The three surveys
- "How did we do?" (1 to 5): asked once per ticket, a set time after it closes, by notification and email. On by default, 60 minutes after closing.
- Prize survey: after a prize is delivered or claimed. Off until you switch it on.
- "Would you recommend us?" (0 to 10): asked of a sample of active customers. Off until you switch it on; then it asks 20% of customers who are due, each at most once every 90 days.
Set it up
Open Orders & Customers Satisfaction (needs Manage Support). The tabs are Reports, Comments, Alerts and Settings.
- Its job runs every 5 minutes, so the scheduled task must be running. Send what is due now sends at once.
- The recommend survey's email counts as marketing email, so it needs your sender details under Sign-up & compliance. Without them, only the on-site notification goes.
Common questions
| Question | Answer |
|---|---|
| A customer clicked a score but nothing was recorded | Each score in the email opens a page, and only pressing Send there records it, so an email scanner opening the links records nothing. The customer has to press the button. |
| No surveys for tickets closed before we installed it | Only tickets closed after the add-on was switched on are surveyed. |
| A customer never got the recommend survey | It asks a sample. It skips banned or inactive customers, customers with no email or who switched surveys off, and anyone asked recently or sent any survey in the last 7 days. |
| The link says this survey has closed | Surveys stay open 14 days by default. |
Customers see their surveys at /feedback and can switch them off at /feedback/stop.
Something wrong or unclear on this page? Tell us at [email protected], or see how to get help.