Overview
Resend surveys to customers who haven’t responded or didn’t receive the email to help boost your response rate. You can also update existing survey responses.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
All business types
Feature configuration
The Edit Job Completion Survey permission is required to edit customer surveys. Please contact the account administrator on your team.
Enable resendable email surveys
To resend email surveys to customers, you need to add the Rating URL token to your email survey template. This token allows you to copy and resend the survey URL as needed.
Go to Settings
> Communications > Customer Notifications.Click Job Completion Surveys.
Click the Email tab.
Click Customize.
Add the Rating URL token to the body of the message.
When finished, click Save.
Resend a survey to a customer
If a customer hasn’t responded to a survey or didn’t get the email, you can manually resend the survey link to the customer.
Search for and open the job.
In the History section, click Email.
You’ll see a history entry that says Survey was emailed to <customer email address>. Click Expand to see the email sent to the customer.
Click the survey link.
Note: This survey link is only available if the customer has not responded to the survey. If the customer has already responded, the survey link will no longer be available. You’ll only see the customer’s survey response in the job history.
When the survey page opens, copy the survey URL.
Provide the survey URL to the customer so they can complete the survey.
Update survey response
If a customer wants to update their survey comments or rating:
Search for and open the job.
Click Job Actions > Take Survey.
Update the survey rating and comments as needed.
When finished, click Save.
