On the Outbox page, you can keep track of all the surveys sent to your customers and all the manual or automated email replies sent to survey respondents. Besides a list with survey records, the page also provides a set of useful filters, giving you the possibility to segment your data and gain more insights meant to improve your survey campaigns down the road.
The survey records
The Outbox is mainly a list of all the surveys that have been sent to your customers over time. Each list row, which we will be referring to as "outbox record," contains details about the respondent and the survey itself (or email reply).
A list row will contain the following data:
Checkbox (display when you hover over the avatar of a customer, or when you select all items on the page) - allows you to select one or multiple records for further actions, such as resending surveys;
Respondent info - displays the customer's name, job title, and company name. If there is no name associated with the customer, then their email address will be displayed instead;
Campaign name - indicates the campaign a specific survey was sent through;
Survey channel icon - points out the survey channel (email, in-app, link, or Intercom). A list of icons in detail:
- the envelope icon means that a survey or an autoreply/reply message was sent via email; the computer icon means that the survey was sent via the in-app method;
- the eye icon means that an email or autoreply/reply with a survey was reviewed;
- the number is the customer’s answer to the survey;
- the dash means that this field is not supported by autoreply or reply outbox records, as our system can’t know if the customer has replied to these messages;
Survey subject - displays the rating question/subject lines of your surveys, making it an effective tool to A/B test the subject lines over time;
Sent by - shows you how the survey was sent to the customers. There are seven types:
Campaign - means that the survey was sent automatically in a survey campaign;
Manual - means that you or another user in the account sent the survey manually;
Reminder - means that the customer received a reminder survey in an active campaign;
Imported - means that this survey record was created automatically when you have imported historical customer feedback;
Test - means that this survey was sent as a test from an email survey template editor.
Reply - means that an email reply message was sent manually to the customer from the Feedback page.
Autoreply - means that the customer has received an automated email reply message triggered by the campaign's autoresponders.
Survey status - shows you the current status of the survey. There are four statuses:
Sent - by default, all the records in the Outbox will have this status highlighted since only surveys that were sent to customers will be listed on this page;
Opened - will be highlighted if a customer opened your survey;
Responded - will be highlighted if a customer provided at least a rating or text feedback. NOTE: The "Responded" status will not appear for the "Reply" and "Autoreply" outbox records as Retently does not track whether the survey respondent has replied to these messages.
Opted out - will be displayed instead of the Responded status if the customer has opted out of receiving further surveys.
Survey date - tells you when the survey was sent to the customer.
Survey delivery stats
The delivery stats section provides you more details about your survey response rate, how many received a response, or how many customers opted out of your surveys.
The survey delivery stats includes seven blocks with data:
Survey response rate - the percentage of customers that have responded to the survey;
Sent - the total number of surveys that were sent to your customers;
Delivered - the number of surveys that were successfully delivered to your customers;
Opened - the number of surveys that your customers opened;
Responded - the number of surveys that received a rating or text feedback;
Opted out - the number of customers that have unsubscribed from your surveys;
Bounced - the number of email addresses that were unavailable when you have surveyed them.
If you send recurring surveys, even to a relatively small audience, your Outbox will get crowded and stretch across multiple pages (by the way, there are 50 survey records on any given page). Sorting through the data in an Outbox with hundreds, or especially hundreds of thousands of records, would be quite a challenge, to say the least.
That's why you can use the filters from the top of your Outbox to segment your data. The filters are handy when paired with the survey delivery stats, which will help you gain invaluable insights to improve your survey campaigns down the road.
Saved filters - when applying one or more filters, you can save them for quicker access. When saving a filter, you can choose whether to keep it private or make it available for the other users in your account.
Date range - allows you to filter your Outbox by a preset or custom date range.
Last 7 days;
Last 30 days;
Last 90 days;
Campaigns - this allows you to view only the surveys that were delivered in a specific campaign.
Audience - gives you the possibility to filter outbox records using customer attributes (properties and tags). When applying this filter, please keep in mind that the data will be filtered based on your customers' historical attributes (they had received the survey).
Survey - this is a group of filters that includes the following filters and options:
Engagement filter - gives you the possibility to filter the Outbox by the engagement level of your customers with the received surveys.
- Sent, not opened
- Opened, not responded
- Responded, no feedback
Template filter - allows you to view all surveys that were sent out with a particular survey template.
Channel filter - allows you to view all surveys that were sent out on a specific survey channel:
Sent by filter - allows you to view survey records (or email replies) that were sent in a particular way:
- Campaign - automatically by a survey campaign.
- Reminder - an automated reminder survey in an active survey campaign.
- Manually - was sent manually by an account's user.
- Imported - the outbox record was created automatically when importing historical feedback.
- Test - the survey was sent as a test from an email template editor.
- Reply - email reply was sent manually.
- Autoreply - email reply was sent automatically by a campaign's autoresponder.
Survey records display filter - the Outbox page may include multiple survey records of the same customer (literally a record for each survey a customer has received). This filter allows you to display only the last survey per customer.
When you select one or more customers, the survey Resend button will become available. This option gives you the possibility to send to the selected audience another one-time email survey that will be recorded in the same campaign. Still, this time you will be able to choose a different survey template if needed.
All the records of the surveys sent through the Resend option will be listed in the Outbox as being sent manually. Learn more about resending surveys manually.
Export Outbox data
When needed, you can easily export all your Outbox data or only the filtered records. You can download the data in a CSV file, share it via email, or select both options.
The exported file contains the following data:
First and last name
Survey channel (email, in-app, or Intercom)
Sent by (campaign, manual, or reminder)
Status (sent, opened, or responded)