How To Send a Survey - Customers Section

Article author
Josh H.
  • Updated

 

To send a survey to a valued customer you will just need their name and either cell phone number or email. Adding your customer allows you to track your survey responses. 

 

How to add a customer for Survey Outreach

1. Log in to the Dandy Platform at https://app.getdandy.com/login

2. Locate the customer's section in your left navigation.

3. Click ‘add customer’ in the top right of your page.

4. Fill out the available contact info for the customer(s).

5. Click Save.

 

How to send a survey to a customer that has been added previously.

1. Locate the customer from the listed customers.

2. Select the green-lined arrow next to the customer's name to the far right of the screen.

3. Select your location from the drop-down list.

4. Select the delivery method, either phone (text) or email.

5. Click send

 

How to read your customer response to your survey outreach.

Source

1. If the customer has completed the survey and the survey score has met the review threshold score, there will be an icon of the review site selected by the customer to write a review on your behalf directly on your Review Site.

Link Clicked

1. If Yes, the customer has clicked the initial message, and has been sent a link to start the survey.

2. If No, the customer has not started the survey.

Last Rating

1. This is a star rating that is equivalent to the ‘smiley face’ the customer selected in the survey

2. Bad = 1 star, Poor = 2 star, Average = 3 star, Good = 4 star, Happy = 5 star

3. These star ratings from your survey are only stored on the Reviewvio platform and are not shared with the review site.

 

 

Customer Feedback

(Dependent of Review Threshold score setting located in Setting> My Templates > Survey)

1. If your customer survey star rating did not meet the score required for the review threshold, they will be prompted with a customer feedback box.

2. Customer Feedback will only show "Low Rated" messages in the customer section.

3. This feedback is not shared with the review site.

4. If the customer survey star rating meets the Review Threshold, there will be no customer feedback listed in the customer feedback section.

 

How to Set/Change your Review Threshold

1. Click "My Templates" in your left navigation panel.

2. Click "Survey" at the top right of your page.

3. Click the star rating you wish your customer to receive your review site link to write a review.

4. Scroll down to the bottom of the page and click "Save".

note: Most Reviewvio subscribers set this score to 4 stars.

Examples of Review Threshold in action:

-Review Threshold set to 4 stars

- Customer selected a Happy Face (5-star survey score) during the survey outreach.

- Customer has met the review threshold score and would then be directed to write a review directly on the review site. (note: since the customer was directed to review the site no customer feedback available)

-Review Threshold set to 4 stars

- Customer selected an Average Face (3-star survey score) during the survey outreach

-Customer has not met the review threshold score and would be directed to write customer feedback.

(note: a customer that has given feedback will not receive your review site link to write a review)

 

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