Feedback Management

8 Scenarios where Email Surveys are the Best Option

8 Scenarios where Email Surveys are the Best Option

While some people may think email to be an old way of sending surveys, but in reality, there are over 4 billion email users all over the world, which means more than half of the global population actively uses emails. Email is one of the most accepted and official forms of communication.

And to top it, the use of smartphones has made it easy for users to access their emails and check them regularly. Researches suggest that 81% of people prefer to check their emails through smartphones. Although the way to access emails has been shifted to a different technology, emails are an evergreen way of sending surveys.

Also, Email Surveys are one of the most efficient and economical ways for surveys. Here we will discuss some scenarios where using Email Surveys is an ideal option to survey your audience.

Defining Email Survey

An Email Survey is a mode of sending surveys where a survey invitation is sent to the customers in the form of an email message. It informs the customers about the survey and requests them to fill it. The survey is attached as a link or a button that the customers can click and quickly go to the survey.

It can be embedded in the email itself. In an embedded survey email, the survey's first question is embedded and displayed in the email body, answering which redirects the respondents to the web page containing the complete survey.

When to send Email Surveys?

  1. Post-Purchase Survey
  2. Post-Helpdesk Ticket Status Update
  3. Onboarding Surveys 
  4. Human Resource Surveys 
  5. Marketing Surveys 
  6. Customer Satisfaction Surveys 
  7. Student Feedback Surveys
  8. Post Event Survey

Let’s learn more about these scenarios and how Email Surveys are best here.

1. Post Purchase Survey

By the year 2040, it’s estimated that 95% of all purchases will be through eCommerce and the eCommerce industry continues to grow 23% year-over-year. With all companies focusing on continuously building and improving eCommerce stores, competition continues to increase as well.

And while product and pricing play a huge role in determining your sales, according to Gartner, a brand's quality of customer experience will overtake price and product as a critical differentiator.

In this scenario, it becomes increasingly crucial for eCommerce companies to measure Customer Satisfaction, especially post-purchase, to understand what is working and what isn't working for their customers. Researches suggest that 55% of the people who do online shopping share their dissatisfaction with a product or company with family and friends. 61% of consumers prefer to be contacted through emails by the companies.

Post Purchase surveys are an ideal option when you want to capture Customer Feedback for an online shopping experience. In such a scenario, because you cannot physically contact the customers and ask them for feedback, you should use email surveys asking them for feedback on their experience.

These surveys can be sent through triggers just after a customer has made an online purchase. In these email surveys, you can ask your customers whether they could find what they were looking for, and whether your website was working fine and providing the necessary information about the products available. You can ask about their billing experience or anything related to the overall online shopping experience.

2. Post-Helpdesk Ticket Status Update

Companies in the United States bear a loss of more than $62 billion every year because of poor customer service. Poor customer service has become one of the biggest reasons for customer churn. Researches suggest that 33% of Americans say they’ll consider switching to another brand even just after one instance of poor service.

When we talk about service-based industries like banking or internet service, serving the customers’ requests and solving their issues is a significant part of the work. Customers make requests or complaints, and a helpdesk ticket is raised and assigned to a dedicated customer service team or representative through which the customers go through interactions about their resolving those issues. Upon completing the request, the helpdesk ticket’s status is updated as closed, and the customers are sent email notifications informing them about this.

This moment is the ideal situation where you should email the customers to gather feedback data about the experience they just had to get a job done or issue resolved. Here, most of the communication regarding ongoing work and the status update of the tickets is done through emails. Therefore, email surveys are ideal in such a scenario to collect Customer Feedback as the customers are actively communicating through emails.

3. Onboarding Surveys

Researches suggest that great Employee Onboarding surveys can help to improve employee retention by around 82%. Onboarding Surveys are used for employees who have recently joined an organization and for the customers of SaaS companies who have recently started taking an ongoing service or a membership. They help measure the satisfaction of the newly joined employees or customers towards their onboarding process.

In both these situations, emails are an accepted and official mode of communication. Therefore, email surveys are ideal for collecting feedback from customers or employees about their overall onboarding experience and satisfaction.

4. Human Resource Surveys

89% of the leading HR professionals agree that conducting employee recognition programs and human resource surveys for gathering Employee Feedback has a positive impact on their companies. These surveys are helpful to measure Employee Satisfaction with their jobs and know their feelings about the overall environment of the organization. Email is the most common method of communication in most companies across the world. Therefore, Email surveys are an ideal way to gauge Employee Satisfaction.

You can send Human Resource surveys for both as Exit Interviews for employees moving out of the organization and Job Evaluation Surveys for the employees working in the organization. Exit interviews help to know the reasons for employee churn and thus help in employee retention. Whereas the job evaluation surveys help gauge employee satisfaction, engagement, and the working environment in an organization.

5. Marketing Surveys

52% of marketers plan their strategies and tactics based on customer interactions and their Feedback. And why not? Doing marketing research while preparing your business strategies is the best way to make a strong position in the market. Marketing surveys help to do this research on the conditions of the market. Through these surveys, marketers evaluate the market and get information regarding the demand, supply, products that people use and need, competitors, prices, and public opinion on anything in the market. 

As Email Surveys are one of the most economical and efficient ways to survey your customers and potential customers, it is best suited for marketing research. This research helps in creating, designing, improving, and selling products.

6. Customer Satisfaction Surveys

Only 1 out of 26 unhappy customers complain; the rest churn. To avoid this churn, Customer Satisfaction surveys are commonly used to prompt the customers to share feedback. These surveys help gauge customer happiness, loyalty, and effort by measuring NPS, CSAT, and CES metrics. 

Sending surveys through emails is ideal because these metric surveys are short, usually a single question or a couple of question surveys that you can easily embed in an email. You can attain a good response rate through them.

7. Student Feedback Surveys

It was found in a research by Grattan Institute that implementing a well-developed feedback system can increase teacher effectiveness by around 20-30%, and it will directly impact the student's performance in a significant way! Student Feedback Surveys can be effectively used in educational institutions like schools, colleges, coaching institutes, government institutes, and universities. These surveys are basically used to take feedback from the students, teachers, and parents regarding the academics and quality of education in an institute or a university.

Email Surveys are ideal for this purpose as the students and teachers commonly access their emails to send and receive educational data, projects, study material, results, etc. You can send these surveys easily on the students' email IDs for capturing Student Feedback about a class, a seminar, training, a new teacher, or any aspect of education in an educational institute.

8. Post Event Surveys

Emails surveys can be used as Post-event surveys to measure the satisfaction of guests, patients, or passengers just after events like a hotel stay, an inpatient discharge, or a flight. These surveys are helpful to collect feedback regarding the experience of these events.

Emails are ideal for sending these surveys because your audience leaves the premises after these events. Email is an official and effective mode of communication to send these surveys and receive responses.

For all the above scenarios, Email Surveys are the Best Option to survey your audience, whether they are your customers, patients, students, or guests.

New call-to-action

Learn more about the Email Surveys

Published on Aug 31, 2021. Updated on Jun 14, 2022.

Nikhil Dawer

Written by Nikhil Dawer

Aug 31, 2021

Download Free Net Promoter Score Calculator on Excel by Zonka Feedback

Get the latest from Zonka Feedback

Get the best of Feedback and CX News, Tips, and Tricks straight to your inbox.