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Feedback is best fresh. You and your company interact with customers daily and you can benefit greatly by letting your customers rate the quality of the interactions instantly.
This shows the customers that you take great interest in their individual experiences as a customer. Also, it offers a valuable opportunity for you to get suggested improvements on your performance – right on the spot.
One way of securing such feedback is including a “rating snippet” in your E-mail signature, like the example shown here:
In this guide, we will demonstrate how you can use dynamic links to create “rating snippets” which customers can use to give you feedback. By including these rating snippets in your emails, you let customers rate your performance directly by first choosing a smiley, then be directed in to a Quest and finally leave an optional comment. Once created, it is easy to change so that all your colleagues can use personal rating snippets but the very same Quest.
You will benefit from using the very same Quest for all interaction and customer communication satisfaction surveys.
The main perks of keeping the same Quest for a given purpose is:
Part 1: Setting up the Communications Evaluation
Before starting, verify with your local Questback office that the feature “Dynamic links” is activated for your account.
Step 1
Create the question set. Using the above-mentioned example, you only need a Quest with at least one question (here: an “open answer long”), then add at least two respondent data fields:
1. Do you have any suggestions for improvements, or any other questions or comments?
Respondent data
2. rating (From the E-Mail signature “Satisfaction Meter” (Very Dissatisfied – Very Satisfied))
3. subject (The person rated)
Step 2
Prepare and import a dummy respondent data file to activate the “rating” and “subject” variables. This is added via Distribution, Add Invitees and Import file
Step 3
Tailor the question text so that it updates dynamically with the respondents answer from the E-Mail signature. Hide or comment out the “Question Text”, then use include additional information and tags for this:
Step 4
Retrieve your Quest’s unique “sid”(securityID) from Preview. You may then add the “sid” and “dynamic” to your links (Here: sid=b0oDJ76Ehc):
Step 5
Assemble the correct dynamic link structure. For the Quest used in this case, a working dynamic link will be: “https://response.questback.com/dynamic/questbackdemo/cssrs/answer?sid=b0oDJ76Ehc&rating=very%20satisfied&subject=Jane%20Doe”
Part 2: Adding the E-mail signature to your email client
You are free to copy, edit and reuse the example from the top picture here (as If you have access to add the e-mail signature from html code – you may copy this template for a responsive signature (codelines 1372 and above should be amended).
If you are using Outlook, you should open “signatures” and add your desired signature text, then download and add the pictures (emojis) separately, before adding the dynamic links behind each respective picture. A guide for creating Outlook signatures can be found here.
Part 3: Reporting
If you will be the only user of your “rating snippet” Quest, creating a single report and LiveReport will suffice. If others are going to use it as well, you should create single-condition value filters to group respondents based on which “subject” or person they are rating.
You may create new filters for all available respondent data from the Filters pane:
You will then be able to create a full report for all rated “subjects”. These filters will then be made available for selection in your reports from “Report Settings”
Part 4: Using your Customer Communications Evaluation Quest
If any need for modifications to your Quest arise, it may be useful to note what can and cannot be done in a published Quest.
You may:
• Add new questions or new question alternatives
• Hide questions or question alternatives
• Add routing conditions to existing Quests
• Edit text on questions or question alternatives
You may not:
• Change Question Types of existing questions
• Delete questions or question alternatives
PS! Note that rating snippets can very well be included on webpages too:
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Löysitkö vastauksen kysymykseesi? Dokumentaation alla on informatiivisia kuvauksia, jotka auttavat sinua ymmärtämään Essentialin toimintoja ja käyttämään niitä. Palautustyön avulla nostat tietotasoa koko organisaatiossa.