Surveys & Emails
How is Customer Satisfaction Score (CSAT) and Product Quality Score (PQUAL) calculated?
Satisfaction scores, like Customer Satisfaction (CSAT) and Product Quality (PQUAL) are a percentage from 0% to 100%, where 100% is the best score. Simply put, satisfaction scores are calculated as the number of satisfied respondents divided by the ...
Email Deliverability: SPF, DKIM, and DMARC
Most accounts have their LoyaltyLoop service configured to send survey invitation emails and related service emails from an email address of a person at your company domain (e.g. person@mycompany.com). This makes your LoyaltyLoop emails more ...
Formatting your LoyaltyLoop emails (Mobile, Plain, Advanced template mode)
When creating or updating your invitation email, or any emails generated from inside your LoyaltyLoop account, be extra careful when pasting pre-formatted text or HTML into the editor. Whether the LoyaltyLoop HTML editor, or another HTML editor you ...
Can you audit my service?
Your team at LoyaltyLoop is always working behind the scenes to make your surveys and service as effective as possible. If you would like our team to review your entire service to ensure it is up-to-date, and utilizing our current standards and best ...
What do I do if lots of customers are answering on the wrong end of the scales?
If you have many customers choosing the wrong end of your survey choices, it might be time to update your survey theme. While no survey will be error-proof, certain options can help reduce mistake by your respondents. Remember, if someone does make a ...
What to do if your raw contact data list are missing first names, and/or contain inaccurate names
From time to time, a client will upload or send us their raw customer contact data, but the contact data is missing first names, or includes inaccurate names. If your data looks like this, here's what we suggest. 1. Take the time to correct this in ...
How to handle an unclickable survey link
In very rare cases, a link to a survey is not clickable. Some email clients will rewrite the survey link (and all links in the email) as a security measure. When this happens, please inform your customer to copy and paste the link at the bottom of ...
Can I include an order number (or other order details) in my survey invite?
You may include variable data in your survey invites, however it's important to understand how this may appear to your customers, and how it could affect their experience with your business. LoyaltyLoop's default configuration does not send a survey ...
Can I use LoyaltyLoop to send out an eblast/newsletter to my customers?
LoyaltyLoop is not designed as a marketing email tool where you can send newsletters, announcements, and other general marketing email communications to any contact. LoyaltyLoop is designed to engage your customers to give your feedback, and it ...
How to manage customers who reply directly to your survey invitation email
Do customers directly reply to your survey invitations in addition to completing your survey? In most cases, this is what we all want - customer engagement! However, you also may receive lots of auto-responses (e.g. vacation and out-of-office ...