13) Sending surveys through URL sharing

Generic survey link

In this manual, we will describe the use of the generic survey link. Each Focus Feedback survey has a generic survey link (per brand). This link can be shared with your customers, when a customer clicks on this link he/she will be redirected to the survey. In this way, people can access and complete the survey without going through the normal procedure. The positive side of using the generic link is that it is easy to access, you can post this link at the bottom of an e-mail or on the website and get quick feedback from your customers. The downside of using a generic link is that Focus Feedback has no detailled data on the customer.
The result of this is:

• You’re not able to close the loop, because we don’t have an e-mail address or phone number from the customer (you can always add an open question in the survey asking the customer to share this data)
• We cannot connect the answers of the customer to charts and filters like the Guarantee chart, Region chart, Survey response behavior chart, employee filter, language filter, and medium filter.
• Focus Feedback doesn’t know if the customer already completed the survey (we don’t have a unique RIS-number). This means that customers are able to complete the survey multiple times
• Warning Share the generic link with caution. This link can be clicked and used by everybody that knows the correct URL

Using the generic link

To get the generic link of a survey, log on to your Focus Feedback application. In the menu go to “Management”(1) and click on “Survey Creator”(2). When you’re in the screen of Survey Creator select the survey you want the generic link for in the table (3) and click on the pencil in front of the survey name (4). This will open a pop-up with the survey settings.

Within the survey settings you can access the generic survey link per brand by clicking on the question mark “?” icon next to the survey name (1). This will give you a pop-up screen where you can copy and share each link per brand.

The survey has to have a few parameters for the generic link to show up and work:

• Survey needs a connected e-mail template for the desired brands. The connected e-mail templates needs a CSV key that determines an existing brand (2)
• Survey needs a department (3)
• The survey needs a “Key” the key field can be found by clicking on the pencil next to department. The key is what connects the URL link to that specific survey

Warning! Changing the Key field or CSV fields can have a major impact on existing surveys to function. These fields are necessary for the automatic import of records. Please consult your Focus Feedback expert, or contact support@focusfeedback.freshdesk.com for information and help.

Survey URL with parameters

A survey can be sent to a customer by sharing a URL link. There are options to include metadata within this URL so Focus Feedback has more information on the customer for reporting.

The biggest difference between a URL with metadata and a generic link is the addition of customer id. Because Focus Feedback has a customer ID a customer can only complete the survey once.

Because the URL with metadata is not brand based it is necessary to create a separate survey for each link. For example, create two surveys “Product Journey Bosch” and “Product Journey Siemens”

The first URL that can be used = http://enquete2.welcomeccs.nl/#/journey/<campaign_id>/<bupa_id>

– <campaign_id> = The ID we use to connect to the correct survey. This is connected to the department key within Focus Feedback. Warning: Changing the department key can have major consequences. The department key is part of the automatic sending process

– <bupa_id> = The customer personal ID. Focus Feedback will save this as a RAS-number

The second URL has two more parameters added = http://enquete2.welcomeccs.nl/#/journey/<campaign_id>/<bupa_id>/<E-number>/<Product_Division>

– <campaign_id>= The ID we use to connect to the correct survey. This is connected to the department key within Focus Feedback. Warning: Changing the department key can have major consequences. The department key is part of the automatic sending process

– <bupa_id> = The customer personal ID. Focus Feedback will save this as a RAS-number

– <E-number> = The e-number of the customer will be saved as e-number within Focus Feedback

– <Product_Division> = Is the product division of the customer’s appliance. Will be saved as a product division within Focus Feedback