Using Survey, you can collect your customer feedbacks and interests, while they are in the store or out of the store.
You can reach your customer with a Survey while they are in store in two ways:
- Show the Survey in the Access Journey during the Guest WiFi onboarding
- Send them a Text with a link to the Survey using Triggered Campaigns
In-store surveys are a great way to collect customer's interests, for example asking what product/services they are looking for.
Using Segment Builder you can also isolate the group of Returning Customers and, in this case, as you know the customer already visited your stores, so you can ask questions about his past experiences.
Using Triggered Campaign, you can reach your customers via email once they leave your store to collect their feedback and suggestions. You can achieve this by triggering the message using the "Leave a Location" event or by adding a delivery delay after a customer signed-in into the guest WiFi.
Our data shows that emails sent just after a store visit are more likely to be opened than the email sent at random times.
Associate answers to Customer Profiles
When you publish a Survey in the Access Journey, for example in the Login Attempt step, we automatically associate the response to the related customer identifier. In this way, survey responses can be used to enrich the customer profile for a more tailored targeting in future campaigns.
When you deliver a Survey using the Triggered Campaign, you can also associate the responses to the related customer profile. To do so, you need to append the keyword "&c4w=C4W_TRACK_ME" at the end of your Survey URL, as described in this article. In this way, you can see in the reports of Triggered Campaigns how many people clicked on the Survey link and at the same time to associate the responses to the related customer profile.