Working with the Feedback signature element

To add a Feedback element 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.

1. 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.
   
   
2. From the left-hand side toolbox, expand the Feedback. 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. 

1. Steps to add the Customer Thermometer to your email signatures in the Exclaimer Signature Designer:
   
   - Option 1: You can link your Customer Thermometer subscription to your Exclaimer Cloud subscription via an API key, or
   
   - Option 2: You can paste the customer thermometer survey into the Exclaimer Signature Designer.

Option 1: Link your Customer Thermometer subscription to your Exclaimer Cloud subscription

Follow these steps to add a Customer Thermometer to your email signature via an API key:

1. Drag and drop the Customer Thermometer element (under Surveys) onto the required signature design.
   
   
   
   The Customer Thermometer window is displayed:
   
   
   
   
2. To create a Customer Thermometer account, click Go to Setup. 
   Customer Thermometer currently requires a separate account to allow access to the additional customization and analytics that are made available for customers with a pro plan.
   
   
3. In the space provided, enter your Customer Thermometer API key, then click Connect. 
   
   NOTES:
   - The API Key links your Customer Thermometer subscription with your Exclaimer Cloud subscription.
   
   - You only need to link your account once. By default, the entered API Key is always connected.
   
   
   
   
4. Once the API key has been successfully connected, you will see a list of all your customer thermometers (which you designed in the Customer Thermometer UI) in the drop-down list.  
   
   
   
   
5. Select the required Customer Thermometer you wish to add to your email signature (or click Create new to create a new customer Thermometer in the Customer Thermometer user interface).
   
   
6. Based on the Customer Thermometer you select, the HTML contents (icons and survey text) will change accordingly.
   
   
   
   
7. By default, Embed images is selected. 
   The maximum size of the image you can embed is 150KB.
   
   
8. Click OK to save the template and close the window.
   
   You can now view the Customer Thermometer in the preview pane:
   
   

Option 2: Paste the Customer Thermometer survey into the Exclaimer Signature Designer

Follow these steps to paste the Customer Thermometer into the Exclaimer Signature Designer:

1. Drag and drop the Customer Thermometer element (under Surveys) onto the required signature design.
   
   
   
   The Customer Thermometer window is displayed:
   
   
   
2. To create a Customer Thermometer account, click Go to Setup. Customer Thermometer currently requires a separate account to allow access to the additional customization and analytics that are made available for customers with a pro plan.
   
   
3. Paste the Customer Thermometer survey text and icons (which you designed in the Customer Thermometer UI) into the space provided:
   
   
   
   
4. By default, Embed images is selected. 
   The maximum size of the image you can embed is 150KB.
   
   
5. Click OK to save the template and close the window.
   
   You can now view the Customer Thermometer in the preview pane:
   
   
   

To define Feedback Visibility properties:

1. By default, the Feedback border is selected.
   
   
2. 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:

To delete the Feedback element:

1. In the signature template, select the border of the survey.
   
   
2. From the right-hand side Properties pane, click DELETE.
   
   Example:
   
   
   The selected survey is deleted from the signature template.
   
   
3. Don't forget to click SAVE CHANGES to save the changes made to your signature template. 

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.