Survey (In-Email Survey)

Get to know the steps to make your survey implementation straightforward and effective. Dive in, understand the nuances, and master all that Capturly’s email surveys have to offer.

What is a Capturly In-Email Survey?

The Capturly email survey feature enables you to collect feedback directly from your customers through in-email surveys. Its primary purpose is to measure customer satisfaction regarding products, services, and overall website experience, combined with an integrated session recording feature. This allows you to view the activities of customers, especially those who might have given a low satisfaction score.

Capturly email survey

What are the requirements for setting up a survey?

First of all, you’ll need to create a Capturly account and insert the tracking code into your website.

To set up a survey, Capturly needs permission to monitor email input fields on your website. By default, Capturly doesn’t track keystrokes as users fill in email fields. Please provide permission to Capturly to view these email inputs.

Note: Please ensure that unmasking the input field of email addresses complies with the law and legal regulations of the country where you are operating.

How can I create a survey? Step-by-step guide

To create a survey, login to your  Dashboard  and go to  Surveys.  Let’s make a survey for new customers who just picked one of our paid plans. We’ll reach out to them 5 days after they sign up.

STEP 1
  • For first-timers: Click  Create my first survey.  A welcome page will appear.
  • For seasoned users: Click  Create new survey  to start afresh.
Create first survey in Capturly
Create an additional survey in Capturly
STEP 2 Define which email input field completion should activate the survey. Essentially, when users input their email address (whether it’s to log in, sign up, or a ‘contact us’ form, etc.), they become eligible for in-email surveys.

  • Enter the URL where the form is hosted. If the form appears on multiple URLs, list them, separating each with a comma.
Survey configurations - define the form
  • Then, define the form ID (it’s optional). To find the form ID, visit your website, go to the Inspect (right click → Inspect), and copy that.
Form ID in the Inspect mode
  • Specify the email input field of the form. First, grant Capturly permission to access the field. If the field doesn’t appear in the dropdown, click “click here” for assistance. Then, you will see a modal where you can unmask those fields automatically or manually.
Unmasking the email input field for sending surveys via Capturly
Unmasking the email input field for the first time
Automatically: Enter your site’s URL and hit Collect fields. Then, you’ll see the preview of your webpage. Following that, choose “+Add” to select the fields that’ll trigger the survey.
Selec the email input field from the preview
Manually: Extract the ID of the input field from your site’s HTML code. Find the ID by visiting your website, opening the Inspect tool (right click → Inspect), and copying the field ID.
Copying manually the email input field ID form the Inspect mode
STEP 3 Set up automatic survey timing. In this step, decide when the survey will be sent to users – after they sign up, log in, or complete any form.

Tip: To send the questionnaire immediately after an action, ensure both days and hours are set to 0.
Automate the timing of the survey
STEP 4 Set up your email settings

  • Subject line: Input the preferred subject for your email.
  • Language: Select the desired language for your questionnaire. Although you can customize all questions and the thank-you page, be aware that some buttons (like “next” between questions or “submit” at the end) will be auto-translated based on this selection.
  • Survey Alert: Activate this feature to get notifications for less favorable responses. Set a rating threshold, and you’ll be alerted via email if feedback ratings dip to or below this mark.
Setting up the basic email settings for sending email survey
STEP 5 Update your logo to personalize the survey. Ensure you upload files in either JPEG or PNG formats, as these are the only accepted formats.

STEP 6 Compose the introduction for the email. This text will appear in the body of the email.

STEP 7 Click on the  Next  button to save the basic settings and continue composing your email.

Customize your survey
STEP 8 Customize the questions.

  • The default format for the first question is a rating scale.
  • Adjust the minimum and maximum labels of this scale to align with your question’s context.
  • Click on  +Add new rule  to set logical conditions. This allows questions to be presented based on the user’s given score. Remember, you can add as many conditions as you wish.
In our example: 

If the users rate 8 or higher, they will be navigated to the Thank you page. On the other hand, if a score of 7 or below is given, we’ll prompt them with further questions to gain a better understanding of their satisfaction level.

Customize your survey questions and add logic
STEP 9 After setting up your questions, click the  Send to Myself  link. This allows you to send a test questionnaire to your own email, ensuring that everything has been configured correctly before reaching out to your users.

STEP 10 Select  Save to Draft  if you wish to activate the survey at a later time, or opt for  Save & Activate  to initiate it immediately.

Saving the survey in Capturly

How many surveys can I set up?

It depends on your subscription plan:

  • Free: 1 (since you can unmask only one input field)
  • Lite: 1 (since you can unmask only one input field)
  • Pro: Unlimited
  • Enterprise: Unlimited

Is there a limit to the number of questions per survey?

Regardless of your subscription plan, you’re free to include as many questions as you’d like in your survey.

Are there any restrictions on the number of respondents?

The number of respondents is linked to your available session replays. Without a recorded session for a user, they won’t be eligible for feedback. Furthermore, if you go over your recording limit, we won’t send out more emails.

What types of questions can I incorporate into my survey?

You can choose from two question formats:

  • Rating Scale
  • and Long Text Answer.

Can I implement conditional logic or branching in my questions?

Yes, there are no limitations.

How can I share my surveys with my customers?

Once you activate the survey, Capturly will automatically send it via email to your customers. These emails will originate from [email protected].

How to view my survey responses?

Once you have activated your survey, log in to your  Dashboard  and visit  Survey  menu.

If you have multiple surveys and want to view the results for each one, follow these steps:

  1. Navigate to the  Survey menu. 
  2. In the upper left corner of the page, click on the  dropdown  menu.
  3. From the dropdown list, select the specific survey you wish to view results for.
View survey responses when there are at least two survey

How are survey results presented?

Capturly displays the results on a dedicated page with various charts:

  • Capturly shows the distribution of scores you received via surveys. Moreover, we provide insights into the number of reviews over time and their average scores.
  • User sentiments are segmented into “dissatisfied” (1-6), “neutral” (7-8), and “satisfied” (9-10) categories.
  • Detailed user information, answers, relevant dates, and a session replay option are available in tabular format. Surveys also come with statuses like “awaiting”, “sent”, “opened”, and “closed”.
Survey results presented via charts in Capturly - user insights and segm ents
Capturly's detailed survey result presented in table with session recording integrations.

What do the different statuses mean?

  • Awaiting: This indicates that the survey is set up and scheduled but has not been dispatched to the intended user yet.
  • Sent: At this stage, the questionnaire has been sent out but the recipient hasn’t started filling it out.
  • Opened: This means the recipient has opened and started the questionnaire, but it’s not yet complete.
  • Closed: This status confirms that the recipient has fully completed and submitted the survey.

Can I export the survey results?

Yes, use the download icon located at the top left.

Exporting the survey results in Capturly

How can I deactivate my survey?

Would you like to stop sending the survey to your recipients? If so, simply navigate to the survey menu and select  Deactivate  from the upper left corner. After this action, Capturly will no longer gather new recipients.

Note: Be aware that Capturly will still send surveys to users who are in the “awaiting” status at the time of deactivation.

Can I set up on-site surveys?

No, however, this feature is on our backlog. 

Is the survey mobile-responsive?

Yes, the surveys are optimized for mobile view in email clients.

Where can I find help if I face issues with the survey feature?

If you encounter any issues with the survey feature, we’re here to help. We offer support at every step of the setup process. Don’t hesitate to reach out for assistance at [email protected].

Are there additional costs for exceeding limits?

Yes, exceeding certain limits will result in additional charges. Please contact us for details or consider upgrading to a more comprehensive plan.