Importing your customer list

Before you import: the consent question

You need a lawful basis for contacting these people — in practice, they’re your customers and would expect to hear from you.

Fine: people who bought from you, stayed with you, booked with you, or asked to be contacted.

Not fine: a purchased list, scraped addresses, or contacts from a business you acquired without checking what they agreed to.

Surveying people who don’t recognise you produces spam complaints, which damages your ability to reach the customers who do want to hear from you.

→ Privacy and your data

The CSV format

Your file must have these three columns: Name, Email, Phone.

There’s no column-mapping step — the columns are fixed, so the headers need to match. The sample file uses:

name, phone_number, email

Download the sample from the import screen and fill it in. That’s the most reliable way to get the format right first time.

Other limits: .csv only, and 5 MB maximum.

Clean it first

Ten minutes here saves a lot of mess:

• Remove duplicates — two rows for one person means two surveys
• Remove dead addresses — typos, [email protected], old internal accounts
• Remove staff addresses — surveying your own team skews everything
• Check the encoding is UTF-8 if you have accented names, or they arrive mangled

Import

Settings → Customers, then Import Customers.

1. Choose File and select your CSV, then Upload.
2. The file is processed — We’re processing your imported file…
3. Import Results appears.

Read the results properly

The results screen shows Total Records, Successful, Failed and Skipped, plus a table listing every row with its status and a Reason / Notes column.

Read the failed and skipped rows. This is the step people click past, and it’s where you find out that a third of your list didn’t arrive. The reason column tells you exactly why — usually a malformed email or a missing required field.

Then Add customers to commit them.

Import a small test batch first. Ten rows, check they look right, then do the whole list.

Adding one person

For a single customer, Add manually on the Customers screen: Name, Email (required) and Phone number.

Then send

Customers are immediately available on the send screen.

Don’t survey everyone at once. A single blast to a large list produces a spike of responses you won’t work through and burns goodwill you could have spent at a better moment.

→ Send your first survey

Keeping the list current

A one-off import goes stale. If your customers live in another system, connect it so new ones arrive automatically:

Shopify · Stripe · Salesforce · Cin7 · Amadeus · Delphi