Multiple Survey Templates

Introduction

While most AskNicely customers use a single default survey template, there are scenarios where having multiple survey templates becomes essential. This article walks you through when and how to use multiple templates for customized surveying.

You may need more than one template when:

• Sending surveys in different languages

• Aligning surveys with specific brands and their logos

• Asking different questions at unique stages of the customer journey (e.g. onboarding vs. renewal)

💡 Tip: Most customization needs can be solved through Contact data segmentation rather than multiple templates. Keep things simple unless specific content or timing requirements make additional templates necessary.

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Step-by-Step Instructions

✅ Before You Begin

Ensure your Contact data includes the field that distinguishes your groups (e.g. Segment, Brand, Language). This field will determine who gets which survey.

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Method 1: Use Send Schedulers to Send Custom Survey Templates

1. Create Your Survey Templates:

   • Navigate to Surveys > Manage Templates

   • Click Create a custom Survey Template

   • Choose an existing template to clone and give it a new name

   • Click Add, then customize the template under the Survey page (hammer/pencil icon)

2. Configure Send Schedulers:

   • Go to the Send page (paper airplane icon)

   • Click Add next to "Advanced Daily Scheduler"

   • Set your contact Rules and use the Custom Template dropdown to choose which template to send

🖼️ Screenshot Example: A Send Scheduler set to send the "Support Ticket Survey" to contacts whose CSM_c is "Robert" and Created is exactly 1 day ago.

3. One-Time Sends:

   • To prevent recurring sends, use a date-based rule (e.g. Created = 1 day ago)

   • In the scheduler, set the final dropdown to "Don't repeat"

   • Ensure your imported date field is converted by contacting [e-mail]

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Method 2: Lock Contacts to Templates via the Default Survey Setting

Use this method when:

• Surveys need to be sent immediately after a CRM event

• You're doing manual sends (e.g. Survey Blast)

1. Import Contacts with Template Info:

   • When uploading a CSV, you’ll be prompted to:

     • Use one template for all contacts OR

     • Use a column to identify the template for each contact

2. Template Matching:

   • Ensure values in the selected column exactly match existing template names

   • If no match is found, choose whether to:

     • Not send a survey

     • Or default to another existing template

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Create New Templates from Existing Ones

• Use the “Template or language” dropdown to clone an existing template or start from a language default

• Give it a new name

• Click Add

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Deleting a Survey Template

1. Go to Surveys > Manage Templates

2. Click Delete next to the template you want to remove

⚠️ Note: Deleted templates cannot be recovered

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Video Tutorial

Create Template

Create Scheduler

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FAQs & Common Issues

• Q: Do I always need multiple templates for different languages or brands?
  A: Not necessarily. Use Contact fields like Language or Brand to dynamically adjust content where possible. You can also use Location manager to upload logos and configure sender addresses for each location if they have different brands. Location Management - Enrich your data

• Q: Why is my survey sending repeatedly?
  A: Make sure your Send Scheduler uses a date-based rule and is set to "Don't repeat"

• Q: What happens if the template name in my CSV doesn't match?
  A: You can choose to not send the survey or fall back to a default template.

• Q: Can I switch a contact’s template after they’ve been added?
  A: Yes, update their “Survey Template” field via import or API.

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Next Steps & Related Articles

• ✅ How to Create Custom Survey Templates

• ✅ Send Scheduler Setup Guide

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If you have questions, reach out to [e-mail] or click the chat bubble on any AskNicely page.