Background
We wanted to a customer survey similar to a Net Promoter Score survey. We wanted this survey to be launched through an email to our customer base. Our EDM tool of choice is Klaviyo, and our survey capture tool of choice is Typeform.
We love Typeform - they have a great features called Opinion Scale which is essentially the component you need to use to do a customer survey like a Net Promoter Score. Typeform shows you how to integrate with an EDM tool by generating the HTML to display the opinion scale in an email.
We also love Klaviyo but it lacks the ability to insert arbitrary HTML.
So in a nutshell we had unusable EDM content to elegantly launch a Net Promoter Score kind of EDM.
The following is our (rather simple) solution to this challenge.
In Typeform we started with the existing template for a Net Promoter Score questionnaire. Find it by choosing "New typeform" and then scroll down in the template gallery to Net Promoter Score Template.
Customise:
You may wish to customise the look and feel, and perhaps remove or change some of the questions in the Typeform template that aren't appropriate for your purposes.
However make sure your first question remains the Opinion Scale question "How likely are you..."
Add Email Capture:
You probably want to know who the respondent is without asking them their email address - you will already know that if the respondent is answering from an email newsletter prompt.
To do this in the Typeform builder choose "Add a new question" then click on Hidden Fields, and name it email.
Typeform tells you the URL to reach the survey page. In our case it was of the format:
https://yourname.typeform.com/to/aBcDeF?email=xxxxx
where the bold bits will be different for your situation.
Keep a record of this URL and let's get started with Klaviyo.
Create a new campaign in Klaviyo (we won't show you how to do that here. At the location where you want to offer the Opinion Scale question add a Header / Link Bar block and choose the LINKS/BUTTONS ONLY option. You may wish to customise the look and feel, and perhaps remove or change some of the questions in the Typeform template that aren't appropriate for your purposes.
However make sure your first question remains the Opinion Scale question "How likely are you..."
Add Email Capture:
You probably want to know who the respondent is without asking them their email address - you will already know that if the respondent is answering from an email newsletter prompt.
To do this in the Typeform builder choose "Add a new question" then click on Hidden Fields, and name it email.
For the Opinion Scale you want to add 11 buttons with the field values set as follows:
Text: Give each button the next number in the scale 0 to 10, i.e. the first button Text is 0, the second is 1 etc.
URL: Grab the URL you noted in Step 3 above and do the following
1) change the "xxxxx" to "{{ email }}" (ignore my quotes). This will populate with the email address of the customer automatically
2) Append to the URL "&prefilled_answer=0" and change the "0" to match the button text
The end result is that the URL for say the button that says "4" will look like:
https://yourname.typeform.com/to/aBcDeF?email={{ email }}&prefilled_answer=4
Styling: Change the colouring to match the styling you used in Typeform. In our case we chose Background = #EDF7F7, Border = 1, Solid, #509A97, Font = #509A97, and tweaked the padding. In our case it wasn't perfect, but it looked ok, we didn't create a different version for mobile which would have allowed us to make it look even better.
You'll then want to add Split Block below for the 0 = Not at all likely and 10 = Extremely likely scale prompts.
You can send the email now.
What you'll see is when you click on any number you will be taken to the Typeform hosted form with the opinion scale showing. The number you clicked will flicker briefly as if you just clicked on it and the Typeform will scroll to the next question smoothly.
That's it. The rest is up to you. Some of the customisations we added were a redirect to a thank you page at the end, and we also customised the question for the opinion scale - if you're doing a true Net Promoter Score survey then you probably don't want to change the wording too much from the template.
We hope this helps you.