Thank You Pages
The Thank you pages are the last step of the survey experience and provide a simple—yet powerful—way to call respondents to action. Whether directing promoters to a review site or providing a support contact for your detractors, the Thank you pages allow you to harness customer energy and channel it appropriately.
In this section
- Thank you pages in the survey flow
- How to customize your Thank you pages
- Maximizing your promoter feedback
- Preventing fallout from passives and detractors
- FAQs: Thank you pages
Thank you pages in the survey flow
Delighted surveys progress through the following flow:
- The score page
- The free response comment page
- Optional: Additional Questions
- The Thank you page
Here's an example of how the Thank you page looks in that survey flow:
How to customize the Thank you page?
The Thank you page is customizable for each platform (Web, Email, SMS, etc.). To update, head over to the Thank you page associated with the platform you'll be using. Here's how you can find that Thank you page section for each platform:
There are three main fields you can adjust within a Thank you page:
- Message: Provide any message you’d like to display on this final page of the survey. This can be up to 300 characters.
- Link text: We won’t show the full URL or email address you provide. Instead, we’ll hyperlink the text you provide from this field.
- Link URL: This is the URL or email we’ll direct to when the above “Link text” is clicked.
You can set the same page for all respondents by selecting “Same message for everyone” or set up unique pages based on score group by choosing “Different messages based on score or scale selection”.
Maximizing your promoter feedback
Your promoters are your most vocal advocates. Beyond simple satisfaction, promoters are actively recommending your brand, increasing their annual spend, and generally solidifying themselves as long-term, loyal customers.
Here are some ways to use Thank you pages to mobilize your promoters:
Route to an external review page
When promoters leave positive feedback on an external review site (like Yelp), you’re receiving cost-free promotion. Setting up a Thank you page to route to a review site can stir-up new business and motivate new customers.
Redirect to an internal referral page
Many companies have an internal referral page that customers can use to share their experiences with friends, family, and colleagues. Since your promoters are already enthusiastic, why not provide them with a direct path to your referral page?
Use a Mailto: referral
Don’t currently have a referral page, but still interested in having your promoters refer a friend? A mailto: in the Link URL field is a great way to call your promoters to action with a preassembled email message.
The above mailto: link will draft the email below, just requiring the Promoter to fill in the “To” field in the email:
Preventing fallout from passives and detractors
Criticism is inevitable and painful, but it can also be an invaluable tool to give you and your team the insights you need to resolve your customers’ concerns and improve moving forward.
You can intervene before passives and detractors become active advocates against your organization by closing the loop, starting with the Thank you page experience.
Lead with an apology (when necessary)
This idea is pretty straightforward, but it is often overlooked. Detractors (and some passives) are clearly not satisfied with their experience, so it's helpful to take a moment to recognize that dissatisfaction. Adding a brief apology in the “Message” field can help convey a sense of empathy and ownership of any outstanding issues.
Indicate that the gears are in motion
Responding to surveys can often feel like dropping feedback into a black hole. In most cases, customers never expect to hear back from a company or have no idea when they will be contacted. Use the Thank you page to provide an expectation of when passives and detractors can expect a follow-up from your team (ex. “We’ll be in touch within 48 hours to chat about your experience”). An understanding of impending support can help limit respondents from sharing negative feedback with others.
Provide an escalated support contact
A lot can happen in between the time you receive a response and the time it may take to follow-up with a concerned customer. In the meantime, detractors may post a negative review or share a bad experience with colleagues.
To mitigate this dilemma, integrate an Alert or use one of our help desk integrations to make sure you’re following up quickly, and give your detractors a direct line to an escalated support contact just in case. This will give your respondents the reassurance that their feedback has been taken seriously, and an outlet to escalate emergency situations.
FAQs: Thank you pages
In this section
- Can I set different Thank you pages for different customer segments?
- Can I include social media buttons or multiple links on the Thank you page?
Can I set different Thank you page for different customer segments?
Whether sending Thank you pages in different languages, or targeting different messages for specific customer segments (like those who shopped at different locations), you can pass along special properties to dynamically update the Thank you pages on a per-person basis. Check out our article on Special Properties for more details.
Can I include social media buttons or multiple links on the Thank you page?
We currently only support a single text-based link for the Thank you page. Feel free to send us a message with your suggestions related to this functionality. We’d love to hear your feedback!