Use Advanced Setup to create an email survey

Overview

When creating an email survey, choose the Advanced Setup option if you want to use the advanced functions, such as landing pages. You can also use this option if you're looking for a higher degree of audience segmentation.

Things to know

• This article covers the Advanced setup for creating email surveys. See the article on the Default Setup if you prefer to use that template.

• Email surveys are sent to the primary email address you have on the customer record.

Enable Advanced Survey Setup

To create an SMS survey using Advanced Setup, you must first enable the Advanced Survey Creation feature.

1. Go to the top toolbar and click Settings .

2. From the side panel, find Marketing Pro > Reputation Management.

3. Select the Advanced Surveys tab.

4. Turn on the Enable Advanced Survey Creation toggle. Now, you can go to Reputation to create advanced surveys.

Create an email survey using Advanced setup

1. Go to the navigation bar and click Marketing > Review Generation.        

   Note: You can also create surveys from Monitoring and Review Generation in Marketing.

2. Click Create Survey.

3. On the Create Survey page that opens, select Advanced Setup to create a survey with advanced options. 

4. Click Next. The Advanced Survey Setup screen opens.

There are six steps you need to complete to send an email survey to your customers:

• Step 1 Overview: Detailed information for your email survey, including the survey name and type, event triggers, and more.

• Step 2 Segment: Set the Business Units and advanced filters for the email survey.

• Step 3 Prompt: Set the email message asking the customers to answer the review.

• Step 4 Rating: This step is active for Internal Feedback only.

• Step 5 Review Sites: Organize the sites in the order from where you want to receive email surveys.

• Step 6 Review and Submit: Finalize and start the email survey.

Step 1: Overview

1. Create a Survey Name.

2. Select Email Survey for survey type. 

3. If you want to display your listing links on a landing page, select Landing Page. You'll customize the Header and Body Text for your landing page in Step 5: Review Sites.

4. If you want to receive internal feedback in addition to the reviews on the listings, select Internal Feedback.        

   Note: Activating the landing page and internal feedback for your survey will likely decrease your review volume.

5. Click the Trigger dropdown and select an event trigger. Options include:        

   • Job Complete: Select this trigger to automatically send the default review request when a job is finished. This is selected by default.

   • Manual Request: Select this trigger if review requests should be triggered manually instead of sent automatically. 

   Note: Only one default review request is sent per job. If a manual trigger request is sent, then an automated Job Complete survey can't trigger for that same job. If you enabled the Survey Resend feature, a second survey will be sent automatically after a set number of days if the customer never clicked the first one.

6. When finished, click Continue. The Segment step opens.

Step 2: Segment

In this step, create a unique audience segment for the survey. The criteria for this segment cannot overlap with any other survey segments.

For example, if Survey A targets commercial customer types with a sold threshold of $1,000 or more, you cannot create another survey targeting customers with a sold threshold of $2,000 or more. This is because the sold threshold criteria overlap.

1. Select the individual Business Units to which the survey applies.        

   Note: To add more Business unit options to send review requests, edit your location Marketing Pro> Locations>. Select additional units and save changes.

2. If you want to make changes in a location click Manage Locations.

3. To better target audiences, select Advanced filtering. This activates the filters in the Segment step.        

   Note: Adding many filters decreases the number of targeted homeowners and may decrease the review generation rate.

4. Select the Customer Type.

5. Select the Contact Type for the survey. Options include:        

   • Customer: Select this to send the survey to the customer contact.

   • Service Location: Select this option to send the survey to the contacts associated with the service location. This is particularly useful for businesses offering commercial services, as it allows you to gather feedback from those who received the service.

6. Select the Job Types and Job Tags you want to include or exclude from the email survey.

7. Select the date range of excluded last review requests.        

   Tip: To avoid inconveniencing customers who received review requests within the specified time range, you can select to exclude them from the present email survey.

8. Add the Sold Threshold Range. 

9. When finished, click Continue. The Prompt step opens.

Step 3: Prompt

1. In the Prompt step, edit the message in Email Subject, Headline, and Message Text.

   Note: Use merge tags to automatically populate information like the customer's first name by highlighting the tag and dragging it into the message.

      

2. If you don't need to send a follow-up message, click Continue. Otherwise, turn on the Enable Resend toggle.

3. Add the number of days to wait before resending the survey. The survey is automatically resent if the customer doesn't click the survey request link within the number of days shown here.

4. Edit the follow-up survey's message to make it more personal.        

   Note: Use merge tags to automatically populate information, such as the customer's first name, by dragging the tag into the message.

      

5. When finished, click Continue. The Rating step opens.

Step 4: Rating

The Rating step is available only for surveys with Internal Feedback enabled. If you did not select Internal Feedback for your survey in Step 1: Overview, skip this step.

If you selected Internal Feedback, follow the steps below:

1. Turn on the Show Technician Information toggle to include the technician's details.

2. Edit the message in Message Text.        

   Note: Use merge tags to automatically populate information like the customer's first name by highlighting the tag, and dragging it into the message.

      

3. Click Continue. The Review Sites step opens.

Step 5: Review Sites

1. For surveys with a Landing Page only, enter the Headline and Body text for your landing page. 

2. Click Delete for any locations you don't want to include in the survey. 

3. (Optional) To add a location for the survey, click Add Location and then select the location from the dropdown. 

4. Decide which review sites you want to prioritize for getting business reviews. Consider factors like a site's popularity in your industry or the ones most commonly used in your area. Based on best practices, we recommend prioritizing Google for generating reviews.
   
   Next, organize the review sites in your preferred order by dragging them within the list for each location.

5. (Optional) Click Add Site to add new sites for a location. You can have up to four review sites for each location.

6. When finished, click Continue to proceed to the Review and Submit step.

Step 6: Review and Submit

Review the email survey information in this step:

• To make changes, click Edit.

• To create an SMS survey using the Recommended Setup, click Switch to Recommended Setup and then confirm. The Recommended Setup uses settings that have historically gotten the best overall click rate. For more, see Use Recommended Setup to create an SMS survey.        

  Caution: If you switch, all the data you entered during the Advanced Setup will be reset.

• If you want to finish the survey later, click Save and Finish Later.

• If everything is correct, click Start Survey.        

  Note: After clicking Start Survey, your email surveys are sent as soon as the next job in one of the BUs that you chose is completed.

Pause and start a survey

If you want to stop sending survey prompts for completed jobs, you can do so at any time. To pause an email survey prompt:

1. Go to the navigation bar and click Marketing.

2. In the side menu, click Review Generation.

3. Click Pause on the survey you want to pause.

4. On the Confirm Pause page that opens, click Pause. 

Note: To resume sending a survey prompt, click Start on a survey you previously paused.

Want to learn more?

• See Create SMS surveys

• See Manage Reviews

• See Review Requests