Email Notification
What is Email notification?
Creating and analyzing surveys is not enough to keep your customers loyal and engaged. Completing engagement with your consumers and closing the loop is key to a successful business. Identify gaps with your survey and take immediate action using this feature.
This SurveySensum feature will help you to be on top of your customers to better their experiences. Do you want to notify your managers via email, when there is a detractor in your survey? Do you want to send referral emails to your promoters?
This is the feature you will be using.
To add a workflow to your survey click on the workflow icon or you can click on the workflow tab in your navigation stepper.
Note: You can add workflows to all survey templates.
You can either choose from a range of templates or you can create a custom workflow.
You will view the readily made workflow templates available according to the template you've picked.
For example, let's walk over to the templates available in the NPS Survey.
1. Get notified via email when there is a detractor in your survey: This workflow will send an email to your subscribed email address whenever there is a detractor (Gave a rating between 0-6) in your NPS survey. This would help you to focus towards the issues faced by the detractors responder and in prioritizing the focus points for your business.
2. Get notified via email when you have new survey response: This workflow will send an email to your subscribed email address whenever a respondent has completed your survey. Monitor the responses to analyze the completion rate of the surveys you create.
3. Send thank you email to your respondents when they complete a survey: This workflow will send an email thanking all the respondents who have successfully completed your survey. Increase engagement with your respondents/consumers by sending them emails.
Creating an Email Notification with Logic
Step 1: Define Trigger Criteria
Trigger criteria determine when the workflow should execute an action. You can configure simple or advanced logic based on survey responses.
Example Use Case:
Send an email notification when:
The respondent is an NPS Detractor (score 0-6)
Their feedback contains the word “support”, indicating a service-related issue
How to Set It Up:
Select the NPS question
Choose the operator → is equal to
Select the response value → Detractor (0-6)
Add a second condition
Select the feedback question
Choose the operator → contains
Enter “support” in the text field
💡 Advanced Logic: You can create complex triggers by adding multiple conditions. For example, you can trigger an action only for Detractor who also answered another specific question.
Step 2: Add a Task
Once the conditions are set, define the action that will be executed when the trigger criteria are met. Tasks can include:
Internal Communication:
Internal notifications are sent to the relevant internal team members when specific conditions are met in the survey responses. This ensures timely action on critical feedback.
Use Case Example:
📌 Negative NPS Rating Alert: If a customer gives a low NPS score (e.g., Detractor), an email notification can be sent to the support or customer success team, prompting them to take proactive steps.
Draft and save the details of the Internal Email and publish the workflow, all the recipients will receive the email when the condition matched.
After adding your workflows, a list of all your workflows will be visible. View the number of enrollments here. Click on the three-dot icon to edit, delete, or clone the workflow.
External Communication (Responder Notifications):
External notifications are sent to the survey respondent based on their feedback. This is useful for acknowledging responses, offering solutions, or escalating concerns.
Use Case Example:
📌 Follow-up for a Detractor: If a customer gives a low NPS score, an automated email can be sent thanking them for their feedback and informing them that their concerns are being addressed.
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