Help guide: Quick start guide to using Customer Thermometer
Video guide: Embedded Thermometer overview
Resource: Our full list of 3rd party integrations
Where can I get more information about integrating Customer Thermometer with my other applications?
We integrate with most major cloud applications including Salesforce, Zendesk, Desk.com, MailChimp and many more. For each integration there are full instructions and a video demo via links on our integrations page
I am using your Outlook footer integration, why can’t I sometimes see who the respondents are?
This is a limitation of Microsoft Outlook (and Gmail) signatures. They do not allow footers to be “dynamic” and therefore it’s not possible for email recipient information to be passed through to us.
It’s not all bad news – users are able to prompt respondents for their email address on their Landing pages (optional). This will ensure a good proportion of responses are identifiable. Email addresses will be added against the response, if a respondent provides that information. Sender information (if set up correctly) will always be captured.
For many businesses, it is still valuable to have an overall view of satisfaction with responses being sent by different agents or staff members. And of course, you can still generate reports and league tables highlighting best performing staff/teams.
In addition, you can also capture comments on Landing pages and edit the prompt to encourage respondents to leave their email address or number if they are unhappy.
If you are interested in identifying all Outlook recipients, find out more about our Exclaimer partnership.
Can I add additional descriptive words around the Embedded icons?
Yes, of course.
You can set up your buttons – similar to the layout below using your Embedded Thermometer set up screen. Note you can reverse the order too as we’ve shown below. These options are available on your Thermometer set up page.
Note, you can also create and upload your own custom icons.
What is a ‘lockout period’?
This is a length of time that a recipient is blocked from clicking the same Thermometer multiple times.
By default, an Embedded Thermometer can be clicked multiple times by the recipient. This ensures that the Thermometer can be used on multiple tickets, and/or be sent to the recipient multiple times if appropriate – for example, you may choose to include the Thermometer on every email/ticket reply sent to the recipient, in order to track satisfaction throughout the customer journey.
However, there may be instances where you want to prevent multiple clicks. For example, if you only send the Thermometer after a ticket is closed, the recipient would only need to submit one rating. Or you may simply want to temporarily prevent people from submitting lots of ‘emotional’ responses, which could otherwise skew your results.
To give you this flexibility, we offer the option of setting a ‘lockout period’. It prevents unwanted additional responses from the same individual, for a specified length of time. Anyone attempting to submit another response during the lockout period will see a page informing them that the survey is now closed. It therefore needs to be used carefully, as you are essentially stopping your recipients from giving you feedback when they want to.
How the lockout works
The lockout uses the contents of the Email Address field to determine whether the person has already submitted a response.
In addition to this, Zendesk, Desk.com, Kayako and ServiceNow Thermometers also use the ‘Custom 1’ field, in combination with the Email Address field. The ‘Custom 1’ field in these Thermometers is set to contain the Ticket, or Case ID – so this means that the same recipient can click another survey if it’s been generated from a different ticket, even within the lockout period.
If a lockout period is enabled on a Thermometer receiving anonymous results (Outlook / Gmail Thermometer), you will find that all further responses are blocked for the duration of the lockout period. This is because the contents of the email field will all ‘look’ the same, leading the lockout system to believe they are all the same person. We don’t recommend using a lockout at all unless you are sure that the feedback is 100% identifiable.