Customer Feedback Surveys Explained

Customer Feedback Surveys #

This article will cover everything that you need to know about SeamlessDesk Customer Feedback Surveys.

Enable Customer Feedback Surveys #

To enable a feedback survey, log in to your account, and then navigate to the following location: Settings > Help Desk section > Customer Surveys.

Once you are there, you can then enable the gathering of surveys by toggling the option to on.

Create a Customer Feedback Survey #

Once you have the surveys enabled, you are now ready to create your first survey.

SeamlessDesk surveys might work differently than what you are used to, but they are very easy to create and configure once you understand how they work. First, you will create the questions that you would like to include with your survey. Once the questions are configured, you will then create the survey itself. Finally, you will tie the survey to an Automation Rule (formerly called Ticket Rule) so that you can automate the delivery of your survey, once clearly defined and preconfigured criteria are met.

Note: Survey questions are not required to send a customer feedback survey. If you would like to create a simple survey, providing your customers or clients with the ability to select a smiley face or a star rating, you can. Creating and associating questionnaires with your surveys will allow you to gather additional information or feedback from your clients or customers, enabling you to improve future customer experiences.

Let’s go over each one of these steps in detail so that you know exactly what you need to do.

Survey Questions #

To add your questions, simply click the “Manage Survey Questions” option on the Customer Survey Management screen. From there, you can create new questionnaires by selecting the “Add Questions” option, or you can edit existing questions that you have created previously.

Add Questions #

Once you select the option to “Add Questions,” you will be prompted to create your questionnaire. First, give your questionnaire a title. Then, type out the question that you would like to include in your survey. An example could be “How would you rate your experience?” or “On a scale of 1 to 10, how did we do?” You can ask whatever questions are relevant for your business, allowing you to gather important feedback from your customers or clients.

By selecting the gear icon, you can select between a text field that allows for respondents to type out their answers, or you can select a 1 to 10 option. You can also make the question required, meaning that respondents cannot submit the survey until all of the required questions have been answered. Lastly, you can add additional questions so that you can receive additional information from your customers.

Edit Existing Questions #

Simply select the questionnaire from the list, make any changes to the questions, and save.

Create a Survey #

Now that you have your questions created, you are ready to create your first survey.

Click the “Add Survey” button from the Customer Survey Management screen, then select between a smiley face, five star, or ten star review option. Here is a quick breakdown of each option:

  • Smiley Faces – allows respondents to choose between a happy, neutral, or sad face.
  • Five star – allows respondents to choose between a one to five star rating option.
  • Ten star – allows respondents to choose between a one to ten star rating option. This is commonly used for gathering a Net Promoter® Score (NPS®), which is the most common customer experience metric used by companies around the world.

Once you have decided on the type of survey that you would like to use, select that option from the drop-down menu. In the pop-up window, you will now be presented with your survey.

In the first field, give your survey a name. This is an internal name, and it is not customer-facing. Then, provide a survey title in the next field. This is customer-facing, so please ensure that it contains useful information regarding your survey. Commonly used titles are “How would you rate your experience with [company_name]” or “Please tell us how we did.” In the next field, you can then provide a description of the survey so that you can provide any additional information to your prospective respondents. Lastly, you can associate any questionnaires that you have created previously so that your clients or customers can provide additional details about their experience.

The workflow would work like this:

  1. Respondents receive an email, and see the survey title, form description, and the entry option (either smiley faces, five stars, or ten stars).
  2. Once they click a feedback option, they will then be presented with the questionnaire (if one was associated with the survey).
  3. They fill out the questionnaire and submit the form.
  4. Done.

Once the survey is created and saved, you will need to copy the shortcode for the form that is provided on the Customer Survey Management main screen. This shortcode should look something like this: {FeedbackForm#123}.

Associate a Survey to Automation Rule (formerly called Ticket Rule) #

We are on the home stretch, and you are almost ready to start capturing feedback from everyone that engages with your support teams. All we need to do now is associate your form to an Automation Rule. We will not cover Automation Rules in great detail in this article. To learn more about Automation Rules, please refer this article: Automation Rules (formerly Ticket Rules) Explained – SeamlessDesk

For the purpose of this article, we will assume that you would like to trigger an email to fire once a ticket is solved, thus enabling the client or customer to respond to a survey.

Go to Settings > Help Desk section > Automation Rules > Click “+ Add Rule.” Name your Automation Rule, then, select the trigger as “Ticket Status has been changed” and set the condition to “Equal to” and “Solved.” You can also add additional conditions here if you’d like. Then, select the condition as “Send e-mail to user” and “Requester.” Add a subject line to the email and past in the short code that you copied after you generated your form. You can also add additional actions, such as sending an email to your team notifying them that the form was sent.

If you followed all of the steps included in this article, you should now have custom questionnaires prepared, your surveys created, and your Automation Rule configured to send customer feedback surveys once tickets are solved.

If you have any questions or if there is anything that we can do to help, please reach out via email at, and we will happily assist you. Thanks!