Unlock the power of surveys to help build brand loyalty. In this article, we will guide you through creating and managing your Surveys, covering survey distribution, Google review re-direct, sending redeemables, and more.
Create a survey
View overview of survey settings
Toggle surveys ON and OFF
Google Review Redirect Status
"Sent for" Column
"Post-Survey Redeemable" Column
View settings of a specific survey
Edit survey distribution
Edit Google review integration
Reminder settings
Feedback settings
Administrative settings
Video Tutorial on Creating Surveys
How to create Surveys? (First-time users)
Not sure where to start? Don’t worry - creating your first survey is simple. Just follow the onboarding flow in the Surveys tab in UD21 and it’s done!
Create a survey
Log into your OMS dashboard.
Navigate to Engage > Surveys.
Click on the + Set Up Survey button to initiate the survey creation process.
In step 1 of 4, select the stores you want to enable surveys for and click Next: Distribution.
In step 2 of 4, select when to send your surveys from the options below:
Click Next: Rewards.
In step 3 of 4, you can toggle on or off the option to offer redeemables after survey completion. If you toggle it on, you can select when to give a redeemable from the options below:
Click Continue And Set Live.
Your first survey is now ready! In the last step, a summary of the survey you have setup as well as tips will then be displayed.
These tips include more features you can set to optimize your surveys such as:
Getting notification emails for low survey ratings
Re-directing high survey ratings to give you a Google Review
Issuing redeemables based on their rating and response
If you want to make changes to your survey settings later on or find out how to do the things mentioned above, you can easily configure it in the next section: How to manage your Survey settings.
Video Tutorial on Managing Surveys
How to manage your Survey Settings?
To optimize the impact of your surveys, configure them to your needs with all the necessary settings.
Manage General Survey Settings of All Surveys
To perform the following actions, ensure you have created your initial survey with the onboarding flow in the first section: How to create Surveys.
View Overview of Survey Settings
Log into your OMS dashboard.
Navigate to Engage > Surveys.
Click on Manage Store Surveys.
Here, you can view all the stores and their survey settings with the following features:
Let's dive into what you can do and see in this overview!
How do I turn my surveys ON and OFF?
How do I turn my surveys ON and OFF?
Select the store whose survey you want to enable or disable using the toggle on its row.
What does the Google logo mean?
What does the Google logo mean?
That's the Google Review Redirect Status! A Google logo can be seen next to each store name. It can be displayed as the following:
You can better understand how to setup this feature here: Edit Google review integration.
What is under the "Sent for" Column?
What is under the "Sent for" Column?
This column indicates all the services the surveys are sent after completion respective to each store which are:
Online Order
Reservation
Redeemable
Loyalty Programme
None
Surveys are only sent after services that are bolded in this column. You can better understand what each option entails here.
What is under the "Post-Survey Redeemable" Column?
What is under the "Post-Survey Redeemable" Column?
This column indicates the condition in which post-survey redeemables are issued which are:
5 star and above
4 star and above
Completion Reward
Redeemables are issued regardless of how many stars a customer indicates on a survey.
Disabled
You can better understand what each option is and when to use them here.
Manage Specific Survey Settings of an Individual Survey
To perform the following actions, ensure you have created your initial survey with the onboarding flow in the first section: How to create Surveys.
View Settings of a Specific Survey
Log into your OMS dashboard.
Navigate to Engage > Surveys.
Click on Manage Store Surveys.
Click on the row of the specific survey you want to manage.
Now, let's look into how to optimize your surveys for what you need!
How do I automate when to send my surveys and offer incentives for my customers to do them?
How do I automate when to send my surveys and offer incentives for my customers to do them?
Simply select the services your customers need to complete before they receive a survey by configuring your survey distribution settings!
Under Survey Distribution, you can:
Select from the following options to send your survey:
Delivery & Takeaway
Reservation
Redeemable
Loyalty Programme
You can better understand what each option entails here.
Toggle Build Advocacy and Loyalty ON or OFF
You can toggle on or off the option to offer redeemables after survey completion. If you toggle it on, you can select when to give a redeemable from the options below:
Every time a customer completes a survey
When a customer gives a 5-star rating
When a customer gives a 4-star rating and above
You can better understand what each option is and when to use them here.
Select the redeemable that will be issued after survey completion.
Configure the notification message sent to customers to inform them about their redeemables by:
Clicking on Configure Email Message to edit the notification message sent via email.
Clicking on Configure SMS Message to edit the notification message sent via email.
Edit the Redeemable Campaign Unavailable Message. This message will be displayed to your customers when they have completed the form but are unable to receive the redeemables.
Toggle whether you want to send surveys via SMS.
Do note that you will need to subscribe to our SMS plan. Contact your AM to find out more about the pricing. This plan is beneficial if you want to maximize outreach and receive as many survey responses as possible!
Click on Save Changes.
Please press Save Changes to confirm any updates to the survey distribution. Remember to do the same for any other settings you edit below.
🌟 Tip: For step 1b, it is best to set the redeemable to have a claim limit of “Only once” with unlimited issuance and redemption! This ensures customers only get rewarded on their first survey completion!
⚠️ Please press Save Changes to confirm any updates to the survey distribution. Remember to do the same for any other settings you edit below.
How do I boost my Google reviews?
How do I boost my Google reviews?
Having numerous Google reviews is crucial for a restaurant's success. Simply enable our Google review re-direct to increase your Google reviews!
Under Google Review Integration, you can enable Google review re-direct by:
Selecting from the overall survey rating options to redirect customers to leave a Google review:
Including a valid Google review link.
You can find out how to get your store’s Google review link here.
Click on Save Changes.
How do I increase the chances of my customers doing my surveys?
How do I increase the chances of my customers doing my surveys?
To increase the likelihood of customers completing your survey, sometimes a simple reminder is all they need! Set up a reminder email in the reminder settings.
Under Additional Settings > Reminder and Feedback Settings > Set a reminder, you can:
Toggle on or off to send a reminder email for customers to complete their surveys.
If toggled on, reminder emails will now be sent to customers two days after they receive the survey, if they haven't yet completed it.
Include the Reminder Email Subject Title.
Click on Save Changes.
How do I easily find out why customers are leaving low ratings?
How do I easily find out why customers are leaving low ratings?
Wondering why customers give your restaurant low ratings in specific categories like food or service? Invite them to share additional feedback when their survey responses fall below your standards.
Under Additional Settings > Reminder and Feedback Settings > Ask for additional feedback for every low rating, you can select from the following options to prompt customers for additional feedback:
Click on Save Changes.
You can view
You will be able to view the additional feedback given by your customers in the Survey Feedback page. To find out more about survey feedback, do take a look at our next article: How to manage your survey feedback and view analytics?
How can I stay notified when customers leave low ratings?
How can I stay notified when customers leave low ratings?
Want to stay on top of customer feedback? Ensure the right team members receive email notifications whenever customers submit low-rated surveys. (Coming Soon!)
Under Additional Settings > Administrative Settings, you can:
Click on + Add Recipients.
Add an email address of a team member to receive email notifications.
To include more team members, click on + Add more and add their email address.
You can toggle on and off four types of email notifications:
Click on Save.
Once you have setup recipients to receive email notifications, you can view all of them in a table and do the following:
Toggle on and off the email notification types received by the recipients via the checkboxes.
Click the Trashcan icon to delete any recipient from receiving any further email notifications.
Click on Save Changes to confirm any updates on the email notifications types received by the recipients.
FAQ
Can I customize the survey questions and order?
Can I customize the survey questions and order?
No, the merchant is unable to customize their questions and the order of questions for the current version. In the future, we can offer some sort of customization but that is subject to the demand and need for customization.