Best Practices and Feedier's recommendations
- Carlos Carasco
Your checklist for getting the best results
In this guide you’ll learn to:
Choose the best survey questions
All our survey questions on Feedier provide a purpose, however we always recomend 3 key questions to try and include in your surveys:
Ratings
Also known as ‘CSAT’, ratings allows you to measure the satisfaction of specific KPIs.
Labels in the ratings like ‘i like it’ can be changed in the content editor section.
NPS Questions
Choice Questions
Choice questions work great for finding opinions on a topic, if the question involves satisfaction, ratings should be used as much as possible to get more value out of the satisfaction ratio.
Text/Open-ended Questions
Text questions are useful at the end of the survey or after a choice or rating question in order to get a deeper understanding of the response. They help in understanding the specific expectations of a respondent. A sentiment score is available for each response.
If you don’t want the text responses to be involved in the satisfaction ratio collection for the feedback, you can toggle this off in the ‘advanced’ settings of the question.
Other survey building tips
Branding your surveys, ideally add at least a logo, cover, and colour)
Always use attributes (NEVER ask the end-user if data already exists elsewhere)
Make surveys scalable and use a master survey so other teams can use your survey as a template.
Get the best response rate
Email/SMS campaigns:
Always include attributes either through a csv upload, or through creating a campaign and triggering via API (from your database for example).
Use SMTP as much as possible to guarantee a better response rate (Teams>Settings>SMTP)
Create short messages to reduce scrolling in the inbox, add a visual call to action and mention average response time.
Add an attribute inside the message to make it personalized ie. → Hi {name},
Have a clear and short subject
Send 2 follow ups (48 hours + 7 days)
Adapt schedule hours to respondent type
For B2B → send in working hours
For B2C → send after 6 pm
View the pushes on Feedier Dashboard (insights>Pushes) and try to contact those that have status opened/clicked.
Widget
Trigger it ONLY at the right moment and try to have it open automatically
Use contextual attributes from the end-user's session through the meta-data you collect already.
Use Tag Manager whenever possible → This reduces integration time by 95% as no need for a developer.
In the survey, avoid:
Setting up branding
Adding Rating tables (with more than 2 options), Text questions, and very long questions.
Long surveys
Use if possible → Emoji, Choices and Ratings (5 stars max)
Button must be VISIBLE (LOTS of contrast) and NOT over important UI elements
Set key targets for your first survey
Use KPI questions (ratings) to give Actionable insights → this helps you take action quicker
Add your question KPIs to the homepage dashboard so you can see them whenever you log in.
< 10 questions → Completion rate > 95%
Response time < 3 minutes
Add Logical flows by adding conditions → This gives a better experience for every respondent
Measure Satisfaction ratio level by choosing at least NPS, Ratings, or Emoji-based questions
FAQs
How do you share a survey?
Our clients often collect feedback the most feedback through the Feedier web widget, whereas an email/sms campaign is a great way of collecting targetted feedback based on a certain cohort.
You can share your forms in the 'Share' section of your survey. You can also setup a direct integration with your database and Feedier, in which case this will be triggered to be shared automatically.
How do I get alerted to feedback in real-time?
By creating a segment, in the Actions tab, you’ll be able to be alerted in real-time via email or a third party application like Slack or Teams. You can choose to be alerted for every single feedback that matches your segment, or get updated on a weekly or monthly basis with a summary of those that matched your criteria.
What's the best way to get a quick overview of results?
KPIs found on the homepage is the best way to monitor your feedback. The main activity chart allows you to compare how different attributes score for total feedback or satisfaction.
What's the best way to share results?
The PDF Report gives you the best overview of all your feedback. You can access it by clicking the 'Create' Report button in the Feedback or Insights pages. You can fully customize what is shown here by adding charts that make sense for you.
How do you add new team members?
You can add new members into your team by going to the side menu → Users/Teams→ Invite User