Can I embed a survey in my email signature?

Yes. With Delighted's Link platform, you can create signature-based surveys that can be embedded wherever you'd like. In this article, we'll cover:


What are signature based surveys?

Delighted’s survey templates make it easy to gather feedback from your customers and employees, and we offer four survey platforms to reach your respondents where they are most likely to engage. The Link platform in particular gives a ton of freedom, as you can insert it anywhere!

One way that many customers use this 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.

As you can see, the email signature is a natural place to add a feedback mechanism for your customer service reps who are working out of their inboxes day in and day out.


Why use signature based 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! It takes just a bit of copying and pasting, as you’ll see below, to get started.


How to create a signature based survey

1. Create your project

There are a couple different survey types that work well with signature based surveys. For this example, we’ll use the CES survey type, but you can make super effective Thumbs, Smileys, and CSAT surveys in your email signature with the same method!

2. Customize the Link platform

Customize your survey by heading to the Platforms page and selecting “Set Up” under the Link platform. Here you can add a logo and select the colors that will be used in your survey.

3. Grab the links for each score 

Once your survey is customized, finish the setup on your links setting page. Don’t forget to click “Save and turn on” to finalize your survey!

On the right side of this page, you’ll see a button that gives you access to the individual links for each score. You’ll need each of these links to add to your signature.

4. Consider capturing more detail

By default, links are anonymous and do not capture any information besides 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 the name of the support representative that respondent has been working with.

Note: Many third-party platforms include placeholders or 'liquid variables' to pass over information such as recipient email and name. We suggest reaching out to your platform's support team to confirm what's available!

There are two key elements to keep in mind when passing that customer data:

  • Proper encoding of the URL string
  • Correct structure for the 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 ‘&’. For example:
	 https://delighted.com/t/HpQB88SM?score=5&name=Sean&email=hello%40delighted.com
  • All special characters should be encoded with (ex. %40 is how to encode the @ symbol). You might consider using a URL encoder/decoder to help easily grab the proper encoding

Correct structure for the name, email, and property parameters

  • Name: ‘name=sean’
  • Email: ‘email=hello%40delighted.com’
  • Properties: ‘propertyname=value’ (ex. ‘Support Rep’ set to ‘Ellie’: ‘support_rep=ellie’)

Example

With all the above in mind, here is an example with the name set to Sean, email set to sean@delighted.com, and ‘Support Rep’ set to ‘Ellie’ for the score ‘3’.

	https://delighted.com/t/HpQB88SM?score=3&name=Sean&email=sean%40delighted.com&support_rep=ellie

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 Customer Effort Score project type, you’ll want to link each score in the following way:

  • Strongly Disagree: Score 1
  • Disagree: Score 2
  • Neither Agree nor Disagree: Score 3
  • Agree: Score 4
  • Strongly Agree: 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 add the link to a small icon rather than to a phrase!

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