Customer Thermometer quick start guide

5 steps to satisfaction heaven with a 5-minute read

Step 1) Understand the basics

How does it work?

Customer Thermometer lets you ask recipients for feedback from any type of email you send by clicking a single icon.

You can send them to your customers, contacts, partners or staff to ask what they think of something in real time.

Ask 1 question and provide 4 possible responses – ensuring recipients are either happy or disappointed so that you can take action.

The moment a recipient clicks or taps an icon, their feedback is registered. There is no additional “click to answer a survey” step.

There are three ways to ask for feedback:

You can use all types of survey from a single account.

Add 1-click satisfaction surveys to your helpdesk and CRM tools

Embed buttons into 3rd party tools.
Great for transactional processes
such as support or delivery feedback.

Quickstart Embedded Thermometer example

1-click Email signatures for Outlook or Gmail

Add buttons to your email signatures.
Great for regular feedback
without centralized systems.

1-click Email surveys to your contact lists

Send directly to your recipients.
Great for regular pulse polling,
internally or externally.

What happens after a recipient
clicks (or taps) a response?

As soon as the recipient clicks or taps an icon, their response is recorded within your account and they’re taken to a brandable, customizable Landing Page. This page acknowledges their response and allows them to leave a comment (if you wish).

Comments are optional for the recipient and will be appended to the response, if provided.

There are 4 landing pages (one for each possible rating) for each Thermometer. Each one can be customized when you set up your Thermometer.

You can also choose to receive email alerts for certain types of response and/or for comments.

Landing page example

How do I set up and start sending Thermometers?

Section 3, below, gives you the detail. Here’s the overview.

You can set up each survey type within the Manage Thermometers area. This is a one-time setup and you can come back to edit the settings any time you wish.

There are two elements to the setup – firstly creation of the Thermometer itself, and secondly the Landing Pages. How you then implement the survey will depend on the Thermometer type you’re using:

For an Embedded Thermometer, a snippet of HTML code will be generated for you to paste that into your 3rd party’s email template area – perhaps replacing a “click here to answer a survey” link.

For an Outlook signature Thermometer, you’ll be provided with a set of icons and links to add to the Outlook signature.

For an Email Thermometer, you would simply create a List of contacts in your Customer Thermometer account and send out your “Blast”.

What is a Blast?

Each Thermometer’s responses feed into its own “Blast” within your reporting area – so you can separate out the feedback.

Think of them as buckets or envelopes which hold specific sets of responses

They are automatically created when an Embedded Thermometer is generated OR an Email Thermometer Blast is sent.

We also call the process of sending Email Thermometers “sending a Blast”.

Step 2) Start with the end in mind

Software is the easy bit.

That’s definitely true with Customer Thermometer.

Before you dive in to set up a Thermometer,
think hard about what you’re trying to fix, measure or report on.

Focus is good when it comes to feedback.

Talk things through with your team

Customer Thermometer can be used in so many different ways. Start small would be our advice.

Measure one area of your business and do that well. It’s easy to roll out the service to other depts.

Think about how you might tackle feedback when it comes in.

How will you respond to negative feedback?

How will you involve and incentivise your teams?

Looking for inspiration? You might want to take a look at our playbook ———>

When you know what you’re looking to tackle – then dive on in.

THE Customer satisfaction playbook

Step 3) Time to set up a Thermometer

Be as creative as you can

Thermometers are individual survey templates within your account

Head into the Manage Thermometers area (1) and choose between the Email or Embedded tab (2).

You can set up as many Thermometers as you wish, and archive any that you no longer need.

Outlook signatures can be created under the Embedded Tab:

Next, create a new Thermometer (3).

Follow all the help prompts on the right hand side of each section. They should answer most of your questions:

Many of the default settings could work for your requirements, however do make sure you customize as much as you can.

If you’d like to be taken through this process in a video demo – our co-founder, Mark does a pretty good job. Click a button below.

Click below for Email Thermometer setup:

Click below for Embedded and Outlook / Gmail Thermometer setup:

How to get great response rates

Your response rate will depend on how you set up your Thermometer.

Don’t forget to make your Thermometer engaging. Make it relevant. Make it specific. Make it fun.

Make sure the question you are asking gets to the heart of the issue you’re looking to measure.

Make your icons work for you. Choose from our library or create your own icons perhaps? Make your customers smile and want to click them.

Timing

The best way to get feedback is to ensure you ask for it in a timely fashion.

If you’re looking to get feedback after a transaction, make it as close to that transaction as possible.

If you’re in a services business, why not poll customers once / month. Don’t survey once a year – it’s a pointless exercise.

Asking one question

With Customer Thermometer, you ask one question at a time. This ensures you get the most feedback possible. Prompting for comments allows additional information to be gathered too – with little effort on your recipient’s behalf.

We allow up to four possible responses (Why? – for good reason), which forces recipients to be either Happy or Disappointed.

Step 4) Let’s get some feedback

With your first Thermometer template created, it’s time to test it out.

Embedded Thermometers

We work with dozens of different 3rd party apps. The service is incredibly flexible. To get specific help about where and how to insert your HTML snippet, it’s best you head to the relevant integration help page.

If yours isn’t listed – get in touch. The chances are, we can still hook into it. We can do this quickly for you too.

Whichever 3rd party helpdesk / PSA / CRM system you use – the principle is the same. There’s a ConnectWise example below.

Firstly, you generate a snippet of HTML code. Secondly, that code is pasted into an email template inside your 3rd party app:

What might the Embedded Thermometer look like when it’s generated?

Your Embedded Thermometer will look something like this (it happens to be a Zendesk Thermometer):

How do they work?

We merge variables from email templates in your 3rd party app into our tracking links, to provide identifiable tracking information which is then stored in your Customer Thermometer account. Each app is slightly different and so there’s different instructions and possibilities.

It’s simple – no developers are needed – and if you have admin rights to your 3rd party, you’ll be able to make this work (we can help too).

Outlook / Gmail signature Thermometers

When you create your Embedded Thermometer, ensure you choose Outlook Signature (or Gmail) from the first drop-down menu:

Follow the instructions to create your Thermometer and then click the “Generate embed code” button.

Once you’ve created your Thermometer, you can grab your icons and links and add them into your signature.

You can find a walk through here:

Either make it your default signature or do what many customers do and switch in a signature survey for relevant emails.

Note that our Thermometers will work with Mac Mail, Office for Mac, Lotus Notes, Gmail and all versions of Outlook.

Here’s an example:

Email Thermometers

Once your Thermometer template has been created, to send Email Thermometers out of your account, you need to upload your first List.

This might be a List of your regular customers, your key accounts, or all of the customers who bought something from you that week. Some of our users send Blasts on a customer-by-customer basis. Some send Blasts to their entire customer base.

How you choose to do it is up to you. Remember that the app provides specific reports for each Blast you send.

You can type your List in by hand, or upload a List directly into the app.

To upload a List, you’ll need to create a CSV file. If you don’t know how to do this, you can download an example from our website on the “create a list” page. You can create and edit a CSV file in Excel (make sure you save it with a .csv file extension).

You can upload, create and save as many Lists as you want so that you can come back and reuse them at any time.

Once you’ve uploaded your List of contacts – click the “Send a Blast” button on the main menu. Then simply select your Thermometer template, and your List.

You can send it out immediately, or time it for the future.

You get a chance to preview the final Thermometer again before you send it, as well as the option to send a test to yourself.

Once completed and sent – it will look something like this:

1-click Email Thermometer example

Step 5) Respond and review

Now comes the exciting bit.

Take a look at your real-time reporting

When you log into your account – the first dashboard you see is your aggregated reporting, which brings together all responses from all Thermometers, according to the date range you set.

To see full breakdowns for every Blast, including individual responses and comments, simply click the “Reporting” button on the main menu at the top.

For every Embedded Thermometer you create, there is a separate reporting line available within the Reporting section.

For every Email Blast you send, there is a separate reporting line available within the Reporting section.

In addition, there are reports which span all responses for you to view, including League tables, comment analysis, target setting and monitoring, trend analysis and exporting capability.

Get the complete tour of our reporting below:

Customer Thermometer satisfaction dashboard example

It’s all about the follow up

This is where it gets really exciting. You’ve asked for feedback in the best way possible – it’s easy on the customer – so you’ll expect to see a lot of it rolling in.

How you react and respond to feedback is the really important part.

Involve everyone. Respond to disappointed customers immediately, reward high performing staff, coach those in need. Put feedback at the heart of your business and see the different it makes.

And finally!

When you’re ready to get your first pieces of feedback coming in, it’s then time to upgrade to a paid plan.

Our plans come with a monthly quota of credits, which are used as follows:

Embedded Thermometers use 1 credit for every response received.

Email Thermometers use 1 credit for every email you send the Thermometer to.

Visit your Account or Upgrade area on the top menu and enter your details – then choose the plan that’s right for you.

Remember, you can upgrade or downgrade at any time – there are no minimum terms.

If you need more help, test out our Ministry of Magic team’s awesome support skills using the form below.

You could also check out some of our articles on embedding the service into your business.

We hope the service gets you some amazing results, just as it has for so many of our 1000’s of users around the world.

We’ve been helping customers to get started for 6 years.
If you need more help, get in touch below.

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