Have a list of contacts and want to gather feedback from them? Find out the quickest and easiest way to gather feedback by sending a feedback invitation email from the Customer Radar dashboard.
Preparing the contact list
Designing the email
Uploading the contact list
Sending and scheduling
FAQs
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Preparing the contact list
The first step in sending a feedback invitation is preparing the list of contacts who you would like to invite to provide their feedback. You can provide the list in either a CSV file or you can manually type in each contact.
We recommend downloading/exporting a contact list from your software, if possible. This is usually much quicker than typing or copying and pasting data into a new spreadsheet.
Click here for our full guide on getting your contact list ready.
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Designing the email
Once your contact list is prepared you are ready to design your campaign.
1. From the Customer Radar dashboard, in the top toolbar click Campaigns
2. The Campaign dashboard will load. If you have access to multiple clients and programmes select the client and programme you want to send a campaign for
3. Click +New Campaign
The 'Design email' page shows you a preview of what your contacts will receive. You can customise the email from the options on the left side of the page.
Campaign name
Give your campaign a memorable name. This is only viewable internally and is not seen by your contacts.
Branding
Add or update your logo, choose the feedback button design and update the email to your brand colours.
Email Settings
Customise the email to appear like it was sent from your own server. Update the subject, change the 'from' and 'reply-to' email address, and more. We recommend keeping the subject short and simple.
Message
Personalise the email by adding your own custom intro and outro message. You can personalise the message with data from the spreadsheet you upload by adding merge tags. Contact Customer Radar support for the personalisation options unique to your account.
5. Once you are happy with the design, at the bottom left of the page send a test email to yourself or your team to double check everything is correct
6. If the test email looks good, click Next: Add contacts
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Uploading the contact list
Now you will upload the contact list that you prepared earlier.
1. Upload the contact list file, or manually type in your contact list. If you upload a large list it may take a few minutes to complete the upload.
2. Confirm that you have permission to contact the people in your list. You won't be able to proceed if you haven't confirmed you have permission to email the people in your contact list.
3. Click Next: Mapping
4. The contact list file you uploaded has column headers that must now be matched with your feedback programme settings.
If the name of the column header and programme settings match this will be automatic (eg, the column header 'email' will automatically match to the programme setting also named 'email'). Otherwise, use the Import as dropdown menus to match your column headers to your programme settings.
If you've uploaded a column you don't want to include in the campaign, click the X or 'Do not import' option.
If you manually typed in your contacts, select the email address as the 'email' Import as option.
5. Once you have mapped your data, click Next: Review
Tip: Customer Radar will remember your selections so you will only need to do this once!
If your Customer Radar feedback programme has multiple locations you will be asked to match them to your data. If you only have one location, skip ahead to the scheduling section.
Optional step if you have a multi-location account
If your spreadsheet has contacts from multiple locations you must now match those location to the locations with Customer Radar.
1. Match the location value to the Customer Radar location name
If the names are the same, this match will be automatic. If there's a location you don't want to import, click X or select 'Do not import'
2. Click Next: Schedule
Tip: Customer Radar will remember your selections so you will only need to do this once!
Optional step if you have locations with multiple sub-measures
If your Customer Radar locations have multiple sub-measures you must now select which sub-measure you are using for each location.
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Sending and scheduling
You have designed the feedback invitation, uploaded and mapped your contact list and now you are onto the final step - sending the email!
The schedule page tells you how many contacts you have uploaded and has a preview of the first 3 rows of contacts.
There are a few options you can choose from on this page:
Contact restriction
Use this setting to ensure you're not sending another email too soon to people on your contact list. If you've already sent a feedback invitation to a contact within this time period then we won't send them another email. Set to 0 to not use this restriction.
Existing feedback check
This setting checks to make sure someone hasn't already recently submitted feedback before emailing them. If someone has submitted feedback within this time period then we won't send them the email. Set to 0 to not use this restriction. You must select which data to check for when using this setting. We recommend checking for 'email'.
Send reminders
Send follow up reminder emails to contacts who haven't responded. See this article for further information and contact Customer Radar support to find out if your reminder settings are set up. Note that your reminder settings must already be switched on to use this setting.
Send period
Send all your messages at once or over a certain number of hours. Tell us how many hours you want to send over and we will send the feedback invitation emails evenly over your chosen time period. Use this setting if you have a large number of contacts and want to spread out how much feedback you receive at once. We recommend a minimum of 2 hours and no more than 8.
Send now
Start sending your feedback invitation emails immediately. If you've chosen a send period your emails will start to be sent right away and send evenly over your chosen send period.
Schedule
Schedule the time and date you want your feedback invitation emails to start sending. The default time zone is each location's time zone, but you can choose whichever time zone suits. Contact Customer Radar support to find out your location time zones if you're not sure what they're set to. If you've chosen a send period your emails will start to be sent at your scheduled time and send evenly over your chosen send period.
🎉 You are done! Your feedback invitation email will be sent out to your contact list inviting them to leave feedback. Once you have sent or scheduled your campaign you can click 'Return to campaign list'
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Make changes to a scheduled campaign
1. From the Customer Radar dashboard, in the top toolbar click Campaigns
2. In the campaign summary page, scroll down to the list of campaigns
3. Find the scheduled campaign you want to make changes to
4. Click on the ... action button and then either click edit to make changes or click delete (note, after deleting a campaign there is no way to restore it)
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Frequently asked questions
Where are the emails sent from?
When you first start sending campaigns the emails are sent from a Customer Radar domain (give@feedbackfyi.com) however we strongly recommend adding your own domain.
You can easily add your own domain from the design page - simply add an email address that you have access to. When you add the email address you will be sent an email containing a link that you click to verify the address. Once you've clicked the link your email will be verified and can be used as the 'from' address going forward.
What's a good response rate?
With Customer Radar campaigns we typically see a response rate of 15-25%. This varies with industry and demographics being emailed. Contact Customer Radar support to discuss ways of increasing your response rate.
Do the emails pass spam filters?
Yes, Customer Radar feedback invitation emails have great deliverability rates. Our email design is continually tested to ensure spam avoidance and optimal rendering for the majority of email clients.
Can I see which emails bounced or unsubscribed?
Yes, from the campaign summary page you can see the list of emails and download them for your programme, or you can view each individual campaign to check for unsubscribers or bounces from each specific campaign.
Can you run these campaigns for me?
If you supply the customer data we can run these campaigns for you, to discuss options and pricing contact Customer Radar support.
Do I need marketing consent to send these emails?
The default feedback invitation emails we send are considered transactional, so no marketing consent is required. If promotional or marketing information is added to the email designs then these would then be considered marketing and you must ensure you have marketing consent for each contact before sending them an email.
I have more questions about sending campaigns
Get in touch with Customer Radar Support at support@customerradar.com