Using Smart Survey

Use Smart Survey to measure customer loyalty and enhance customer satisfaction.

Overview

Smart Survey provides a flexible interface to design targeted customer feedback forms. The survey editor preview enables you to test the survey from the perspective of various users. Direct integration with Campaign Manager and Journey Manager also enables a preview of the survey if it is used in campaigns or email communication.

Smart Survey Features

You can manage surveys and survey responses using Smart Survey.

Survey Editor

From the Surveys section, you can:

• Add, edit, duplicate, preview and publish surveys

• Review responses to published surveys

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

Creating a Survey

The following instructions explain the basics of setting up surveys and the configuration required to use them in Journey Manager or Campaign Manager.

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.

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

• Set up navigation and customize the layout of your survey for user-friendly feedback forms.

3

Embed survey

• Add published surveys to emails using the Journey Manager, or add surveys to campaigns in emails, the Order Status page or Returns Portal using the Campaign Manager.

Check out the parcelLab guides

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