Using Klaviyo to collect customer feedback through surveys is an excellent way to gain insights into customer satisfaction, improve your products or services, and enhance the overall customer experience. Here’s a step-by-step guide on how to set up and use Klaviyo for customer feedback surveys:
Steps to Set Up Customer Feedback Surveys in Klaviyo
1. Log into Klaviyo
- Navigate to Klaviyo’s website and log in to your account.
2. Choose a Survey Tool
- While Klaviyo itself doesn’t have a built-in survey tool, you can integrate with third-party survey tools like Google Forms, Typeform, SurveyMonkey, or others to create your surveys.
- Create your survey in one of these tools and get the shareable link.
3. Create a New Campaign or Flow
- Go to the “Campaigns” tab to create a one-time email campaign or the “Flows” tab to create an automated series of emails.
- Click “Create Campaign” or “Create Flow.”
4. Design Your Email
- In the campaign or flow builder, choose to create an email.
- Use the drag-and-drop editor to design your email. Ensure it is visually appealing and clearly communicates the purpose of the survey.
5. Add Survey Link to the Email
- Write a compelling call-to-action (CTA) encouraging recipients to take the survey.
- Insert the survey link from your chosen survey tool into the CTA button or hyperlink text.
- Example CTA: “We value your feedback! Please take a moment to complete our survey.”
6. Personalize Your Email
- Use personalization tags to make the email more engaging (e.g.,
{{ first_name }}). - Tailor the email content based on customer segments or behavior to increase relevance.
7. Set Up Automated Flow (If Applicable)
- If you are using a flow, decide on the trigger for sending the survey email. Common triggers include:
- Post-Purchase: Send a survey a few days after a customer makes a purchase.
- Post-Service: Send a survey after a customer service interaction.
- Time-Based: Send a survey periodically to check in with customers.
- Add time delays as needed to space out your emails appropriately.
8. Preview and Test Your Email
- Preview the email to ensure it looks good on different devices and email clients.
- Send test emails to yourself or colleagues to check the survey link and overall email functionality.
9. Send or Activate Your Campaign/Flow
- For a one-time campaign, schedule or send the email immediately.
- For an automated flow, activate the flow by toggling the switch in the upper right corner.
10. Monitor Responses and Analyze Feedback
- Use the survey tool’s analytics to monitor responses and gather insights from the feedback.
- You can also track engagement metrics in Klaviyo, such as open rates and click-through rates for the survey email.
Example Use Cases for Customer Feedback Surveys
- Post-Purchase Survey:
- Trigger: After a customer makes a purchase.
- Goal: Gather feedback on the purchasing experience, product satisfaction, and any suggestions for improvement.
- Post-Service Interaction Survey:
- Trigger: After a customer interacts with your support team.
- Goal: Measure customer satisfaction with the service provided and identify areas for improvement.
- Product Feedback Survey:
- Trigger: After a customer uses a new product for a certain period.
- Goal: Collect detailed feedback on the product’s performance, features, and any issues encountered.
- Customer Satisfaction Survey (CSAT):
- Trigger: Periodically (e.g., every 6 months).
- Goal: Measure overall customer satisfaction and loyalty, and gather suggestions for enhancing the customer experience.
- Net Promoter Score (NPS) Survey:
- Trigger: Periodically or after specific interactions.
- Goal: Measure customer loyalty by asking how likely they are to recommend your company to others.
Tips for Effective Customer Feedback Surveys
- Keep It Short: Ensure the survey is concise to encourage more responses.
- Clear Questions: Use clear and straightforward questions to get precise feedback.
- Incentivize Participation: Consider offering a small incentive, like a discount or entry into a prize draw, to encourage participation.
- Follow-Up: Act on the feedback received and let customers know how their input has been used to make improvements.
- Segment Your Audience: Tailor survey questions and emails based on customer segments for more relevant feedback.
By following these steps and tips, you can effectively use Klaviyo to collect valuable customer feedback through surveys, helping you improve your products, services, and overall customer satisfaction. If you need further assistance or have specific questions, feel free to ask!
