Customer campaigns and surveys

Send a message or an NPS survey by email to a group of customers.

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What a campaign is

A campaign is one email sent to a group of your own customers: all of them, those with an overdue invoice, those who bought recently, or those who have not bought for a while.

There are two kinds: a “message”, which is only your text, and an “NPS survey”, which asks under your text how likely the customer is to recommend you.

Sending a campaign

Before sending you see how many customers will get the email and how many will not — because they have no email address or asked not to be written to. Sending takes a separate confirmation.

Once sent, a campaign is no longer edited. The state of each email is what the mail service reports: in the queue, sent, or not delivered.

  1. On the Campaigns page press “New campaign” and choose the type, the group and the language.
  2. Write the subject and the text; wherever you write {name} the customer’s name appears.
  3. Save the draft and look at the audience count.
  4. Press “Send” and confirm.

The NPS survey

From the link in the email, with no account, the customer gives a score from 0 to 10 and may say why. Each customer answers once, and the survey can be answered for 60 days.

Scores of 9 and 10 are “promoters”, 7 and 8 “passives”, and 0 to 6 “detractors”. The NPS is the share of promoters minus the share of detractors.

Beside the score you always see how many people answered. Until somebody answers, no score is shown.

Opting out

Every email carries an “I do not want these messages” link. A customer who uses it is left out of later campaigns, and that shows in the campaign’s report.