Introduction to surveys
CodexFit's survey functionality allows you to setup surveys and then send these to customers to get feedback.
You have the ability to setup as many different surveys as you want and then using the Automator, send these to customers.
- You can keep things simple and just send a survey to any customer who attends a class.
- Or, using the Automator conditions, send one survey to a customer after they attend their first class
- Or, send a different survey for each event type group you offer
- Or, send a survey to get feedback for a new instructor
When you setup an Automator to send a survey request, CodexFit will only send a survey request to customers who have not received a survey in a specified number of days prior to receiving a previous request.
The default is set to 1 day.
For instance, imagine a customer attends an event in the morning today – the Automator will send that request but if they then attend an event in the evening today, they would only get the survey request for the morning class.
You can adjust the number of days that should be followed in configs and general settings.
You can also tell CodexFit how many customers to send the survey request to. We will cover how to set this later in this guide.
Steps to enable sending of surveys
Create a survey
- Login to your dashboard [companyname].codexfit.com
- Under General, click on Surveys
- Click on Create Survey
- Give the survey a name
- Then add the fields you would like to ask customers
- Checkbox field - this will show some text followed by a tick box. You may want to use this, for instance, to ask customers to consent to using their name on their feedback for something like a testimonial. Or you may want to include a field to put an optional email address and ask them if it's okay to contact them to talk more about their feedback.
- Range field - this will show a slider and asks customers to assign a value between your low and high numbers. You may want to use this to ask a customer on a scale of 1-10 (10 being the best) for how much they liked the event.
- Checkbox group - this will show a list of options which the customers can select from. They can select as many as apply. You may want to use this to ask a customer to select all adjectives they would use to describe the event.
- Radio button group - this is like checkbox group but will only allow customers to select a single option.
- Select box - this will show a dropdown of options where customers will select a single option. It's similar to a radio button group but customers need to click into the dropdown to see all options.
- Free text - this will display a free text field where customers can type an answer. While this isn't as useful from a quantitative analysis point of view, you could ask customers if they have any other feedback or notes.
- On each question you add to a survey, you can decide whether it's required that customers answer it.
Generally, we advise to keep surveys as short and sweet as possible to make them less daunting which increases the likelihood that customers will complete the survey.
Setup an Automator to send survey
Once you have created a survey, now is the time to setup an Automator to send the survey.
- Login and navigate under settings and system settings to find Automator Workflows
- Click on Create Automator
- Select an event - we suggest to send the survey when booking is attended
- Decide if any conditions apply:
- If you select no conditions, the survey will following your sending settings and send to everyone as long as they have not received a survey request within the sending interval set.
- If you set a condition for instance if it's a certain number of bookings attended, then the survey request will only be sent to customers who have attended that number of bookings.
- If you're looking for more advanced options, consider using a custom condition which would allow you to send the survey just to certain event type groups or for a certain instructor. Email email@example.com if you need guidance on using custom conditions.
- Add an action to send survey request
- You can set a subject line
- Decide how many customers the survey will be sent to. You could send to 100% of customers or decide to send to a randomised set of 50% of customers.
- Then add the contents of the email that will be sent. Make sure you add the email contents using HTML. Read our guide here if you're not sure about how to do this.
- Make sure you include a link for customers to click to do the survey. If you have surveys embedded on your website, you can include the link off to your website otherwise you can use the CodexFit hosted survey URL which will generate a page automatically on CodexFit for your survey.
- Finally, decide if this survey will have a limit in how many times it's sent or if you want to be sent to customers for as many events as they attend.
- Then enable and click create
We'd suggest you book into a class and attend it to test you're happy with how your email looks and that the survey is all working as you'd like.
Get Survey Results
You can both get all survey results in reports or you can click to view each survey and see both all requests and anyone who has replied.
To see all requests sent along with individual replies, go to where you created the survey earlier and then click on the eye icon to view the survey. Below the survey questions you'll see requests and any customer who has completed it will show their replies.
Alternatively, if you want to get the reports to review either summaries or individual replies, then please see reports.
There are three new reports to help you understand survey feedback:
- Surveys: Overview - this shows you a summary of all surveys you've created including how many customers have been sent the survey and the response rate
- Surveys: Single Survey Summary - this shows you a summary of all the responses for a specific survey. It's helpful to give you a snapshot view, for instance, of the average rating of the event if you used a range slider
- Surveys: Single Survey Detail - this will give you a row per response with what the customer replied with. This report is more useful if you want to do your own analysis of the data so you can calculate your own averages or extract any free text
In the Surveys: Single Survey Detail, you do have the option to include the customer's details. Please note, this means you are not seeing the data in an anonymised way and you may want to communicate this with customers.