On the Outbox page, you can keep track of all the surveys that were sent to your customers. 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 "survey record", contains details about the respondent and the survey itself.
A list row will contain the following data:
- Checkbox - allows you to select one or multiple records for further actions, such as resending one or multiple surveys;
- Respondent info - displays the customer's email address if the name is not available;
- Campaign name - indicates the campaign this specific survey was sent through;
- Survey channel icon - points out the survey channel (email, in-app, SMS or Intercom);
- 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 three types:
- Campaign - means that the survey was sent automatically in an NPS 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.
Survey status - shows you the current status of the survey. There are three 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.
- 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 were opened by your customers;
- 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 will 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 especially useful when paired with the survey delivery stats, which will help you gain invaluable insights meant to improve your survey campaigns down the road.
There are four available filters:
Date range - allows you to filter your Outbox by a preset or custom date range.
You will be able to filter and view the survey that was sent within:
- Last 7 days;
- Last 30 days;
- Last 90 days;
- Custom range;
- All time.
Engagement - gives you the possibility to filter the Outbox by the engagement level of your customers with the received surveys.
View customers that have:
- Received the survey, but haven't opened it yet;
- Opened the survey, but haven't responded yet with a score;
- Responded with a score, but haven't left any text feedback.
The engagement filter is efficient when paired with the survey resend option. For instance, you can filter your audience to view only those that have received your survey within the last say 30 days, in a Regular email campaign, but haven’t responded yet. Next, you can manually select some of the filtered customers or all of them and resend a one-time email survey in the same campaign. The best part is that you can select a different survey template for the selected audience.
Campaign - allows you to view only the surveys that were delivered in a specific campaign;
Template - allows you to view only the surveys that were sent using a specific survey template. The best use of this filter is to A/B test your survey templates, especially the subject lines of your email surveys or the rating question for the in-app/Intercom survey. There are two ways you can use the filter to improve your campaign:
- Filter the Outbox by a specific survey template and check your Delivery Stats for the number of customers that have opened the message. It is likely that the most opened template has the best subject line that can be used in other templates as well.
- Again, choose a survey template as your filter, and check the response rate. The template with the highest response rate is the most appealing to your respondents. Applying the same styling in other survey templates might help you improve the response rate.
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, but 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.
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
- Email address
- Campaign name
- Survey channel (email, in-app or Intercom)
- Survey subject
- Sent by (campaign, manual or reminder)
- Status (sent, opened or responded)
- Sent time