Email is a channel that has been around for decades now. It’s a digital channel that is used in business, education and for personal use. This makes it an ideal way to gain the feedback from your customers. With email being a friendly and familiar channel, your customer understand this communication method, which makes it a great strategy for collecting feedback during key moments in their customer journey. Using email distribution for your surveys can be a key piece to your customer feedback strategy.
Optimize your feedback engagement by distributing your Loop CX Surveys through email to a specified contacts list using the Loop 360 user interface. With our new release of Loop 4.14 distributing your surveys through a contact list has gotten much easier! Learn how to set this up in our Help Centre article.
So why use email?
Email is one the easiest and least expensive means to communicate with your audience at mass. You can use different triggers to cause an email to reach out to a specific segment of your audience. Whether it’s a post-purchase or post-stay survey asking about the experience, a retention survey to encourage the customer to come back or an email triggered by a specific event, sending emails can be automated and scheduled in advance.
Email is also a great way to run an annual or bi-annual survey to your clients, customers, members or guests. Use Loop CX to run survey projects to better understand the sentiment of your audience as a whole and use that feedback to make key operational decisions ahead of new semesters, new budgets and new calendar years.
Consider these best practices to get the best engagement from y0ur email distribution for surveys:
- Within your email don’t try to market or sell any of your products. Keep the focus on the survey.
- Limit distractions, including graphics
- Make sure your Call to Action button is easy to locate
- Keep your subject lines short, but personalize them so it feels more like an invitation to the customer
So when is the best time to distribute surveys by email?
Timing is everything, so when you look at your customer journey, it’s important to understand those key moments of truth that have an impact on the overall customer experience. Most will choose to send out their surveys based on a triggering event. That could be pre-stay, in-stay or post-stay at a hotel, after a restaurant or airline reservation, post-purchase at a retail store or any other key touchpoints in the customer journey. This is a time when the experience is fresh in the customer’s mind, so you will have the opportunity to collect feedback.
There are also marketing tactics when it comes to the best time to distribute emails. According to Hubspot, earlier is better for email success. Tuesday is the best day of the week, followed by Monday, then Wednesday, are the best time to send. Between 9AM-12PM you receive the best engagement to your emails. So if you are sending out a campaign that is not related to a trigger, such as an annual survey, look at between 9AM-12PM on a Tuesday.