Setting Up and Using Checkout Surveys

Kathryn Hamilton
Kathryn Hamilton
  • Updated

Overview: What are we talking about?

Checkout Surveys are a fantastic way to get feedback from your customers! Once they are set up, surveys will be automatically emailed to customers and you can just sit back and watch the feedback come in! The questions are customizable and you can set them up to send only for certain reservation types, and at different frequencies for different reservation types. For example, you can have them send for every boarding reservation, but only every 10th daycare reservation.

You can be notified of any feedback that falls below a certain threshold and display a custom message for customers when you get positive feedback. In that custom message, you can add links to your Yelp or Google Reviews page, or any website you wish.

This article includes:

 

Helpful Hints: Before you begin.

  • Once you have your survey set up, we strongly encourage you to test it using your own owner account in the app.

 

How to: Set up and Use Checkout Surveys.

 

Setting Up Checkout Surveys

 

Setting up Checkout Surveys is a multi-step process, but your work will pay off! Follow these instructions step by step and you will soon have awesome automated surveys sending to your customers!

 
Step 1: Set Up the Survey Form
 
First, you will want to be sure your survey form is set up to your liking. Navigate to Left-hand Navigation: Admin » Checkout Survey. Then click the Checkout Survey Form tab. 

 

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You can edit existing fields by hovering over the field, then clicking the pencil icon. The trash can icon deletes the field.

Important! If you delete a field from the form, all past records of that field having been used will be permanently removed from your reporting! That data cannot be recovered!

Ignore these settings:

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Step indicates the number the slider will increment by. I.e. if "1" is selected, the range will increment as 1, 2, 3, etc. If "2" is selected, the range will be 1, 3, 5, etc.

 

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Minimum and Maximum Values: It is advised that for all "Range" (slider) fields, you keep the Min and Max numbers consistent. This will help with your reporting on survey responses.

 

Default Value indicates the value the slider will be positioned at by default, when the customer opens the survey form.

 

To add new fields, simply click them in the Toolbox on the right side of the page.

 

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New fields will appear at the bottom of the form. To rearrange fields, you will drag and drop them into the position you want them to appear on the form.

Important! Be sure to save your changes on the manage forms page!

 

 
Step 2: Reservation Types 

For each reservation type, you can designate how frequently a survey should send, and how soon after check-out the survey should send. Navigate to Left-hand Navigation: Admin » Reservation Types & Services Configuration. Edit any reservation type by selecting the applicable Booking Category, selecting the Reservation Type, click 'Edit Settings'. Checkout Survey settings will be in the 'Communication Options' settings. 

 

In the panel that appears, find Email Survey Minutes After Checkout and Email Survey Every Number of Reservations.

 

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Email Survey Minutes After Checkout Set the number of minutes after check-out you want the survey to send. If you want to do something like 24 hours, multiply 24x60 and enter the result. The maximum number of days is 7 (10080 minutes).
Email Survey Every Number Reservations This controls how frequently survey emails will be sent.
  • 0 will make the survey send on the first reservation, but never again
  • 1 or leaving the field blank will make the survey send every reservation
  • a number such as will make the survey send on the first reservation, then on the 5th, 10th, 15th reservations, etc.

Be sure to save your changes by clicking the blue Save button in the panel.
 
Step 3: Set the Survey Trigger Alert Threshold
 
The Survey Trigger Alert Threshold setting controls two things:
  • Whether the customer receives a custom message after submitting the survey form, where you can optionally link them to review sites (like Google Reviews or Yelp!).
  • Whether designated users in your app receive notifications for negative survey feedback.
Navigate to Left-hand Navigation: Admin » Checkout Survey

Screen_Shot_2020-04-03_at_10.27.01_AM.pngThe number correlates with values on the range sliders on your survey form. This is why it's advised to keep the ranges on the sliders consistent (i.e. 1-10). If you set the number for Survey Trigger Alert Threshold to "5" and a customer leaves a rating on a slider that is 5 or less, that customer will not receive the custom message upon submitting the form, and the designated employees will receive a notification letting them know negative feedback was given (See steps 4 and 5 below).

 
Step 4: Set Up Check Out Post Survey Text
 
After submitting your survey form, so long as the customer has not entered any values below your Survey Trigger Alert Threshold (see step 3), a panel will appear with text. This is a good place to put links to review sites. For example:

If you have multiple locations, you can set up custom text per location. To write this text, please navigate to Left-hand Navigation: Admin » Checkout Survey. To create links within that text, simply highlight the text that should be linked, then click the 'link' button. Enter the URL the text should link to and optionally indicate whether the link should open another window/tab.

 
Step 5: Designate Users Who Receive Negative Feedback Notifications
 
User groups in your app can receive notifications for negative feedback (see step 3: Survey Trigger Alert Threshold). To turn this on for users, navigate to Left-hand Navigation: Reports & More » Groups.  Click on any of the user groups in the Groups column and turn on the Notification: Negative Survey Feedback permission.

This permission can be local to only the location where the feedback was for or can be global, meaning a notification will display at all locations when a customer leaves negative feedback. 


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Step 6:  Edit the Survey Email Template
 
There is a template for the survey email that is sent to customers after checkout. You can edit this template by navigating to Left-hand Navigation: Admin » System Email. The default subject line for the template says How would you rate your {reservation_type} reservation for {animal_name}?

Having completed steps 1-6, you should be ready to turn on your survey email!
 
Make sure all Reservation Types that should have the survey sent out are listed here and that Status toggle is green.
 
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For more information on editing email templates, please see: System Email
 
Be sure to save your changes by clicking the Save button at the bottom of the page.
 

Using Checkout Surveys

There's not much to using Checkout Surveys! Once they are set up in your app, survey emails will be sent to customers automatically and you can view survey results in your Surveys report.

How Customers Receive and Fill Out Surveys:

According to your settings, your customers receive emails after their pets are checked out. The email contains a link to the survey form.

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When the customer clicks the link, they are directed to the survey form, where they will use the sliders to provide ratings, along with any other fields you include.

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So long as the customer does not leave any ratings that fall below your threshold, your Survey Custom Text will appear once they submit the form.

 Screen_Shot_2018-10-18_at_12.23.01_PM.png

 

If a customer leaves a rating that falls below your chosen threshold for negative feedback, they will simply receive a 'success' message, thanking them for the feedback.

 

Surveys Report 

You can view survey responses on the Surveys report. Navigate to Left-hand Navigation: Reports & More » Reports » Surveys. Simply enter a date range to view all survey responses within those dates.

 

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Notifications

Depending on your settings, you and other users may receive in-app notifications when you receive feedback that falls below a certain threshold. For example, you could set the threshold at 6 and, if a customer gives a rating at or below 6, you will be notified. (These notifications will appear along with your other in-app notifications. They will also be pushed to your mobile device if you use our mobile notifications app.)

When you click the notification, you will be directed to the Surveys report for that date. Any ratings that fall below the threshold are displayed in red.

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Manually Sending Reservation Surveys

If you have Reservation Survey email template enabled for the reservation type, you can manually send a survey for any reservation of that type, regardless of the interval settings (this is really useful if you had a customer that had a great experience and you'd like them to give feedback). 

To manually send the survey email to a completed reservation, navigate to that reservations details page (most commonly found from the Owner or Animal's Profile Pages » Reservations Tab » Choose View Reservation Details (from the action menu) and click the Mail Icon in the upper right and choose Send Survey Email

 

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