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Table of Contents

When it comes to embedding any survey question to the email, you must implement some survey design requirements. These requirements cover all your email survey questions related queries. Survey design requirements cover two important things that you should consider before embedding survey in the email:

  • Email Survey Behavior
  • Email Survey Question

Email Survey Behavior

Asking different questions from customers provide you with valuable insights and information that will help you to identify the pain points of your customers. But sometimes respondents abandon your survey and the reason behind it is irrelevant questions. You should cautiously choose questions, especially if you are employing behavior surveys.

An ideal Email Survey Tool enables you to choose between the following behavior:

  • Button Option - This is the default setting available in every Email Survey Platform. Through this behavior option, your respondents reach to the next element (question, text, or background information) in your survey. In this option when a respondent clicks an answer choice in the email, we send them to the first page of your survey so they can continue answering the rest of your questions.
  • Embedded Option - In this customized option you can send your respondents to a specific first question embedded in the email itself.

Email Survey Questions

Survey questions play a crucial role in the customer feedback process. The right choice of survey question helps you to track customers’ satisfaction levels and drive actionable customer-powered data. It is advisable that always embed Supported Question Types as the first question on the first page of the survey.

Supported Question Types

It is the range of survey question types available in an online survey tool. It offers you the right mix of question types to create a survey that not allows your customers to give feedback but also engages them in your brand.

Types of Supported Question Types

There are broadly 3 types of Supported Question Type:

  1. Multiple Choice Questions - Multiple Choice Question (MCQs) is a question type in which a respondent has provided with the different options to answer the survey. Either he selects one (single select multiple choice question) or many (multiselect multiple choice question) responses from a given list of options. If you are using single select questions then using radio buttons is an ideal option and if you are using multi-select questions then you should go with check-boxes. For example, if any bank institution is launching a new credit card and wants to understand the customers’ usage, they can use MCQ question in the following format:
  2. Star Rating Questions - In this Question Type, respondents are provided with the star rating to rate their experience or feedback. Higher the number of stars, higher is the agreement with the statement. The rating form of the question is not restricted to the stars only, user can use the Smiley, or Heart icons on the question they want to embed. For example, if a restaurant would like to collect feedback about their food, services, and ambiance, they can use a star rating question in the following format: (Need Picture)
  3. Net Promoter® Score (NPS) Questions - Net Promoter Score (NPS) measures customer perception and customer loyalty towards a business based on one simple question: “How likely is it that you would recommend [Organization/Product/Service] to a friend or colleague?” NPS question helps you to determine the loyalty of the customers. It ranges from -100 to 100 and measures the willingness of customers to recommend a company, it's products or services to others. The Net Promoter Score Survey is ideally a two-part questionnaire. The first part is the Net Promoter Score Question and the second part is the reasoning behind the score.