1) Overview
The Survey Feedback Module helps collect structured feedback from customers for
sales and service quality. Surveys can be sent via Email or SMS using invite links.
What you can do with this module
- Create feedback surveys (CSAT/NPS-style or custom formats)
- Add questions (rating, multiple choice, text feedback, etc.)
- Send survey invites to customers via Email/SMS
- Track responses and take follow-up actions
** CSAT: Customer Satisfaction, NPS: Net Promoter Score
2) Workflow (End-to-End)
Typical end-to-end workflow:
- Create a survey
- Add questions
- Activate survey
- Generate invite for a customer
- Send invite (Email/SMS)
- Customer submits survey
- Track responses + follow up
Recommended usage: Send surveys after deal closure, ticket closure, delivery, or AMC renewal.
3) Create a Survey
Step 1: Open the Survey module in Euphoria CRM.
Step 2: Click Add Survey.
Step 3: Enter:
- Survey Name
- Purpose (Sales feedback / Service feedback / Training feedback)
- Instructions (optional)
Step 4: Save the survey.
4) Add Questions
Step 1: Open the survey you created.
Step 2: Click Add Question.
Step 3: Choose a question type (example):
- Rating (e.g., 1–5)
- NPS (0–10)
- Multiple Choice
- Short Text / Long Text
Step 4: Mark questions as Mandatory if required.
Tip: Keep surveys short (4–8 questions). Always include one open-ended question: “What can we improve?”
5) Activate Survey
Step 1: Review the survey questions and order.
Step 2: Set survey status to Active.
Important: Only Active surveys should be sent to customers.
6) Generate Invite
Step 1: Open Survey Invites / Invite Management.
Step 2: Select:
- Survey
- Customer (Name, Email, Mobile)
Step 3: Generate invite to create a unique survey link.
Tip: Use one invite per customer interaction (e.g., one per ticket closure).
7) Send Invite (Email/SMS)
Email
- Open the invite you generated.
- Click Send Email.
- Confirm recipient and subject.
- Send.
Email subject suggestion: “We value your feedback – 1 minute survey”
SMS
- Open the invite you generated.
- Click Send SMS.
- Confirm mobile number.
- Send.
SMS text suggestion: “Please share feedback: {SurveyLink}”
8) Customer Submits Survey
The customer opens the invite link, fills the form, and submits the survey.
Responses are recorded against the invite/customer record.
Good practice: Ensure the survey form is mobile-friendly, as most customers respond on phone.
9) Track Responses & Follow-up
Step 1: Open Survey Responses / Survey Reports.
Step 2: Filter by:
- Survey name
- Date range
- Customer / sales rep / service agent
- Status (Submitted / Pending)
Step 3: Follow up:
- Call customers with low ratings
- Capture improvement actions
- Close the feedback loop and update internal notes
Tip: Track trends monthly: average score, response rate, and top recurring issues.
10) Best Practices
- Keep it short: 4–8 questions max.
- Send immediately: within 24 hours of delivery/closure for better response rate.
- Send immediately: within 24 hours of delivery/closure for better response rate.
- Use one open-ended question: “What can we improve?”
- Close the loop: contact unhappy customers and document actions.
- Measure response rate: aim for 15–30% (industry varies).
11) FAQ
Can I send the same survey link to multiple customers?
It is recommended to generate a separate invite for each customer so responses are tracked properly.
When should I use Survey Feedback?
After deal closure, ticket closure, delivery, training completion, or AMC renewal.
What if a customer does not respond?
Send one reminder after 24–48 hours. Avoid spamming.