Data: it can be a confusing and intimidating concept, but it really doesn’t have to be. You have customers, and those customers have names and email addresses – and there you have the basis of your data feed. Theoretically, you could start surveying based on just that information, but that would be a missed opportunity. You want your data feed to be as rich as possible to optimize your analysis of the survey results. And crucially, you should be surveying the right people.
Who should you survey?
First things first – you are surveying individual contacts, so try to avoid “firstname.lastname@example.org” email addresses. For each customer you should have multiple contacts and ideally you should have contacts at different levels of the organization: operational, tactical, and strategic/C-level.
Read more about the importance of surveying different contacts within one organization in our blog post Why "Voice of the User" is not "Voice of the Customer" in B2B.
What information should you include in your data feed?
Your data feed should allow you to:
1. Identify the individual contact you are surveying so that you can personalize the survey invitation and get in touch with a contact based on their survey response.
- Customer number
- First name
- Last name
- Email address
- Phone number (for SMS surveying, the format should not contain 00 or +. Example of a UK phone number: 442012345678)
- Language (see Language codes)
- Country (see Country codes)
2. Identify who that contact is inside their organization so that you can gauge their influence and by extension the weight of their opinion.
- Job position
- Job level (accepted values: A (Strategic e.g. CxO), B (Tactical), C (Operational), or U (Unknown)
The Job level will allow you to see, on an Account level, what roles in the organisation have been surveyed, if they responded, and what NPS score they selected.
3. Identify the type of organization, and how important they are to you.
- Account number / ID
Uploading the company that each contact belongs to allows for very useful analytics:
4. Identify who owns the customer inside your organization – who is the feedback for?
- Account manager
- Account manager email (for escalations)
You’ll be able to filter the results by this information, and compare results from different segments:
5. In order to send the correct campaign, you will likely set up your recipient filters by touchpoint.
- Touchpoint (example values: Relationship, Support, Implementation, Product, Post Demo)
There are various ways to get your survey records uploaded to CustomerGauge:
File Size: Please ensure your Data file size for API's is not greater than 2MB and for In-App Upload in not greater than 20MB.
File Formats: Data can be uploaded in CSV, XLS or XML format.
Sample data files
To get started with uploading data, you can download a sample file that's based on your system's fields and labels.
To download this file follow these steps:
- Go to "Setup" → "Import Data";
- Click the "Upload File" button;
- Click the "Download Data Structure", followed by the type of file you would want a sample for. Automated CampaignsImport Data FAQ