Description
The Feedback Power Up is a great way to gain feedback on your company's services. It is an essential tool to help some of the vital teams within your organization, to name a few: the Service Desk, Helpdesk, Customer Support teams, and Customer Success teams, to get more feedback from customers and staff.
How to access it?
To access the Feedback Power Up signature element:
- Open the signature (in the Signature Designer) to which you wish to add the Feedback Power Up element.
For more information, see how you can select a signature to edit. - From the left-hand side toolbox, expand Power Ups and select Feedback.
Please click on the required options listed below to go through the detailed description:
Adding a Feedback Power Up to your email signature
To add a Feedback Power Up to your email signature:
NOTE: You can add two types of Feedback blocks to your signature:
- CSAT: This means Customer Satisfaction; it measures how happy the customer is with the product, service, or support interaction.
- NPS: This means Net Promoter Score; it is a metric for assessing customer loyalty for a company’s brand, products or services. You calculate your NPS using the answer to a key question, using a 0-10 scale: ‘How likely is it that you would recommend [brand] to a friend or colleague?’ This is called the Net Promoter Score question or the recommend question.
- CSAT: This means Customer Satisfaction; it measures how happy the customer is with the product, service, or support interaction. - NPS: This means Net Promoter Score; it is a metric for assessing customer loyalty for a company’s brand, products or services. You calculate your NPS using the answer to a key question, using a 0-10 scale: ‘How likely is it that you would recommend [brand] to a friend or colleague?’ This is called the Net Promoter Score question or the recommend question.- Open the required signature template within the Signature Designer.
The steps described here assume that you have already created a signature template. For more information, see how you can create an email signature. - From the left-hand side toolbox, within the Power Ups section expand the Feedback option. Drag and drop the required block onto the signature/gridded background.
Example:
Once you drop the block onto your signature, you can set its visibility to suit your organization's requirements.
Defining Feedback Power up Visibility properties
To define Feedback Power Up Visibility properties:
- By default, the Feedback Power Up border is selected.
- From the right-hand side, Properties pane, select the required Visibility properties.
Example:
Visibility properties determine the circumstances under which the selected survey should/should not be displayed:
| Always visible | By default, Always visible is selected. This means that the chosen survey will always be visible in the signature. |
|---|---|
| Auto-hiding separator | Select this option where multiple fields are defined on a single line (example: Address {Field} elements), separated by a character (such as a comma or a pipe); and you want to hide separators if no user data is present. |
| Visible when | Select to define the conditions when the chosen survey needs to be visible on the signature. |
Deleting the Feedback Power Up
To delete the Feedback Power Up survey:
- In the signature template, select the border of the survey.
- From the right-hand side Properties pane, click DELETE.
Example:
The selected survey is deleted from the signature template. - Don't forget to click SAVE CHANGES to save the changes made to your signature template.
Sending an email with the survey
Sending an email with the survey and what happens when the recipient rates the survey:
- When you send an email, the survey block you dragged on to your signature template is displayed in your email.
Example:
- In this example, each star includes a link referring to the sender's name and the email address where it was sent from - the same attributes included at the time of Exclaimer Cloud integration.
- So, when the recipient clicks on a star, they receive a Thank you for your response page stating the star number clicked and requesting feedback on their response. If the recipient enters a response, they receive another email stating their feedback.
Example:
NOTE: Currently, you cannot change the format (this includes text, colours, alignment, logo, language, and so on) of the Thank you for your response page. - Once the recipient submits the comment, it is recorded in the Feedback Analytics screen.
- In Feedback Analytics, Email Alert Notifications tab, you can enter multiple email addresses stating who will receive the response notifications separating them by a comma or semicolon. If you do not wish to receive response notifications, then leave the relevant field blank. For more information, see Response notifications.
Next steps: Once you have added the Feedback Power Up block to your signature, you will start to receive feedback from the recipients. You can view the responses on the Analytics Feedback screen.