Automation

Email Survey: Triggered Surveys That Reach Customers at Peak Responsiveness

An email survey sent to your full list on Tuesday at 10am is a campaign. A survey sent to the customer who just completed onboarding or closed a support ticket is a trigger. Deploy this automation and every survey fires at the event that makes the response specific and useful.

Trigger-based email surveys achieve 45% higher response rates than batch campaigns sent to the same audience

How it works

  1. 1

    Trigger: fires at the configured interaction event

    Fires automatically at the specific interaction event you configure.

  2. 2

    Survey delivered by email

    Personalised to the specific interaction it references.

  3. 3

    Routed by response tone

    A negative response reaches the responsible team before the next scheduled check.

    ✓ Logged to the satisfaction record.

    → Flagged for the owning team.

  4. 4

    Email survey dashboard

    Scores and trends, updated in real time.

Email is still the highest-converting channel for survey delivery when the email arrives at the right moment. A survey that fires immediately after a completed interaction, while the customer is still in a responsive state and the experience is specific, generates more detailed and more honest responses than the same survey sent on a fixed schedule. Deploy FeedbackRobot's email survey automation and every survey fires at the trigger event. A completed support interaction triggers a short satisfaction check. An onboarding milestone triggers a survey about clarity and confidence. A subscription renewal triggers a value and loyalty survey. Each email is personalised to the interaction it references, which increases open rates and significantly improves the quality of responses received. The follow-up sequence handles itself. Customers who do not open the first email receive a follow-up at a defined interval. Customers who open but do not complete receive a shorter version. Customers who complete are acknowledged and responses are classified and routed automatically. The entire programme, across multiple trigger types and customer segments, runs without any manual send schedule to manage.

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Frequently asked questions

How is this different from the general customer feedback survey?

This one is scoped specifically to email delivery, firing at whichever event you configure, the customer feedback survey template can deliver across multiple channels.

What happens if the customer doesn't open the first email?

A follow-up goes out at a defined interval, customers who open but don't complete get a shorter version on the next attempt.

Why not just send this on a weekly schedule to the whole list?

Trigger-based delivery, firing right after the specific interaction, produces meaningfully higher response rates than a batch campaign sent to everyone regardless of where they are in their experience.

Can this fire from more than one type of trigger event?

Yes, different interaction types, support closure, onboarding milestone, renewal, can each be configured with their own survey content.

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