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Surveys

Surveys can be created in FuseMetrix and then shared to customers via a direct link, or Dynamic Field <<surveylink>> in Automated Emails to gather feedback and other information.

Creating a Survey.

To set up a survey, go to Marketing Hub > Surveys, and click Add at the top of the page.

Give your survey a name - the customer won't see this.
If required, enter a description
Select which location(s) the survey is for. To select multiple but not all, CTRL + click to select individual locations.
Set the 'From' email address (used for if follow-up emails are sent based on responses)
Set whether you want responses to be Anonymous.
- By default, if the survey is linked to a booking via an automated email where the trigger is before/after activity start, the customer's details will be stored against the survey without them needing to enter them.
- If it's not anonymous and is accessed via a direct link, the first two questions will always be Name, Email Address, and Location (if more than one location is selected)
Select whether you'd like to restrict how many surveys a customer can complete in a time period that will be accepted by the system.
- The system default is to not allow duplicate entries from the same customer
- This can be set to always allow multiple entries from the same customer
- You can choose a number of days that must have passed since the customer last completed the survey before their responses will be accepted again.
You can select a Multi-Email Campaign to add customers to once they've completed the survey. This could be used to send them a promo code or other follow-up actions.

Survey Questions.

Name	Enter your question - this will be displayed to the customer
Type	Sets the type of answer the customer can give. Yes/No: Customer can only select yes or no Free Text: Customer can type in their response Rating Scale: Displays a slider where the customer can choose their rating based on the option selected NPS Rating (0-10): Displays a coloured slider with red/amber/green, and the data from this feeds into the NPS section of the surveys module Multiple Choice: Displays a dropdown where an answer can be selected. Multiple Choice (Selection): Displays options as tickboxes where more than one can be selected If a Multiple Choice type is selected then a box will be added beneath the question name where you can enter the choices, separated by a semi colon (;) These also add a tickbox where you can select to include 'Other', which if selected by the customer will give them a free text field. Likert Scale: These use standard feedback answers relevant to the question you're asking. For example if your question is 'How helpful did you find the staff?', you can select Likert Scale - Helpful, and the answers to select from will range from 'Not at all helpful' to 'Extremely helpful' Date: Allows the customer to enter a date Comment (Non Question): Can be used to add text between questions if required.
Mandatory	If ticked, the question must be answered for the survey to be submitted
Can Publish	If ticked, this question can be published to a Survey Results page on your website.
NPS	If the NPS rating scale is selected, this is used to select this question as the one driving the NPS score.
Default Answer	Pre-selects an answer of your choice, which will be submitted if the customer skips the question.
Email	Used to select the question that any email follow-ups are based on.

Survey Email Settings.

Once your survey is created, you can set up emails to send based on the response to a particular question. This will need to be a rating scale question, as the emails are based on numbered responses.

You can also set up pre-written comments to be added into emails to send based on specific responses.

Emails can be sent for survey responses either when accepting the response by clicking 'Accept & Send Default Email', or by accepting the response and when viewing the total responses, click the envelope icon on the right to build an email using the pre-written comments.

To set up default emails based on score, go to Survey Email Settings in the top right corner when viewing your survey, and select the score and the template to send for each score in the box on the left.
Pre-written comments are added via the section on the right - these are then able to be quickly added to an email for a specific response once accepted.

Viewing and Managing Survey Responses.

On the main Marketing Hub > Surveys page, where you have a list of all of your surveys, any new responses will sit in the New Responses column.
Clicking on the 'Responses' button in this column will open up a screen where you can view the responses and choose what to do with them.

Delete: Updates the response status to 'Deleted', it can still be viewed but isn't included in any stats
Hold: Updates the status to 'On Hold', this excludes it from stats but is easy to return to and review when needed
Accept: Updates the status to 'Accepted', and includes the results in the stats
Accept & Send Default Email: Updates the status to 'Accepted', and automatically sends the email set up to be sent for the score provided.

Once all new responses are dealt with, these will now sit within 'Total Responses', which when clicked will show all responses to your survey.
Survey responses can be filtered by date range, status, and location, and can be selected via the checkboxes on the left to change the status if required.

On the right hand side when viewing all responses, there are two icons:

Speech bubble icon: Opens up the response to view the answers to the questions
Envelope icon: Takes you to a page to build an email to send to just that customer based on their responses. This is where you can drag across any comments that have been set up on the Survey Email Settings page.

Responses can also be exported, or viewed as a report in Survey Reports.

Net Promoter Score (NPS).

FuseMetrix uses an NPS question to pull scores into graphs. To use this, make sure there's a question in your survey where the type is set to 'NPS Rating', and NPS is ticked for this question.

On your main survey list, you'll then see a graph icon on the right hand side of each survey with this set up. This shows the NPS for each location for the selected date range. Locations can be selected and deselected using the checkboxes at the top of the page.

How NPS is calculated.

Customers give a score between 0-10 using a slider bar within the survey, and responses are categorised as:

0-6: Detractors - Unhappy customers with a negative view of the venue
7-8: Passives - Satisfied but indifferent customers who could be swayed by competition
9-10: Promoters - Loyal customers who are likely to return, and to recommend the venue to others

Once the responses are categorised for a given period, the NPS is calculated based on percentage.
For example if 100 surveys are completed in a period:

70% are promoters (rated 9-10)
10% are passives (rated 7-8)
20% are detractors (rated 0-6)

Detractors (20%) are deducted from promoters (70%), to leave us with the Net Promoter Score, which in this case would be 50%