Survey Settings

Owned by Gabrielle Pollack
Last updated: Jun 20, 2024
9 min read

Overview

The Campaign Settings are the control center for tailoring and optimizing your survey campaigns on the Experience.com platform. The campaign’s settings include the following: General Settings, Delivery Settings, Review Settings, Social Share Settings, and Email Alert Configuration.

With the all-encompassing settings module for each campaign, campaign creators can define fundamental parameters, fine-tune survey delivery methods, automate responses to reviews, harness the power of social media, and configure precise email alerts based on review scores.

From establishing campaign names and schedules to delving into nuanced delivery strategies and social media amplification, the Campaign Settings offer a comprehensive suite of features to ensure your surveys are effective and seamlessly aligned with your unique campaign objectives.

Note: A campaign can be activated with just the default settings.

 

General Settings

The General Settings section forms the cornerstone of campaign direction and customization. Here, campaign creators have access to a suite of controls that significantly influence the campaign’s trajectory. Included in this is the ability to:

  1. Turn the campaign into an anonymous survey*

  2. Make the campaign scoreless*

  3. Enable a campaign-specific leaderboard*

  4. Allow users to send surveys manually from the campaign

  5. Add skip logic into the question ordering(addl. set-up required, see Skip Logic)

  6. Enable SMS messaging (addl. set-up required, see SMS Delivery)

*The slight grey tint over the scoring toggle indicates that the setting cannot be changed once the campaign has been activated.

Also within the General Settings are several accessory settings, including the ability to limit how long a respondent has to click the link and submit a survey response with the 'Expire/disable the survey link after' setting.

The ‘Duplicate survey duration’ setting commands the number of days that must pass before a recipient can receive another survey from the campaign.

Once the ‘Send monthly digest email to managers’ toggle is enabled, all Account Managers will receive a monthly digest report in their email detailing campaign trends and statistics including completion rates, notable scores, and NPS calculations. When enabled, a textbox will appear to allow the campaign creator to add up to 10 additional email addresses (non-account managers) to receive the monthly digest report via email. Regardless of the toggle position, the monthly digest report can be downloaded from the account’s reports section.

Delivery Settings

Within a campaign's delivery settings, campaign creators wield extensive control over the communication methodology. Beyond selecting the mode of communication, these settings provide a nuanced configuration of the campaign's outreach strategy.

Creators can specify the maximum allowable number of reminders per transaction, limiting the frequency of email alerts for recipients. Additionally, creators can fine-tune the delivery windows for both weekdays and weekends, dictating the timeframe during which campaigns are sent.

The versatility of these settings extends to scheduling options, including recurring deliveries within specified time ranges for new transactions, immediate transmission upon transaction receipt, or scheduling for later initiation on specific dates and within designated time frames. Campaigns can be sent in bulk or batches, disseminating campaigns to small recipient groups with specified time intervals between batches.

Maximum Number of Email & SMS Reminders

The maximum number of email & SMS reminders is a setting that allows managers and admins to control the total number of reminders (email & SMS, combined) that can be initiated for a single survey transaction. This total comprises both automated reminders and those manually triggered by users. By configuring this setting, creators can maintain precise control over the frequency and volume of reminders associated with each survey transaction, ensuring a balanced and controlled communication approach.

Campaign delivery can be scheduled regularly, to send immediately upon receipt of data, or for a specific date/time. To learn more, read about scheduling campaign delivery.

Review Settings

The Review Settings host several accessory settings that allow review text to be displayed and amplified on Experience.com professional pages and allow creators to customize the respondents' review experience in several ways, including the ability to attach their profile photo.

  1. Display reviews on public profiles: this setting is typically turned ON, except in the case of EX surveys, where employee feedback is gathered for internal review and action, or, similarly in CX campaigns, mid-process or canceled transaction surveys.

  2. Allow reviewer to add picture to the review: when enabled, survey respondents will be offered the opportunity to attach their profile photo from either Google, Facebook, LinkedIn, or X.

  • If a respondent uploads a profile photo from one of the listed sites, it will be displayed alongside their name when their review is displayed.

  1. Copy review text: when enabled, the respondent’s review text will automatically be copied to their computer’s clipboard unless they de-select the option within the survey taker. This setting is typically ON to promote an easy way to share the review on another page (like Google) in the survey’s secondary workflow, although it can be disabled for internal feedback campaigns and is not available for anonymous campaigns.

  1. Enable mandatory review: when toggled ON, it is required for a respondent to write a review to accompany their survey responses. If the setting is toggled OFF, writing a review is not required and a survey can be submitted without one.

What does it look like when a respondent submits a survey without a review?

If the survey settings have enabled reviews to be posted to public pages, the survey score will be posted without any review text (see below).

Auto-Reply to Review

Also within the Review Settings are the auto-reply-to-review settings. Auto-reply is a feature that allows an automated response to be generated and sent in response to a respondent’s review. When a respondent submits a review, the platform can automatically trigger a pre-configured or AI-generated reply, acknowledging the feedback and expressing gratitude after a set period (of days). This automated response engages with respondents promptly, demonstrating a commitment to satisfaction and improving professionals' search rank scores. To learn more, visit the Auto-Reply to Review page.

Social Share Settings

The Social Share Settings is a powerful hub for orchestrating the strategic dissemination of reviews on social media within the Experience.com platform. Within this category are the auto-post settings, which hold sway over individual user or tier configurations. These campaign-level settings take precedence, ensuring a unified and consistent approach to social sharing.

For instance, if a user's auto-post settings permit sharing any review above 4 stars, but the campaign's settings dictate that only reviews rated 4.5 stars or higher can be posted, the campaign's directive prevails.

This hierarchical structure guarantees that the social sharing strategy aligns seamlessly with the overarching goals of the campaign, maintaining precision and control over the public narrative of customer experiences.

Enable auto-post review: when enabled, reviews from this campaign can be auto-posted on the user and tier’s connected social media accounts (Facebook, LinkedIn, X). If this setting is disabled at the campaign level, no reviews from the campaign can be automatically posted to social media, regardless of a user’s (or tier’s) individual auto-post settings.

  • If this setting is disabled (OFF), the following settings (min. score to qualify & gateway selection) do not need to be modified.

Minimum score to qualify for auto-posting: this is the minimum rating (out of 5) that a review must have to be eligible for auto-posting on any tier or user’s page. As long as a review meets the minimum threshold set here, it can be posted according to the user’s or tier’s unique auto-post settings.

Gateway selection required: if enabled, the gateway option(s) (selected in the next field) must be selected by the reviewer in addition to the review meeting the minimum score threshold (as set above).

  • Gateway option: add 1-2 response options that a respondent must select for their review to be eligible for auto-posting on social media.

Configure Email Alerts & Notifications

The Configure Email Alerts & Notifications page within the Campaign Settings hosts several types of configurable email alerts and notifications. These include alerts for low scores, exceptionally high scores, replies to reviews, flagged reviews, and more.

Manage Email Notifications

The Configure Email Alerts & Notifications section of a campaign's settings allows users to customize notifications based on the campaign's data. Email notifications can be set up for various survey activities, such as survey completion, replies to reviews, edits to replies, deleted replies, or flagged reviews. These notifications can be sent to agents, tier managers, or account managers, with options to include or exclude specific users.

To create an email notification, follow these steps:

  1. Select the type of notification (survey completion, reply to review, reply edited, reply deleted, flagged review).

  1. Choose the user type(s) to receive the notification (account manager, tier manager, agent).

  1. Specify the recipients within the selected user type(s) by choosing one of the following options:

    1. Everyone: Send to all users of the selected type(s).

    2. Everyone except: Send to all users of the selected type(s) except those specified.

    3. Only selected: Send only to the specified users.

    4. None of them: Disable the notification for the selected user type(s).

  1. If you selected one of the selections that allows exceptions ('everyone except' or ‘only selected’), a dropdown menu will appear on the next line. Use the dropdown menu to select the exceptions that should or should not receive the notification.

If no conditions are created in the Manage Notification section, the toggle can be turned off. If this section is disabled or no conditions are set, all user types will receive the notifications unless they have disabled them in their personal account settings.

Configure Alerts

The Configure Alerts section of the Alerts & Notifications page, formerly known as Complaint Resolution, allows campaign configurators to use "if-then" statements to notify account managers, tier managers, or users when a survey is completed and meets specific scoring ranges or gateway selections.

For example, account managers can be alerted to negative reviews anytime a review scores below 3.5 stars or when a respondent selects "unpleasant" as their gateway response.

To configure an alert, follow these steps:

  1. Enter the email addresses of anyone who should receive the notification but does not have a platform account (e.g., managers or assistants).

  1. Select the user type(s) (account manager, tier manager, agent) from the dropdown menu. This is who will receive the email alert.

  1. Set the conditions for the alert:

    • Choose "if the score" and select a condition (greater than, less than, equal to, not equal to, less than or equal to, greater than or equal to).

    • Specify the score threshold for the alert, with options down to the half-point.

    • Select "and" or "or" to include additional conditions based on gateway responses.

    • Choose the gateway response(s) that will trigger the alert.

  1. Select the email template to be used for the alert, whether it's for a positive, negative, or neutral experience.

To create additional alerts, click the + Add Condition link.

Abusive Alerts

Abusive Alerts are emails automatically sent to account managers, tier managers, and relevant users when a review is flagged for containing inappropriate or abusive language. This alert quickly notifies the necessary parties so they can review and take any required action.

If there are additional recipients, such as compliance or customer support teams, who are not on the platform, their email addresses can be entered in the provided text box. Multiple email addresses can be separated by commas, with a maximum of 10 email addresses allowed.