Taking customer feedback is essential for your business as it helps you check on what your customers think about you and your services. It also helps you to measure customer satisfaction and detect areas of improvements. Sending Email Surveys is the most effective and convenient of ways to get your customer feedback.
This guide will help you get started quickly for sending Email surveys with Zonka.
With Zonka’s Email Survey capabilities, you can do following:
- Send basic emails with survey links or question embedded in the email itself
- Customize email content with logo and choice of text colors
- Import Contacts using CSV, add Manually or Send to existing contacts
- Add additional attributes and custom data to contacts such as account number, flight details, membership number, virtually anything!
- Track respondents, see detailed logs or just monthly summaries
Email sending Restrictions in Free Trial
On a Free Trial exploring Zonka? No worries, you can use all of the features available while sending emails. You get to send 20 emails per day during this period.
You can use all other features including Importing via CSV, passing additional attributes and also view logs and summaries in a Free Trial account.
Sending Email Surveys to your customers
Sending Email to your customers on Zonka is super easy! Just keep a list of contacts ready with you. Choose to have them on a CSV file if you have a lot of people to send to.
Composing your Content
The very first step would be to compose your email content which you intend to send to your contacts. On the Send Email editor, you would see have the default content already loaded for you which you can modify.
You will have 2 sections on the left of the editor:
- Edit Survey Question
- Edit Email Content
Edit Survey Question
Select Button: Choose to have a Survey Button in the email which when clicked by the recipient will redirect to the actual survey to fill and submit.
Select Embedded: Choose to have the first question Embedded in the email itself. The recipient can choose to select the answer within the email and it would redirect to the survey with that question choice selected.
Following are the conditions to embed a question in the email:
- Embeddable questions include the following:
- 5 Scale Icon Rating
- 4 Scale Icon Rating
- 3 Scale Icon Rating
- 2 Scale Icon Rating
- Single Select Button
- Radios with Images
Edit Email Content
This section will enable you to edit the content and color of various parts of the content. The following elements of the email can be edited.
- Add Logo
- Heading Text
- Heading Color
- Message Body
If the Email question type is chosen as Button the following can be edited:
- Button Text
- Button Text Color
- Button color
You will be able to preview the entire email while editing the email content and colors. When you are done editing the content you can send a test email to see how it looks to the recipient. Once you are satisfied you can go ahead and move to the next step to add recipients.
Adding your recipients
Zonka makes it super easy to add recipients to your Email campaign. We quickly go over these methods:
To add manually start writing the customer’s name followed by the email address separated by a comma. Each recipient should be on a new line. Following is an example:
Peter Davis, firstname.lastname@example.org
Max Miller, email@example.com
You can also add recipients using the good old CSV format in Zonka. Just click on Import CSV button and drag and drop or upload the CSV file.
While doing so, you can even add the imported recipients to a List by giving it a list name.
Tip: You can add the contacts to multiple lists while importing them
Import CSV with Additional Data
It's quite useful if you can link your customer’s response to a data about the service he/she was offered by your business. Zonka makes it quite simple to do so. To pass any additional service related data such as Membership id, Service Tag id, Flight number, just configure these field in your survey and upload the data related to it, using this import feature.
Just click on the Import CSV with Additional data button and download the CSV format with additional data fields. Add these details, upload again and you are done. Yes, you can also add these contacts to Lists as well after importing.
You can now see the data which you just passed in the responses your customers give.
Add from Respondent List
To your make life easy we have a nifty feature called Lists which is a name you assign to a bunch of contacts that denote a certain category or purpose. That way you need not bother to upload CSV files now and again. You can import contacts directly from these list by specifying what all lists you want to add contacts from.
Just click on Select from List and select all lists you want to use and hit Add. You can even add all of your contacts by selecting Select All Contacts.
Previewing and Sending your Emails
Once you are done adding your recipients you can continue further by clicking Preview where you can preview the email that you are about to send. In case you need to change anything just click on the Edit button beside the Compose Message icon to edit the content. To finally send, click Send and wait for the responses to hit your Response Inbox.
Tracking your Email deliveries and Logs
Wondering if your contacts have opened the surveys links you sent them? In Zonka you can view a complete log of all the Emails you have sent. Each email is sent with a unique Survey URL that includes a tracking code enabling us to track various activities corresponding to that specific contact.
Just click on Emails under the Stats column on the Survey Listing page to view the Detailed log reports. For each Email sent, it shows a timestamp for each of these activities:
- Email: Email to which survey has been sent to
- Sent Date and Time: Time and date when the Email was sent
- Email Opened: Time and date when the Email was opened
- Survey Opened: Time and date when the survey was opened
- Responded: Time and date when the respondent has submitted the survey response
Want more stats to put out in your business reports on how effective your campaigns have been? Check out the Summary tab which will give you the following numbers:
- Month: Month and year when the emails were sent
- Sent: Number of Emails sent during this month
- Survey Opened: Number of times the survey was opened out of Emails sent
- Open Rate: Open rate percentage
- Responded: Number of times the survey was responded out of Emails sent
- Response Rate: Response rate percentage
Survey throttling ensures that once a contact has received a survey email or SMS, he/she does not receive it again during a specified time period. You can set this time period in by going to Company Settings and clicking the Survey Throttling tab. This setting applies to both Email and SMS surveys. Following are the time period settings you can choose from:
- 30 Days
- 60 Days
- 90 Days
- 180 Days
30 Days is set as default.
Example: If you have set the time period as 30 Days and you send an email survey to firstname.lastname@example.org on 1st March, any further emails you send to this contact will be auto throttled and will not be delivered to him. Emails will be delivered after 30 days are over on 31st March.
Email and Credit Usage
Each Zonka Feedback plan comes with a defined number of credits allocated per month, which are used when you send SMS surveys, Email Surveys and collect web responses.
For each email sent with a Survey URL, 1 credit will be deducted from your allocated credits.
In case you run out of credits you will not be able to send further Emails. Don’t worry, the credits will be automatically refilled again next month. If you looking to send emails in very large numbers consider subscribing to our Enterprise Plus plan. Want even more? Contact us for custom plans.