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
- Setting Up the Survey Form
- Setting Up the Reservation Type(s)
- Setting Up Trigger Threshold
- Setting Up Post Survey Text
- Designate Users Who Receive Feedback
- Editing the Survey Email Template
- Using Checkout Surveys
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!
You can edit existing fields by hovering over the field, then clicking the pencil icon. The trash can icon deletes the field.
Ignore these settings:
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.
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.
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!
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.
|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.
Be sure to save your changes by clicking the blue Save button in the panel.
- 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.
The 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).
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.
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.
Step 6: Edit the Survey Email Template
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.
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.
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.
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.
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.
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.
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.