Which questionnaire template should I send to my customers?

eTrusted sends out review invites for you as email messages either manually or automatically. These messages include a link to one of several questionnaire templates you can choose in advance so that your customers can submit a review of your services.

This article provides an overview of the available questionnaire templates and a guide to choosing the most fitting template according to your needs.

Which questionnaire template fits my use case?

In the yellow box below, you will be asked which of your services customers should give you feedback. Once you have answered this question, the questionnaire shows you the appropriate template.

You will find a first impression of your respective template in the following section.

What do the individual questionnaire templates look like and how do I use them?

Standard Questionnaire Template

This animation shows the individual parts of the questionnaire that your customers will receive, including the star rating and the comment function.

Standard_EN.gif

Similar to the Extended Questionnaire Template, the questions in the comment field vary depending on the number of stars awarded.

hc-questionnaire-explanation-stars_EN.jpg

How do I set up Review Invites using the Standard Questionnaire Template?

There are two ways to collect eTrusted reviews using this template via the Control Centre. You can automatically collect reviews via the invite rules or you can manually send invites for reviews with the Review Collector.

You can find further information on automatically and manually sending your Review Invites in these two articles:

Extended Questionnaire Template

This animation shows the individual components of the questionnaire that your customers receive. This includes the star rating, the comment function and the additional questions about your service.

Extended_EN.gif

Similar to the Standard Questionnaire Template, the questions in the comment field vary depending on the number of stars awarded.

hc-questionnaire-explanation-stars_EN.jpg

How do I set up Review Invites using the Extended Questionnaire Template?

There are two ways to collect eTrusted reviews using this template via the Control Centre. You can automatically collect reviews via the invite rules or you can manually send invites for reviews with the Review Collector.

You can find further information on automatically and manually sending your Review Invites in these two articles:

Service + Product Questionnaire Template

If you collect Service and Product Reviews together, your customers will receive a questionnaire consisting of one of the two questionnaire templates for Service Reviews (Standard or Extended Questionnaire Template) and the Product Review Questionnaire Template.

These two animations show the individual components of the questionnaire that your customers receive for both variants. When rating your service and products, your customers always give a star rating and are then asked to use the comment function.

Variant with Standard Questionnaire Template

Standard+Product_EN.gif

Variant with Extended Questionnaire Template

Extended+Product_EN.gif

The questions in the comment field vary depending on the number of stars awarded.

hc-questionnaire-explanation-stars_EN.jpg

How do I set up such Review Invites?

Set up your automatic invites with the help of the eTrusted Control Centre and select the questionnaire templates you want. We explain how to do this in the following article: How to send invites to my customers automatically?

Product Review Questionnaire Template

This animation shows the individual parts of the questionnaire that your customers will receive, including the star rating and the comment function.

Product_EN.gif

The comment function shows different headings and questions – depending on the previously assigned number of stars.

hc-questionnaire-explanation-stars_EN.jpg

Just like your Service Reviews, you can also collect Product Reviews automatically. Simply set up your automated invites with the help of the eTrusted Control Centre and you’re ready to go.

In order to individually adapt the invites to your needs, you have the choice of setting up...
... a joint review invite for your Service and Product Reviews
... or two time-delayed review invites for both review types
to be sent.

Two time-delayed review invites can be useful, for example, if you want to give your customers enough time to form a well-founded opinion about the purchased product prior to receiving the review request.

In this article, we explain how to set up automated invites for your Product Reviews: How to send invites to my customers automatically?

Can I create my own questionnaire templates?

What if the questionnaire templates provided by Trusted Shops do not match your requirements? Then create your own questionnaire templates with the help of the eTrusted Control Centre and use them to collect Service Reviews. We explain how to do this in the following article: How do I personalise the content of my questionnaires?


Was this article helpful?

5 out of 8 found this helpful