Surveys

** Available to Plus and Pro users on current plans

Our new Surveys feature allows you to send CSAT (Customer Satisfaction) surveys to contacts and lists in a streamlined, customizable way. To access this feature, select the Surveys icon (on the left in the web app), shown here:

Create Survey:

• Opening Question

• The opening question starts the survey. Feel free to tailor it to name your business and or the service that was provided. It should contain the 1-5 rating scale, although you can feel free to modify the adjectives used to describe the ratings.

• Follow-up Questions

• If the customer responds with a value of 1 (based on the table below), the follow-up question to “1” will be immediately sent to that customer. This should be phrased as an open ended question that allows for qualitative user feedback.

• Closing Message

• This message will be triggered immediately after qualitative feedback from the customer has been received, regardless of what that message contains. Once this message is sent, the survey is complete.

Statuses:

• Sent: The survey has been sent to the number and is awaiting a response.
• Expired: 24 hour open period
• A survey is considered open if it has been less than 24 hours since the initial survey question or a follow up response was sent
• After 24 hours, the survey for that number will become “Expired”
• Interrupted: A survey can be interrupted and closed if…
• 1) A user does not respond with an accepted response (see table below) after the initial survey question 
• 2) A message is sent from the Heymarket inbox to a number that has an open survey 
• Duplicate: A survey is already open for this number, so the new survey was not sent.

Responses

• A response is valid if the message starts with the accepted response (see table below)
• Example: “5, it was great!” will be considered a “5”. 
• The character after the value must be a space or symbol to be valid 
• Example: “5a” or “55” is not valid but “5!” and “5 “ is
• Any leading spaces are not considered
• Example: “ 5” is valid.

* note: we consider extra values for “5” since users will sometimes respond out of range when they are exceedingly positive with their feedback. Similarly, we do the same for “1” and will map a response of “0” to this.