Following up with unhappy customers can help you reduce churn, learn about the painpoints, and form long-lasting relationships.
Step 1. Create a survey to send via an email or direct link
1. Log in to your account, and you'll see the panel where you can view all surveys you've created - active and inactive. To create a new survey, click on Create new survey.
2. Pick an Email or shareable link survey from the menu. You can either set up a survey of your own (start from scratch), select a survey from our templates library (start from template), create a survey with AI, or import questions you prepared before:
3. Add a rating or NPS® question to your survey. Those questions let you quickly determine the respondent's satisfaction with your services and products:
4. Choose Mailchimp in the Identify respondents with field in both Configure and Share tabs of your survey:
❗️This is an important step - if you wish to follow up with unhappy customers, they should be identified.
Step 2. Connect and set up Mailchimp integration
1. To enable Mailchimp integration, go to the Connect tab of your survey, find and pick Mailchimp from the list of integrations. You can also enable Mailchimp integration in the main menu Settings -> Integrations.
2. Click the Connect button to set up the authorization.
3. In the pop-up window, press the Authorize access button to confirm the connection. If you don't see the pop-up window, you may need to allow pop-ups in your browser - please look for the settings in your browser URL bar, or use instructions for Chrome, Firefox, Opera, Edge, or Safari.
4. After authorization, pick the Mailchimp list you'd like to connect the survey to. You can select one list for each survey you wish to Connect.
💡Tip: You can always change the list under Mailchimp integration settings.
5. In the Mailchimp tab, go to Send tags and set it up to tag the unhappy customers accordingly:
6. Send your survey and collect responses. If you need instructions on sending a Survicate survey with Mailchimp, you'll find step-by-step instructions here.
Step 3. Create a new survey and send it to the previously tagged customers via Automation
1. Create another survey that you'd like to send to your unhappy customers. The follow-up survey can be a short questionnaire with a Text-answer question asking for more feedback from unhappy customers or anything else you'd like. It's best to send it out soon after the original survey for at least two reasons:
the respondents will still remember why they left a low score;
you'll be able to act on their feedback quickly to improve the experience for future customers.
📚 See more ways of acting on negative feedback in our guide.
2. In Mailchimp, go to Automations and choose Email tagged customers:
3. Decide on the delay and choose the same tag you chose in the Survicate panel to describe the unhappy respondents:
As the last step of the Automation, add the follow-up survey to your email body. Voilà! Your journey is done and ready to be used. Collect the insight from unhappy customers and make your service even better 🎉
📞 If you have any questions about setting up the Mailchimp integration - feel free to reach out to our team via chat or email: support@survicate.com.
Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.