Questions - Customize your survey
Ask Inline's NPS and CSAT surveys are both very simple, two-question surveys. It's important to customize these two questions to match your brand or product. This guide will walk you through customizing the questions that your customers are asked by Ask Inline. These changes affect both email and in-app based surveys. Especially for email based surveys, customizing the survey helps to reinforce customer recognition of what they are being asked about and reduces the chance that a customer will see the email as a spam-like mass message.
Navigate to "Campaign admin" via the campaign dropdown
Click the "Survey Settings" tab along the top of the page.
Most of the settings on this screen relate to survey questions. Continue reading for more details about the functionality of each setting.
The settings under "Score question" affect the display of the first question in both an NPS and CSAT survey. For NPS surveys, we recommend placing your product or service name in the survey. For CSAT surveys, carefully consider the interaction that you want the survey to measure and ensure the question clearly asks for feedback about that interaction.
The score question is answered on a scale from zero to ten. This is the customer's first interaction with your survey and it's wording has a strong impact on the survey response rate.
The primary survey question, often "How like are you to recommend [product] to a friend?"
The low/high score labels let the customer know what direction represent a positive and negative score.
The comment question is the second question in a NPS and CSAT survey. This question offers a open-ended answer format where customers can provide any feedback that they wish. Providing an open-ended question isn't as precise as asking specific questions but it does offer the opportunity for users to provided unconsidered responses — an often more valuable form of feedback.
Feel free to inject some personality into your second question.
The "Comment question" is the second question on an NPS and CSAT survey. Sometimes called the "verbatim".
Thank you message
The thank you message is both the simplest of the settings and also the most customizable. The reminder of this help page will cover the thank you message and it's settings.
The default setup for the thank you message is very simple. It's a simple text field that can be set to any text that you would like to use to thank customers for filling out the survey.
You can set the thank you message to any text you would like. Similar to the other settings, we provide a sane default but recommend you customize the setting to match your brand.
Using a different thank you messages based on survey score
A best practice for running great customer feedback campaigns is to follow-up with customers who give a low score. At the very least — to convey a different tone of message in response to their survey. For this purpose, Ask Inline allows for two different thank you messages to be used. One for customers who give a high score and another for low scores.
This is the purpose of the 'Use different thank you message for low and high scoring customers' checkbox.
When enabled, this setting reveals two additional settings. One for a second thank you message and a "Threshold" setting. Scores at or above the threshold will trigger the promoter thank you. Lower scores show the detractor thank you.
Toggle the checkbox to display the second thank you message and threshold settings.
The promoter thank you will be displayed for customers who give a score at or above the threshold.
Using HTML in your thank you message
Thank you messages support custom HTML via the 'Enable HTML in thank you messages' setting. This is useful for displaying images or hyperlinks inside your thank you message. The use cases documentation contains several clever examples of how this can be used.
Another opportunity to customize your survey is by showing your logo in the thank you message.