Adding CX surveys to your Email Signature

In this article:

• Introducing email signature surveys.
• How email signature surveys work.
• Trying a sample email signature survey.
• Setting up email signature surveys.
• Use case: Why should I send CX-based email signature surveys?

Suggested next article: Email Platform Customization

Introducing email signature surveys

Delighted CX makes it easy to gather feedback from your customers and employees by reaching your respondents where they are most likely to engage. The Link platform in particular gives a ton of freedom, as you can insert the survey anywhere.

One way that many customers use the Link platform is in their email signatures. The Delighted Customer Concierge team even does this to gather feedback about customers’ support experiences—you can see an example of the signature based survey in action below!

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How email signature surveys work

Email signature surveys include the core metric question that you're measuring along with a link to each potential answer to the question. Respondents bypass the first page of the survey when they click on the score they want to choose and go straight to the comment page.

Because email signature surveys use the CX Links platform, your survey will be customized with the settings from your survey link.

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Trying a sample email signature survey

You can test out what an email signature survey format looks like with the example below.

Regular survey link: https://delighted.com/t/hmtwUt1X

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Setting up email signature surveys

There are five steps to follow when setting up email signature surveys:

1. Choose your metric question
2. Customize the Link platform
3. Grab the links for each score
4. Consider capturing more details
5. Add links to your signature

Before you dive in, we recommend watching this video on passing properties via the Link platform, as it walks through each step! (See how to capture individual score-point links at timestamp 2:36.)

1. Choose your metric question

For this example, we’ll use the CES survey type, but any mmetal ic type with five or fewer scale points could work well with signature based surveys.

2. Customize the Link platform

Customize your survey by clicking “Edit and send” on the Dashboard and selecting “Set Up” under the Link platform. Details about what you can edit are available in our article on Customizing the Link platform.

If you'd like to create separate links for each support representative who will be inserting the link into their email, you can do that using our in-app link builder. Learn more by watching this video!

3. Grab the links for each score

Once the survey is customized, click “Next: Configure” to finish setup on your Links page.

On the right side of the page, click on “Get individual links for each score.” You’ll need each of these links to add to your email signature.

4. Consider capturing more details

By default, links are anonymous and do not capture any information other than the score and comment left by your respondent.

However, by appending query strings to the end of these links, you can capture contact information and other pertinent details. When it comes to signature-based surveys, many customers like to append the respondent’s name and email, as well as ticket information like a ticket number. Watch this video to see how it’s done!

There are two key elements to keep in mind when appending data to the end of your link:

• Proper encoding of the URL string
• Correct structure for name, email, and property parameters

Proper encoding of the URL string

In order to pass customer information with a link, you’ll need to append the URL string with any required customer details. Here are some important encoding tips to keep in mind:

• The first parameter should start with ‘?’, while all subsequent parameters should start with ‘&’
• All special characters should be encoded (ex. %40 is how to encode the @ symbol). You might consider using a URL encoder/decoder to help easily grab the proper encoding

Here's how that looks in action:

https://delighted.com/t/Bo5cKjF1<strong>?</strong>score=5<strong>&</strong>name=Sean<strong>&</strong>email=hello<strong>%40</strong>delighted.com

Correct structure for name, email, and property parameters

• Name: ‘name=sean’
• Email: ‘email=hello%40delighted.com’
• Properties: ‘propertyname=value’ (ex. ‘Ticket Number’ set to ‘12345’: ‘ticket_number=12345’)

5. Add links to your signature

The final step is to take the links you created for each score and add them to your email signature. For the CES survey, you’ll want to link each score in the following way:

• Strongly disagree: Link to score 1
• Disagree: Link to score 2
• Neither agree nor disagree: Link to score 3
• Agree: Link to score 4
• Strongly agree: Link to score 5

Depending on which project type you choose, you might change the wording of the buttons that correspond to each score. You can get creative with this step, as long as it represents the score that is linked. For example, you could hyperlink a small smiley face icon rather than a phrase.

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Use case: Why should I send CX-based email signature surveys?

• Fast collection of feedback: It takes no more than a click for your customers to respond to a signature-based survey. They’ve already opened and read the email, and they’re poised to respond immediately.
• High visibility and engagement: Every customer that interacts with your team via email will have the ability to respond to a signature-based survey. No need to keep track of a list of recent users or pull contact data from your CRM—the communication that you’re already having is the survey delivery tool!
• Easy to implement: Once you’ve added your survey links to your email signatures, there’s nothing else you need to do to gather feedback!

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