spreadsheet into the text box. Just format the spreadsheet as a CSV file, and copy that comma-separated list into GetFeedback.

Once you’ve finished adding your recipients and their personal information, press “Save”. You’ll then see a screen appear where our system will ask you how it should refer to the extra information you’ve added, and what we should call each field.

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Personalizing Your Email

Since you’ve just added personal information about your recipients (otherwise referred to as custom fields or merge fields), you can now use this information to personalize your email. We allow you to personalize the subject line, button, and content within your email. By adding any of the following tags to your campaign content, we will dynamically change these values for every recipient when sending the campaign. If you're personalizing with a custom field, just make sure that the text between the brackets exactly matches the field name set above:

[email]

[fullname]

[firstname] - We’ll automatically pull anything before the first space to be used as the first name

[lastname] - We’ll automatically pull anything after the first space to be used as the last name

To set these with ease, simply click on the email preview where you'd like the customization to occur and select the Personalize option which pops up on the right-hand side. There you'll be able to select the variable in which you'd like us to use in that place!

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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. We'll use these terms for recipients which might not have data available for that specific field. For example:

[fullname, fallback=customer]
[firstname, fallback=customer]

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.

We only have the ability to pull in fallback fields in the email subject and body, not in the text of the survey. If you have personalization within your survey and you do not supply us with information for a particular recipient, the text where the personalization should be will remain blank.

Anonymous Surveys

If it’s important to you to keep your survey anonymous, make sure to uncheck the option to track email responses before hitting send at the bottom of the email page.

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Sending Your Email

When you’re ready to send press the Send button at the bottom of the email or send a preview to yourself. The preview will go directly to the email that you are using to login to your account.

Personalizations and merge fields will not be included when sending a preview to yourself. Because of this, we encourage you to send a full live version of your survey to yourself to ensure any personalizations and merge fields you've included are working correctly.

Once your email has been sent you can choose to send another email or head straight into the results page and see your survey responses arrive in real time!

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*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.