New features

Allow the ability to customise the thank you message. We would like the ability for the respondents to be able to put in a URL for a charity we can make a donation to for each completed Survey.

Give SmileBack users the option to modify the text that appears on the comment page for CSAT reviews, similar to what is possible with NPS.

Connect SmileBack to Power Automate and create workflows triggered by new CSAT, NPS or Project Survey responses. This will include the ability to set up Teams alerts for new reviews in CSAT, NPS and/or Project Surveys and will mean we can continue providing an integration for Teams once Microsoft retires the connector we rely on for the current integration.

Currently, there is no way to edit a CSAT survey. If a change is needed we have to create a new survey, copy the snippet, and update the HTML code in the CW email status response. This is a poor design. Instead of embedding all of the survey details in the snippet HTML, the snippet should be a simple, unique, immutable reference back to SmileBack that pulls the HTML code. This would allow snippets to be edited and would change the behavior of any survey that had already been sent.

Allow more than 2 follow-ups per unresponsive contact in NPS campaign sends.

Include information about the performance of NPS survey sends, such as: How many people the email was sent to What was the open rate What was the click rate What was the reply rate Top engaged contacts Time spent viewing email Engagement over time Opens by email client Office Apple Mail Etc. Recipients: Number and who was sent to Number and who was delivered to Number and who opened Number and who clicked Number and who replied Number and who bounced Number and who subscribed Number and who was reported as spam Number and who was not sent

Automatically remind clients when they haven't answered a CSAT survey.

Allow partners to get more fine-grained benchmarks by comparing themselves to segments based on (for example) location, industry and company size.

For example the ability to duplicate an existing campaign or choose options from a template.

See the Net CSAT Score and NPS for individuals and companies in their respective profiles inside ConnectWise Manage.