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We offer Best Practices for all the settings related to the email that is sent to your Contacts. The appearance of that email is the initial impression your Contacts will receive - it should represent your brand and your values. If it looks off, your response rates may suffer.
Click on the Hammer & Pencil on the left navigation bar to view your Survey Templates.
Standard Settings
Upload Your Logo
The ideal dimensions for your logo are 120x120 pixels.
- On any Survey Template, find the "Change Logo" text and click the "Select File" button underneath.
- Upload your logo, click "Save", then reload the page.
- You should now see in the email preview that your logo has been updated.
Logos are set per survey templates. Any new template will default to your main logo found at the bottom left corner of AskNicely
The "From Name" Field
We strongly recommend having just the first and last name of a real person in this field. Any other email that you send shows up in your Contact's inbox that way - we want these emails to look like they came from a real person or team.
Adding extra names or characters can also be flagged by spam filters.
Your Subject line
The subject line is a key part of the email - after the sender's name, this is the first thing your contact will see when they receive your email. Your messaging here will have a huge bearing on whether contacts open the message or not.
We have found the best subject lines include the person's name by using the {firstname} Dynamic Field, and a very simple message. We'd recommend you avoid the word "survey," and any mention of time ("Just a minute," etc.) as these tend to decrease Response Rates. The default wording for subject lines is shown below.
Don't be afraid to have fun here! We want people to open these surveys and engage with the content. If the subject line is boring or blah, Contacts will be more likely to skim over it.
Configuring the Question field
It's best to keep this really simple too. Having too much text in the body of the email can turn people off or distract your survey recipients from our number one goal, which is getting them to give a score of 0-10. Sticking to the standard wording that AskNicely provides is the proven way to optimize your response rates.
NOTE: This area can be lightly formatted using markdown. Check out this page for tips and assistance.
Button Color
To keep the look and feel of your surveys on-brand and on point, you will want to customize the color of the numbered buttons. Click into the "Button Color" field to select from our color palette - you can also write out the exact hex values of your branding if you'd like.
If you're using separate email templates (for different groups or brands), you have the ability to change the both the Logo and Colors for each template.
Footer
You may choose to add in footer text - this will be text that appears at the bottom of the email. It is possible to add in a website link; just be aware that adding links this way can land your email straight in the spam folder due to the email inbox rules your survey recipients have set up in their inboxes.
Remember: Simplicity is key!
Advanced Settings
"Options" links
Clicking "options" will show you the dynamic fields that are available to you in customizing the messaging of your survey.
On the Subject, Question, Request for Comment, and Thanks for Comment sections you'll see small links labeled options. On these sections, you can add in custom data points and fields; clicking the options link will allow you to see what custom fields you can use in that section. These will be based on the data points you track for your contacts; for JarvisAir you'll see the following options for the Question field:
If you want to establish a fallback in case a Contact does not have a value in that Custom Field, you can simply add a fallback term within the curly brackets. For example, {company fallback independent contractor}. The key is the term "fallback" and then your chosen word or phrase.
It's all about your company, your voice, and your relationship with your contacts, so don't be afraid to play around with your email! We'd love to hear your feedback on what has helped you improve your results.
Metric
Deciding on what your Leading Metric will be is very important. It can affect Response Rate, Reporting, and the goals of your company for Feedback.
Take a look at our article on Choosing Your Metric to decide on what direction your team will take!
Metric Layouts
NPS
If you have decided on NPS as your Leading Metric: Congratulations! This scientific metric is an industry standard and allows you to compare your progress across your industry and other benchmarks.
For customers who have done their research and know that a portion of their Contact base accesses their emails via a mobile device, you can choose to select our NPS-exclusive Device Responsive setting when choosing your layout.
Device Responsive
When the survey email is opened, AskNicely will automatically detect if the Contact is on a desktop or mobile email client and adjust the view accordingly.
CSAT
Feedback is universal. However, language may not be.
If you are using AskNicely in a non-English speaking setting, you can edit the text for CSAT Response choices to fit your chosen language.
FiveStar
Existing as symbols already, the FiveStar metric cannot be modified.