START HERE —->>> Help guide: Quick start guide to using Customer Thermometer

Video guide: Start here with “getting started” video tour of the service

Examples: Take a look at our sample text – inspiration for your first Email Thermometer

Video guide: 3 minute overview of all of our features

FAQs

How do I upgrade or downgrade my account level?

Simply head into “Account” (or “Upgrade if you have a Trial account) on the top navigation bar.

Choose the plan you wish to move to. Follow the on screen instructions to enter your credit card details.

The old payment plan you were on will automatically be cancelled and the new one set up and an invoice will be available to you for immediate download.

Video guide: Creating Email Thermometers

Video and help guide: How to avoid the Outlook image filter

Help guide: Quick start guide to using Customer Thermometer

Example: Take a look at our sample text – inspiration for your first Email Thermometer

FAQs

How do I change the name of a Thermometer?

Head into “Manage Thermometers” and find the name of the Thermometer you want. Click “edit’ on the right hand side, and rename the Thermometer at the top of the page. Click “save” when you’re done.

How can I add a footer / disclaimer to all my email Blasts?

Head into “Settings” on the top right hand navigation, click the “Footer settings” tab.

Add in your corporate footer/disclaimer/hyperlinks and click ‘save’.

This footer will be automatically attached to all Email Thermometers sent from your account.

Please note this works only for Email Thermometers. For Embedded Thermometers, please use the native footer settings in the app you’re sending from, or customize the Thermometer itself.

Can I just use links in my Thermometers (and no images)

You can – by using our Outlook HTML template, designed to beat the Outlook image blocker. Find out how to use it here.

I want to use my own icons instead of yours, can I?

Yes, absolutely.

Click  “Manage Thermometers” and either make a new Thermometer or edit an existing one. Scroll down to the icons library and at the end of that section, click “Click to add custom icons”.

Here you can upload your own set and give them a name. They need to be 106px wide by 65px tall.

You can manage your icon sets within your settings area.

Can I ask more than one question?

You can only ask one question initially using Customer Thermometer.

Our philosophy is that, to retain customers, you are better asking one question and getting a good response, rather than asking 20 questions and getting very little response.

More on our approach and why it works is available here.

It is possible to ask a second question, after the initial one has been responded to. Details are here.

Can I add an attachment to the email?

For safety and security purposes you cannot add attachments.

Can I trigger an Email Thermometer via a 3rd party application?

Yes – using our API.

Help guide: Quick start guide to using Customer Thermometer

Video guide: Embedded Thermometer overview

Resource: Our full list of 3rd party integrations

FAQs

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.

Thank you or Landing pages are the pages your recipients see after they have made a click. There are four for each Thermometer – one per rating type.

FAQs

How do I customize the Landing pages recipients see once they’ve clicked a response?

It’s important to customize Landing pages before you send your first Thermometer to make your recipients’ experience as relevant as possible.

To edit the Landing pages, head into “Manage Thermometers” and pick the Thermometer template you wish to customize. You’ll notice two tabs at the top – the second is called “Landing page setup.” Click this to edit and preview all aspects of your landing page. Click “save” when done.

Can I prompt for comments, once a recipient has clicked a response?

You can prompt recipients for a comment after their rating, if you wish. Comments are always optional.

Ratings are stored regardless of whether a comment is left.

You can enable comments per Landing page type. So for example, you might want to encourage negative comments only – in which case, enable comments on Yellow and Red Landing pages.

To enable comments, head to your Thermometer’s Landing page setup tab and scroll down the page to section iii) Comments setup and follow the instructions.

Note you can also customize the submit button and the message shown back to the recipient following comment submission.

Can I ask people to post feedback to social networks?

Yes, the Landing page set up area offers you the ability to add social links to all the popular social networks (specific per ratings page) or any niche ones for your industry via custom social icons.

Add these icons and links by scrolling to the “Social media buttons” area on your Thermometer’s Landing page setup tab. Add in your company’s social links and click save at the bottom of the page. You can add bespoke icons via that screen and manage them via your settings area.

To add a link which causes Twitter to share a specific URL, use the following link:

https://twitter.com/share?url=http://ADD-URL-HERE

To add a link which causes Twitter to share a specific piece of text, use the following link:

https://twitter.com/intent/tweet?text=Add%20your%20text%20here

Can I send people to my own hosted Landing pages?

No.

Landing pages capture both the click and the comment, as well as generating the alerts, and so it’s not possible to send respondents anywhere other than our Landing pages in the first instance.

However please note that (a) Landing pages are customizable by rating. So if a customer clicks a red light, you can show them a different page and message to if they click a Gold star. And (b) you can add hyperlinks and hyperlinked images to the Landing pages to encourage customers to visit your site or social pages.

Video guide: Adding lists and contacts manually

Video guide: Managing master lists

Video guide: Managing lists with CSV files

Video guide: Using Customer Thermometer with ServiceCEO

FAQ

How do I change the name of a List?

Head into “Manage Lists” and find the name of the List you want. Click “edit’ on the right hand side, and rename the list at the top of the page. Click “save”.

Video guide: Sending Blasts

Video guide: Reminder blasts

Video guide: Using Customer Thermometer to follow up an event

Video guide: Why one question is all you need!

Video guide: How to avoid the Outlook image filter

FAQ

How do I add a footer or disclaimer to all my Email Blasts?

Head into “Settings” on the top right hand navigation, click the “Footer settings” tab.

Add in your corporate footer/disclaimer/hyperlinks and click ‘save’.

This footer will be automatically attached to all Email Thermometers sent from your account.

Please note this works only for Email Thermometers. For Embedded Thermometers, please use the native footer settings in the app you’re sending from, or customize the Thermometer itself.

How can I remind survey recipients who haven’t yet responded?

48 hours after you have sent a Blast, a red “remind” button will appear on the right hand side of that Blast name in the reporting area. Once it appears, you can click it to remind all the survey recipients who haven’t yet responded to you.

You will have an option to customize the subject line and remove people from the list of recipients.

The button disappears 28 days after the original survey was sent. You can only send one reminder. No one likes being hounded for feedback!

How do I delete a Blast?

To delete an entire Blast, head into the reporting area. Find the Blast you want to delete on the main reporting page. You’ll notice each Blast has a red cross on the left hand side. Click that and the Blast (and associated response data) will be deleted, after a confirmation message.

How do I change the name of a Blast?

To change the name of a Blast, head into reporting. Click the name of the Blast you want to edit from the list. You will then see the Blast name in blue at the top of the screen. Click the small grey pencil icon slightly to the right of the Blast name and you’ll be able to edit and save it.

You can add additional information to your contacts when using Email or Embedded Thermometers. This will enable you to send custom alerts, generate League Table reporting or get more insight into trends.

Help guide: Using custom fields

FAQ

Can I name custom fields across my account’s reporting?

At present, not across your entire account. This may change in the future.

Email response alert labels and comment alert labels can be customized however – so that when emails are received by colleagues, rather than showing Custom 1: Suzi Sanchez, the line can read: Account Manager: Suzi Sanchez.

To customize these labels, head into your settings area, and click on the “Custom field labels” tab. From there, you can change the labels.

Don’t forget to click save.

Video guide: How to measure NPS using Customer Thermometer

Video guide: Reporting overview

Video guide: How to publish live results to your Facebook page (scroll to the bottom of the linked page)

Help guide: Realtime results widgets

Definition: What is the Temperature Rating?

FAQ

How do I delete a response?

To delete a response, head into the reporting area. Find the Blast your response was contained in, and click into it. Each response has a red cross on the left hand side. Click that and the response will be deleted.

How do I delete a Blast?

To delete a whole Blast, head into the reporting area. Find the Blast you want to delete on the main reporting page. You’ll notice each Blast has a red cross on the left hand side. Click that and the Blast (and associated response data) will be deleted.

How do I moderate comments?

If you are looking to publish comments via our comment widget, you may wish to moderate comments which perhaps contain sensitive or derogatory information. By default, all comments will be displayed.

To enable moderation, head into settings and click on the comment moderation tab.

From there, you have three options…

• No moderation
• Moderation on – hide all comments by default (until you enable each one)
• Moderation on – show all comments by default (you are free to hide each one).

Note that any changes made to this setting will only apply going forwards. Comments with a public/private status will not be changed retrospectively.

I’m using your widget to publish my customer comments, can I remove a comment from public view?

Yes, providing moderation is enabled.

Head into reporting, and find the comment by clicking into the Blast and finding the person who made the comment. Click the comment itself and a box will appear with a toggle slider that makes the comment either visible or invisible to the widget.

You can also do this by accessing all comments using the comment tab in the reporting area.

How do I see all responses ever from a single Thermometer?

Simply head into “Reporting” and click the chart icon on the far right hand side of the Thermometer you’re interested in. This will take you to a page where you can adjust the date range and then generate a full report on all responses ever received for that Thermometer.

I want to use the League Table report, how do I do it?

League Table reporting allow you to generate a report rating data associated with your Blasts.

So if you enter the team who look after a specific customer into the Custom_1 field, you will be able to display a League table on team performance by reporting on Custom_1. To see a video of this in action, click here.

You can also create League Tables around Customer data – email / first name / surname / company.

You are also able to rank by the data label you choose – ie # of Gold stars / Temperature rating etc.

Help guide: Setting up mobile alerts

FAQ

How can I have email alerts sent when recipients click a response?

You can set up alerts to be sent to one person (or multiple people) on a per Thermometer basis. You can also  use custom fields to route alerts to different people depending on which recipient clicked a response. Full detail on this is available in this help video.

To turn ratings alerts on, simply go to “Manage Thermometers” edit the Thermometer and scroll down towards the end of the page. Here you’ll see an area called “Email alert notifications”. Enter the email address(es) you want alerts to be sent to and select the ratings types you would like to receive alerts for.

To add multiple email addresses – separate them by commas.

Leave the email field blank to disable alerts for that specific Thermometer.

How can I get sent email alerts when a recipient leaves a comment?

You can be emailed an alert, each time a recipient leaves a comment.

Turn these alerts on by heading into “Manage Thermometers” and pick the Thermometer you want to edit. You’ll notice two tabs at the top, the second is called “Landing page setup.” Click this and scroll down to “iii) Comments setup”.

Enable comments for each ratings page you would like and add in the email address(es) you want to be alerted once a comment has been submitted.

To add multiple email addresses – separate them by commas.

How do alerts work for Outlook / Gmail signatures?

• If email capture is NOT enabled, then alerts WILL come through for all responses.
• If email capture IS enabled, then alerts will only come through if an email address is entered on the landing page.
• If comments are enabled, then alerts will come through for all comments, regardless of whether an email was entered.

How do I get sent iOS or Android alerts?

Head into “Settings” on the toolbar, click the iOS/Android notifications tab. Full detail on setting up these alerts is available in the help guide above.

FAQ

How can I delete a Timed Blast from my account?

If you realise you’ve made an error or simply change your mind, you can easily delete a Blast which is set to be sent at a specific time.

Visit your reporting section and click on the Pending Blasts tab. Once inside, you’ll see all Blasts queued to leave at certain times. Click the corresponding red cross to the right of the Blast, confirm the message, and the Blast will no longer be sent.

Credits will be refunded back into your account.

How can I delete responses or entire Blasts from my account?

Article: How to delete responses from your account

FAQs

How do credits work?

Sending an Email Thermometer uses one credit… so if you send a Blast to 20 recipients, you will use 20 credits from your monthly plan.

Receiving a response from an Embedded Thermometer uses one credit… so let’s say your helpesk application sends 100 support emails with our buttons embedded in your footer and you receive 60 ratings, you will use 60 credits. You will not use credits sending Embedded Thermometers.

Credits will be applied to your account on a monthly basis at the moment you are billed.

The number of credits applied will depend on your subscription level.

What if I don’t use my credits every month? Do they roll over?

Credits do rollover each month up to a maximum of twice your subscription level.

So if you have a 200 credits/month subscription and use 150 in a month – the following month you would have 250 credits to use in your account.

How do I upgrade or downgrade my plan?

Simply head into “Account” on the top menu. Your credit card details are already stored securely and so simply select the plan you’d like to select and click “Change my plan!” Your invoice will be immediately available to you inside the Invoice tab. Your account and all its data will remain the same.

How do I move from a trial to a paid plan?

Simply head into “Upgrade” on the top menu. Enter your credit card and billing details and then select the plan you’d like to select and click “Change my plan!”. Your invoice will be immediately available to you inside the Invoice tab.

Will I be charged VAT?

If you are outside of the EU, no VAT will ever be applied. The prices you see on our pricing page are the prices you will be charged.

Customer Thermometer Ltd is VAT registered in the UK and to comply with the new EU VAT regulations, we are legally obliged to apply VAT to our invoices at the prevailing rate of the country of the purchaser.

For all EU-based users (except those in the UK): If you supply your VAT number at the time of purchase, via the “Update Details” screen (we will automatically add it where we have it) no VAT will be applied to each monthly invoice. If no VAT number is supplied – VAT will automatically be added.

For all UK users – regardless of your VAT status, we will apply VAT to your invoice.

Whilst we bill in US$, the VAT amount will be shown on each invoice, in your local currency.

Can I keep my account open without being charged?

We appreciate that you don’t always need to send Thermometers at certain times of the year and so would rather not pay for a plan.

In order for us to keep your data safe and for you to use up credits stored in your account, you can select our “At the Beach” plan. For $9/month you can maintain your data and then upgrade to receive new credits in the future.

Customer Thermometer staff do not have access to passwords. They are encrypted within our database and as a result the team is unable to supply or change them.

Note that if you enter your password incorrectly multiple times, you’ll notice you will need to wait longer and longer to login to your account. This is a security measure to stop automated systems from trying to log into accounts. If the time delay becomes too long for you – we would suggest you reset your password, using the steps below.

If you have forgotten your password or just need to change it – follow the instructions below:

1) Visit the log in page to the app. (NOTE YOU NEED TO BE LOGGED OUT OF THE APP TO SEE THIS)

2) Click on the reset password link:

3) Enter your username (an email address) on the following screen.

4) You will then be sent a reset link via email.

5) Click the link and then follow the prompt to enter a new password (twice).

6) Your password is then reset and you’ll be able to login straight away.

NOTE: To change your username, drop the friendly customer support team a line using the contact form below.