Email surveys

Email surveys offer a cost-effective and comprehensive means of gathering feedback on process issues and customer experience.

Benefits

  • Low-cost – but this is slightly off-set by lower response rates than IVR
  • Not-intrusive – customer completes survey at a time to suit them
  • Minimal drop-off during the survey – once started customers tend to get most of the way through
  • Can accommodate more questions than IVR or SMS – creates chance to probe more issues.

Features

  • Custom design – email templates and online surveys designed to reflect brand identity or co-branded with ServiceTick
  • Online surveys are optimised for mobile display
  • Multiple question types and free-form comment boxes
  • Survey logic allows multiple routes through a survey based on the answers provided by the customer
  • ServiceTick captures and stores every piece of information – even if the survey is part-completed
  • Results are immediately available in our online console
  • ‘Red flag alerts’ based on the customer’s response to individual questions or text provided in a verbatim can be configured to automatically surface an issue and allow a recovery process to be initiated
  • All data captured under SSL encryption and stored in our secure hosting environment
  • Scales can be enhanced (smiley/sad faces; colour-coding) to ensure clear understanding of metric options. 

Applications

Online surveys come into their own for:

  • Mapping feedback at different points on the customer journey
  • Business to business audiences
  • Employee feedback programmes
  • Transactional and relationship surveys
  • High volume customer bases
  • Proposition development (surfacing unmet needs)
  • Optimising web sites and conversion activity.

Find out more

If you’d like to know more about our ServiceTick products, email or call us now.

01603 618326

ServiceTick recruits leading mobile technology guru

ServiceTick, the feedback company that helps some of the UK's largest companies keep a finger on the pulse of what their customers feel, has recruited Paul O’Brien to the new role of Technology and Innovation Director.

More