Surveys

Enhance customer satisfaction by collecting feedback using the Surveys feature.

Overview

Surveys provides a flexible interface to support experience designers in creating surveys to reach customers at any stage in the post-purchase experience and drive improvements from direct customer feedback.

The survey editor preview enables you to test the survey from the perspective of various users to help you design targeted customer feedback forms. Direct integration in campaigns and messages is available as well as a preview of the survey. When you publish your surveys, they can be embedded in emails, on the Order Status page and in the Returns Portal.

You can use the theme editor to customize the styling of your surveys to match your brand.

The Surveys feature is a paid upgrade from the parcelLab NPS feature.

For more information on the scope and requirements for using Surveys, please contact your parcelLab representative.

Take the Tour

Explore Surveys with our interactive demo below.

Smart Survey Features

You can manage surveys and survey responses using Surveys.

Survey Editor

From the Surveys section, you can:

• Add, edit, duplicate, preview, publish, and archive surveys

• Review responses to published surveys

• Use AI-generated surveys and insights to save time in survey creation and view recommendations on responses respectively

Check out the parcelLab guides

For further information on configuring surveys, see our user guide documentation.

Theme Editor

From the survey theme editor, you can:

• Add, edit, rename, and archive survey themes

• Customize colors, backgrounds, fonts, panels, and other styling options

• Use advanced settings and custom CSS for greater customization

• Set a default theme to maintain consistent branding across surveys

Check out the parcelLab guides

For further information on managing survey themes, see our user guide documentation.

Embed Surveys

When you publish a survey, you can add it to:

• Messages for customers to open a survey from email content

• Campaigns for surveys to be displayed in emails, on the Order Status page, or in the Returns Portal

Check out the parcelLab guides

For further information on embedding surveys, see our user guide documentation.

Survey Responses

From the Responses section, you can:

• View survey responses and filter them by date, survey and question type.

• Export response data as a .csv or .pdf file

• Navigate from a survey response to the associated tracking and the original survey

Check out the parcelLab guides

For further information on viewing survey responses, see our user guide documentation.

Creating a Survey

The following instructions explain the basics of setting up surveys and the configuration required to use them in messages or campaigns.

1

Create a new survey

• Build your survey by choosing from various question types and setting conditions (that is: direct users to certain survey questions based on previous answers) that can be as simple or complex as required for your use. Leverage AI tools for survey generation and insights on survey responses.

Survey recipes can be installed from the App Store. The requested survey will be added to your account and can be edited to fit your brand's voice.

2

Configure survey settings and themes

• Set up navigation and customize the layout of your survey for user-friendly feedback forms and create survey themes to ensure your published surveys align with your branding.

3

Embed survey

• Add published surveys to emails in the App, or add surveys to campaigns in emails, the Order Status page or Returns Portal using Campaigns.

4

Collect and review responses

• Use survey responses and AI-generated insights to understand product or delivery feedback and prioritize improvements.

Check out the parcelLab guides

For further information on using Surveys, see our user guide documentation.