Send first question in the invitation email

Overview

In VoC Feedback 5.5 it is now possible to allow the customer to respond to first question directly through the invitation email.

For example, you have a survey with an NPS question as the first question. Instead of linking to the survey itself, you can visually recreate the NPS scale of the question in the invitation email and then link each value of the scale to a special link. Then a click on each segment, for example, 2 will tell VoC Feedback survey answering system to set value 2 as a response to the first question and then show the customer next (second or other depending on the survey question flow) question on the survey page.

Currently only scalable and configurable types of questions are supported. Configurable questions with "Is Multichoice" or "Is Open" option are not supported.

In case the email invitation is configured incorrectly (e.g. points to a non-existent answer or an incorrect one) the survey answering system will display first question of the survey on the survey page and will allow the customer to respond as usual. This is a fallback behavior to make sure all responses are collected.

Survey setup

Set up a survey so that the first question is a scalable question or a configurable question with a set of values. Please note that configurable questions with "Is Multichoice" or "Is Open" option are not supported.

Examples:

Scalable question 0-10 with a step of 1: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Scalable question 0-100 with a step of 10: 0, 10, 20, 30, 40, 50, 60, 70, 80, 90, 100

Scalable question 1-7 with a step of 1: 1, 2, 3, 4, 5, 6, 7

Configurable question with a set of answers: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Configurable question with a set of answers: Yes, No, Other

Configurable question with a set of answers: Very Bad, Bad, Average, Good, Very Good

Email invitation setup

You will need to edit the layout of your email invitation to include the representation of a scale into it. This can be done by using separate images which will then be linked to individual answers or by using HTML/CSS code and dividing each answer into a separate element which will then be linked to individual answers.

Currently the link to a survey is included into the email invitation by using {{questionnaire.direct_url}} placeholder.

In order to link to an individual answer of the survey please use the following syntax:

{{questionnaire.direct_url}}?answer=7

where {{questionnaire.direct_url}} is the same placeholder and ?answer=7 is the parameter which in this case tells the survey answering system to use the value 7 as a response to the first question in the survey. Please note that if an incorrect response value is given in ?answer= parameter then the survey answering system will show first question of the survey.

Example:

Let's assume you have a NPS question (0-10) in the survey as your first question.

Let's also assume you have a series of images with segments for each response: 0.png, 1.png, 2.png, etc which are used in the email invitation layout.

You then need to link each individual image to the corresponding response in the code like this:

<...>
<a href="{{questionnaire.direct_url}}?answer=0"><img src="https://example.org/path_to_image/0.png"></a>
<a href="{{questionnaire.direct_url}}?answer=1"><img src="https://example.org/path_to_image/1.png"></a>
<...>
<a href="{{questionnaire.direct_url}}?answer=9"><img src="https://example.org/path_to_image/9.png"></a>
<a href="{{questionnaire.direct_url}}?answer=10"><img src="https://example.org/path_to_image/10.png"></a>
<...>

For more information on how to modify your email invitation layout please contact the design department of your company.

Important note: for DIGI channel the configuration StepByStep must be set to Yes. Otherwise, the customer won't be able to start the survey from email invitation.

The value for part "answer=" must be either a number or English alphabet based word or symbol.