3 Scenarios Where Email Surveys Are the Best Option

Let's look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback.  


Sara Staffaroni

April 1, 2019

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With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. 

In this post, we’ll look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback.  

Email survey scenario 1: when you want to get personal

As cliché as it sounds, personalization plays an important role in providing a great customer experience

In fact, customer data company AgilOne surveyed both American and British consumers and found that 70% expect some level of personalization from their preferred brandsa demand that’s only expected to grow as e-commerce tools make it easier to individualize marketing, customer service, and CX campaigns.

And since daily time spent checking personal email is up 17% year-over-year (YoY), it makes sense to prioritize personalization of email surveys. The good news is that you can easily personalize your email surveys by integrating your surveying tools into your CRM. This allows you to collect customer data from every engagement, which can be used to refine your segments so that only relevant readers are targeted with your email surveys.

You can even take your personalization campaign to the next level by integrating GetFeedback with Salesforce and making use of the Automated Email feature. Not only does this make it easier to collect and share customer data across platforms, but it also:

  • Automates the personalization process from start to finish, using information from previous customer touchpoints to create laser-targeted surveys.

  • Engages the customer during each critical step of the purchasing journey so that you can get authentic feedback that allows you to see the bigger picture.

In other words, GetFeedback for Salesforce removes most of the work that goes with building personalized feedback mailing campaigns.

How to Write the Best Email Survey Subject Line

Email survey scenario 2: to track responses of your mailing list subscribers

If you’ve already got one (or more) active mailing lists and you’d like to invite subscribers to share relevant feedback, sending an email survey is one of the easiest and most effective ways to execute that.

The benefit of sending a survey to your subscribers is that it gives you deeper insight into the effectiveness of your campaigns. And after all, if your email campaigns have good open rates and your subscribers are already engaging with you, why not use this time to collect meaningful feedback?

If you’d like to learn more about how you can maximize your mailing list responses, take a look at our survey response rates guide for actionable tips on how you can enhance your survey campaign.

Email survey scenario 3: measuring customer satisfaction

Email surveys are incredibly effective at measuring customer satisfaction after:

  1. The customer had some time to use your product.

  2. You’ve engaged with the customer/potential customer on a service-related issue.

In both of these scenarios, sending the customer an email to ask for feedback is a great way to receive high-quality data about your product, your customer service, and any other elements the customer encounters during their purchasing journey.

This works especially well with Net Promoter Score® (NPS®) surveys, as they tend to be quick and convenient, asking one simple question: Would you recommend our services to a friend or colleague?

What’s more, you can further optimize your NPS surveys by embedding the survey question directly in the email. When we tested embedded surveys against traditional emails that linked the reader to a web-based survey, we found embedded emails had 210% more survey engagement than their counterparts.

Put email surveys to work & gather valuable feedback

One of the biggest advantages you get from sending email surveys is flexibility. You have complete control over your email surveys, from how they look to which customers you engage with.

As a result, email remains an excellent medium for collecting valuable feedback data that will help give you a better understanding of how to meet the needs of your customers.

And with the help of GetFeedback, designing fully-customized surveys that look stellar and are optimized for engagement has never been easier.

Learn how GetFeedback can help you create the best customer experience—start your free trial today.

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