User Documentation

Survey Campaign

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Important

Survey Campaign can be created from the old UI only.

You can survey your customers by creating a set of questions and sending the link through SMS or Email. Survey Campaigns help you identify the promoters (who are happy with the service and products offered by your organization and likely to refer your brand to their friends) and detractors (those who are not likely to refer your brand) in your customer base.

Creating a New Survey Campaign

  1. On the InTouch portal, select Home from the left-hand corner.

  2. Select Engage+ from the sidebar menu.

  3. Select Open old campaign manager.

  4. Select +New Campaign from the Campaigns Home page.

  5. Choose the campaign type from the dropdown menu. Choose Survey campaign.

  1. Enter the required details for the selected campaign and select appropriate configuration settings.

The table below provides descriptions of each field.

FieldDescription
Campaign NameName of the campaign.
DescriptionBrief description of the campaign.
Valid betweenThe date range for which the campaign is valid for.
Campaign ObjectiveThe primary objective of the campaign.
Survey TypeThe Survey type is used for reporting purposes only. It allows you to collect customer feedback or responses
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The table below provides descriptions of each category under Campaign Objectives.

CategoryValuesHelp Text
AcquisitionGeneralAcquire new transacting customers from a given acquisition channel
ReferralAcquire new transacting customers through referrals by an existing customer
DelightBirthday/AnniversaryDelight customers with incentives around life events to encourage them to transact by redeeming points or coupons
Feedback/SurveyDelight customers with incentives and encourage them to take a survey or provide feedback
InformationalCustomer Joinee ProgramEncourage new loyalty customers to know more about the program benefits and the brand. Increase in repeat purchase frequency and LTV
Store Opening (Awareness)Inform customers nearby about a new store opening to boost transactions at the store
Product LaunchInform potentially interested customers about a new product launch to boost sales for the newly launched product
Season/ArrivalsInform potentially interested customers about new collections/stock in the stores to boost sales
Brand awareness, InformercialBrand building exercise and information sharing with customers to increase overall customer engagement with the brand
PromotionalUp sellPromotional campaign to encourage people to buy higher volumes of the same SKUs - higher count per SKUs
Cross-SellPromotional campaign to encourage people to buy different SKUs - higher count of unique SKUs
Sales BoosterPromotional campaign to encourage people to buy more - higher ABS and ABV
MiscellaneousHeavy Discount Sale (includes EOSS)Boost sales during any heavy discount periods including festivals and EOSS
Frequency EnhancerEncourage lower frequency visitors to transact more frequently
LapsationReactivate lapsed customers and encourage them to transact.
  1. Select Create to create the survey campaign.

Adding Questions to the Survey

  1. After creating the campaign, you'll be taken to the Forms page, where a default "Question 1" is pre-filled. Click the Edit icon to modify the question, then click Save to apply your changes.
  1. Click Add Question and select the question type. The following screen appears (The Scale type was chosen in this case).
  2. Add the question, select the Required option to make the question mandatory, and click Save.
  3. Select the Color theme.
  4. Add the confirmation response that would appear after the customer submits the survey.
  5. Click Create Form to create the form.
  6. Click Publish to roll out the survey.

Managing a Survey Campaign

Managing a survey campaign refers to monitoring its performance and making updates as needed. You can view and edit campaign details, track its progress, and make changes to the information. You also have the option to activate or deactivate the campaign based on your requirements.

Viewing and Editing a Survey Campaign

To view or edit your survey campaign, follow these steps:

  1. On the InTouch portal, select Home from the left-hand corner.
  2. Select Engage+ from the sidebar menu.
  3. Select Old Campaign Manager to view existing campaigns.
  4. Select the survey campaign you want to edit and make the necessary modifications.

Activating & Deactiving a Survey Campaign

To Deactivate or Activate a Survey Campaign follow these steps.

Deactivating a Survey Campaign

  1. On the InTouch portal, select Home from the left-hand corner.
  2. Select Engage+ from the sidebar menu.
  3. Select Old Campaign Manager to view existing campaigns.
  4. Select the survey campaign you want to disable.
  1. Select Stop to deactivate the Campaign.
  1. The campaign is successfully de activated.

Activating a Survey Campaign

  1. On the InTouch portal, select Home from the left-hand corner.
  2. Select Engage+ from the sidebar menu, then choose Old campaign manager.
  3. Select Lapsed to view the deactivated Survey campaign.
  1. Select start to activate the campaign.
  1. The campaign is successfully activated and can be viewed in the Old Campaign Manager.

Updated 6 days ago