If your requirement is to survey your contacts on a recurring basis (e.g., every 90 days) over email, then you will need to create a Regular Email campaign.

Create a Regular Email survey campaign

To create a new campaign, go to the Campaigns page, choose a survey metric (NPS, CSAT, CES, 5-STAR), next select email as your survey channel, and from the dropdown list with campaign types, select the "Regular" option.

Assign a survey template

In the campaign editor, start with choosing the survey template that your contacts, who match this campaign, will receive in their Inbox. You can select an existing email template, or create and customize a new one by clicking the "+Create new template" button.

To edit a survey template, simply click on it and you will enter the template's edit mode. Make sure the survey template has your company’s logo, otherwise you will not be able to assign it to the campaign and use it.

After you've finished customizing your template, make sure that it's assigned to the campaign. If not, then hover your mouse over the template and click the "Assign to campaign" button. Assigning a template to the campaign means that your contacts will receive this survey template. However, you can assign a different template whenever you need to.

Filter your audience

In the "Audience" section of your campaign, you can specify what segment of your contacts will match your campaign and will receive surveys based on the campaign's schedule.

By default, your campaign will have this rule pre-created: Email -> exists.

This is a general rule which was designed to match all contacts that you currently have in your account and any future contacts that will be added.

NOTE: To explain the default audience rule - since in Retently you cannot have a contact without an email address, as this is technically not possible, applying the rule Email -> exists, by default means that any contact record you have in your account will match this campaign.

But you can also apply an additional filter to narrow your surveyed audience in case you want to survey only a particular segment of your contacts.

For instance, if your contacts in Retently have tags (or properties), then you will be able to add some extra audience filters and survey only those contacts.

Let's take a more detailed example. Say we have this contact:

The contact Bink has 3 attributes:

  • Department

  • Number of licenses

  • A customer tag

If you would like your regular campaign to match and survey this contact and any other contacts alike, then your audience filters can look similar to this:

Edit the survey schedule

A regular campaign has a predefined schedule, which means that it allows you to specify when a new contact (that has never been surveyed via Retently before) should receive their first survey, and how often should the contact receive recurring surveys afterward.

IMPORTANT: Make sure to check our detailed article on setting up the regular campaign schedule in order to avoid any accidental surveys and to achieve the expected outcome. Learn more about the schedule here.

The "Schedule" section includes the following options:

  • Survey schedule: Here you will configure the first and recurring surveys schedule.

  • Survey time frame: In this section, you will choose the time frame and the weekdays when your contacts should receive surveys.

  • Daily survey limit in campaign: You can limit the number of surveys the campaign will send per day in case you need to stretch out the survey delivery over a longer period of time. The contacts that haven't been surveyed today because of the daily limitation, will be queued and will receive the survey the next day.

Reminders

Reminders will help increase your survey response rate. For instance, if a customer didn't respond to your survey within three days after opening it, our system will send them a reminder email survey. This way, you will be reaching your customers once more when they might be more likely to answer the survey. Learn more about Reminders.

Alerts

In the Alerts section, you can create custom notifications and keep track of your progress.

When creating a new notification you will be asked to choose one or more event types you want to be alerted about, the alert frequency (immediately, daily, or weekly digest), and the channel (email or Slack).

Don't forget to save your notifications and make sure they are enabled.

Autoresponders

In this section, you can create a set of email auto-responders meant to engage with customers who did not leave any text feedback, left a Detractor score, or simply ask Promoters to leave their reviews on specific platforms and spread word-of-mouth. Autoresponders will be sent to respondents with a random delay between 5 and 60 minutes from the moment they've answered the survey. Learn more about autoresponders.

Export

Use webhooks to send requests to web applications every time an event occurs. Webhooks allow you to send HTTP requests to another web application every time an event is triggered, be it new feedback, a bounced survey, or an unsubscribed customer. Don't forget to save each created webhook and make sure they're enabled. Learn more about webhooks.

Activate your regular email campaign

The final step is to enable the new campaign by switching the toggle button ON otherwise, your surveys will not be sent to your customers.

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