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.
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”.
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.
Step 3) Time to set up a Thermometer
Be as creative as you can
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.
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:
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: