Email Signature Surveys
In this article:
- Introducing email signature surveys.
- How email signature surveys work.
- Trying a sample signature survey.
- Setting up email signature surveys.
- Use case: Why should I send email signature surveys?
Introducing email signature surveys
Delighted’s survey platforms make 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
How email signature surveys work
Email signature surveys include the CX 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 Delighted Links platform, your survey will be customized with the settings from your survey link.
Trying a sample signature survey
You can test out what the signature survey format looks like with the example below.
Regular survey link: https://delighted.com/t/hmtwUt1X
Hem & Stitch made it easy for me to handle my issue.
Setting up email signature surveys
There are five steps to follow when setting up email signature surveys:
- Choose your CX metric
- Customize the Link platform
- Grab the links for each score
- Consider capturing more details
- 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 CX metric
For this example, we’ll use the CES survey type, but any survey type with five or fewer scale points could work well with signature based surveys.
2. Customize the Link platform
Customize your survey by clicking “Survey people” 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:
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’)
With all the above in mind, here is an example with the name set to Sean, email set to email@example.com, and ‘Support Rep’ set to ‘Ellie’ for the score ‘3’.
Many third-party platforms include placeholders or “liquid variables” to pass over information such as recipient email and name dynamically. We suggest reaching out to your platform's support team to confirm what's available!
Here's an example of a URL with name, email, and support rep passed dynamically:
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.
Use case: Why should I send 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!