Feedback invitation reminders are a follow up to gather feedback from customers who haven't provided their feedback after the initial feedback invitation. Reminders are a useful way to re-engage those who may have overlooked the first email or text invitation. You can send up to two reminders.
Important information
Reminder settings
FAQs
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Important information
| Programme | If you have multiple feedback programmes, feedback invitation reminders are set individually for each of your feedback programmes. |
| Include metadata | Any metadata included in the initial feedback invitation will be included in the reminders. |
| Opening but not responding | Feedback invitation reminders are sent to everyone who did not respond to the initial feedback invitation. If they opened the email but didn't submit feedback, they will be sent a reminder. |
| Calendar days | Reminders are sent based on calendar days. Example: If a first reminder is set for 2 days and a second reminder is set for 2 days following the first reminder - a feedback invitation is sent Monday, 2 days later on Wednesday the first reminder will be sent. On Friday, 2 days following the first reminder, the second reminder would be sent. |
| Set up | Contact Customer Radar support to set up your feedback invitation reminders. |
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Reminder settings
Number of reminders
Select if you want to send one reminder or two.
Time
Select how long after the initial feedback invitation to send the first reminder. The second reminder time period starts when the first reminder is sent. Choose from hours or days.
When sending two reminders, the times can be different (eg, the first reminder could be sent 1 day after the initial feedback invitation and the second reminder could be sent 3 days after the first reminder).
Allowed reminder send time
Select the days and hours you want reminders sent between. You can have this setting on or off.
If the setting is off, the reminders will be sent exactly at the time periods you set during the Time settings.
If the setting is on, the reminders will be sent during the allowed times to send a reminder. Choose the days of the week and between which hours to send reminders (eg, send reminders Monday through Friday between 2pm and 6pm).
Reminders won't be sent outside of the selected days or hours. Instead, they will be batched and sent on the next selected day during the next selected hours.
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FAQs
Can I pause reminders?
Absolutely - just let the Customer Radar support team know and we will pause your feedback invitation reminders.
Can I have different reminder settings for each of my feedback programmes?
Yes you can - every programme can have it's own individual reminder settings.
Why would I want to choose when to allow the reminders to be sent?
This could be useful for when you want to have more control over when you receive feedback. You could also choose times that you think would best suit your customers to provide you feedback.
What's the difference between a feedback invitation and a reminder?
The initial feedback invitation is sent soon after a person's engagement with your business. A reminder is sent just in case they missed the initial email or text and can be sent at a time that more suits when they are able to provide feedback. The wording on the feedback invitation and reminders is slightly different and makes reference to a 'friendly reminder' to submit their feedback.
How long do I need to wait to send a reminder?
Each reminder can be set to send between 1 hour and 30 days after the initial feedback invitation (or after the first reminder when setting the second reminder).