Feedback Campaign
Collect actionable customer feedback with a survey invitation by email, a hosted survey, and an SMS fallback. Hear every voice.
Feedback loop (NPS & CSAT)
Best practice
Email
Survey/Form
SMS
7 days
- Day 1 · 10:00
Survey Invite
The email that invites customers to share their feedback.Template: Survey Invitation Email - thenDay 1 · 10:00
Customer Feedback Survey
The hosted survey that stays open for a full week. - thenDay 4 · 11:00
Reminder SMS
A friendly text reminder for those who haven't responded yet.
Survey Invite bounced → Reminder SMS
| Day | Channel | Event | Description | |
|---|---|---|---|---|
| Day 1 · 10:00 | Email | Survey Invite | The email that invites customers to share their feedback. | |
| Day 1 · 10:00 | Survey/Form | Customer Feedback Survey | The hosted survey that stays open for a full week. | |
| Day 4 · 11:00 | SMS | Reminder SMS | A friendly text reminder for those who haven't responded yet. |
Included automation
When "Survey Invite" is bounced → "Reminder SMS"
Why this works
Feedback is most accurate while the experience is still fresh: invite on day 0, keep the survey open for a week and send exactly one reminder.
- Invite mid-morning on the day the experience ends — recall fades fast, and so does the response rate.
- Send one reminder on day 3, to non-responders only; a second reminder irritates more people than it converts.
- Use SMS only as the fallback for contacts email cannot reach, and treat SMS consent as separate from email consent.
- State the length of the survey up front and report back what changed — closing the loop is what makes the next survey work.
Measure: Survey completion rate