How to ask a second question using Customer Thermometer

Today (1 Feb 2017) sees a small, but powerful update, (driven by customer demand) which will enable recipient data to be captured when asking 2 separate questions – the first one via email as ever, the second on the Landing page they see, following an initial response:

2nd question part 2

Asking 2 survey questions – an overview

For the last 6 years, our customers (and theirs) have loved the simplicity of asking one question, getting a huge response rate and a ton of verbatim feedback via comments submitted on landing pages. This has been what we’ve built our business on and we will never lose focus on that simplicity.

We firmly believe that the 20 question survey is irrelevant in the majority of situations today.

That said, we do sometimes get asked whether it’s possible to ask a 2nd question, following that initial response.

Well, it is…

In this post, we’ll explain what’s possible and how to make it happen. It will differ, depending on whether you use Email Thermometers or Embedded Thermometers – so read the section below, most relevant to your situation.

Using an Embedded Thermometer to ask Question 1

If you use an Embedded Thermometer to ask the initial question, perhaps using Zendesk or ServiceNow, you will get identifiable feedback for Question 1 as ever… It is also possible to pass on that recipient data, (email, first name, ticket number etc) to the response recorded for Question 2.

Create your Embedded Thermometer is the usual way. You may well already be using one which can be edited… We will come back to the landing page shortly.

Note: If you amend an existing Embedded Thermometer, you DO NOT have to repaste the code into your 3rd party system. Hooray!

Next, create a second Embedded Thermometer. Call it “Question 2 responses” or something similar to identify what you’re asking. Select “Basic Links” as the Thermometer type (it’ll make the link generation nice and simple). You will need to select some icons (but bear in mind they won’t be needed).

Set up the Question 2 Thermometer landing pages as you would do normally. (This will be what your recipients will see, having responded to question 2). We would recommend enabling comments to allow for any additional feedback.

Once you’re happy (and you can still amend the landing pages after implementing) click on the “Generate Embed Code” button.

At this point, fill in the customisable fields as shown below (and continue the format if you go beyond the three shown). You can copy/paste them from the fields below for ease:

Email: [email]

First name: [name]

Last name: [surname]

Company: [company]

Custom 1: [custom_1]

Custom 2: [custom_2]

Custom 3: [custom_3] etc…

 

Click “Generate Hyperlinks” when you’re happy everything has been included. Leave this tab open.

Now head back into your Q1 Thermometer

It would be useful to open your Q1 Thermometer on a separate tab in your browser … head into the “Landing page setup” tab and then go down the page to the iv) Thank you text area.

We recommend disabling comments on this page to keep it as simple as possible.

You can then layout your Question 2 text as you wish – we’ve provided an example below (see next step to add the hyperlinks):

 

Next, highlight the Response time was terrible response and click on the “add hyperlink” button. Head back to your Question 2 Basic Links Thermometer, copy the gold tracking URL you generated and paste it into that hyperlink box.  Your Question 2 Gold response is now linked correctly to your Question 2 Thermometer.

Do the same for the other three responses. An example URL is shown below.

If you want to have Question 2 presented after all responses to Question 1 simply copy and paste the text and links you’ve just added into all of the ‘thank you’ areas. You can also choose to ask Question 2 only after a certain response if you want to. Simply only include the Q2 links on the relevant Landing pages.

You can then trigger your Embedded Thermometer as normal. After a response is made, the recipient will then see Question 2 on their landing page. If they choose to respond – that’s great… if they don’t, Question 1 responses will still be recorded as normal.

You could finish off your landing page by adding an advert image too…

There’s an alternative example below:

2nd question part 2

Your results will be displayed in 2 separate Blast lines (Question 1 and Question 2) within your reporting area, ready for analysis.

Using an Email Thermometer to ask Question 1

If you choose to use an Email Thermometer to ask the initial question, you will get identifiable feedback for both question 1 and question 2.

Create your Email Thermometer in the usual way. We will come back to the landing pages shortly.

Next, create a second Embedded Thermometer. Call it “Question 2” or something similar to identify what you’re asking. Select a “Basic Links” Thermometer as the Thermometer type (it’ll make the link generation nice and simple).

Set up the Question 2 Thermometer landing pages as you would do normally. We would recommend enabling comments to allow for any additional feedback. You will need to select some icons (but bear in mind they won’t be needed).

Once you’re happy (and you can still amend the landing pages after implementing) click on the “Generate Embed Code” button.

To ensure that the recipient data is carried through from Question 1 into the Question 2 responses, fill in the fields available exactly as shown…

 

You can copy/paste them from the fields below for ease:

Email: [email]

First name: [name]

Last name: [surname]

Company: [company]

Custom 1: [custom_1]

Custom 2: [custom_2]

Custom 3: [custom_3] etc…

Click “Generate Hyperlinks” when you’re happy everything has been included. Leave this tab open.

It would be useful to open your Q1 Email Thermometer on a separate tab in your browser … head into the “Landing page setup” tab and then go down the page to the iv) Thank you text area.

We recommend disabling comments on this page to keep it as simple as possible.

You can then layout your Question 2 text as you wish – we’ve provided an example below:

2nd question setup

 

Next, highlight the Gold star – It’s Brilliant! response and click on the “add hyperlink” button. Head back to your Outlook Thermometer, copy the gold tracking URL you generated and paste it into that hyperlink box.  Your Question 2 Gold response is now linked correctly to your Question 2 Thermometer.

Do the same for the other three responses:

Question 2 setup hyperlinks

If you want to have Question 2 presented after all responses to Question 1 simply copy and paste the text and links you’ve just added into all of the ‘thank you’ areas. You can also choose to ask Question 2 only after a certain response if you want to.

You can then send your Email Thermometer as normal. After a response is made the recipient will then see Question 2 on their landing page. If they choose to respond – that’s great… if they don’t, Question 1 responses will still be recorded as normal.

You could finish off your landing page by adding an advert image too…

Here’s an example below:

2nd question part 2

Your results will be displayed in 2 separate Blast lines within your reporting area, ready for analysis.

As ever, if you’ve any questions, don’t hesitate to get in touch!