Choosing how your survey gets delivered

The channel you choose affects response rate more than almost anything except length. Here’s how to pick.

Email

The default, and right for most situations. Works for any customer whose address you have, gives you room for context, and is easy to schedule against an event like a checkout or a visit.

Worth getting right:

• Subject line. Short and specific beats clever. “How was your visit on Tuesday?” outperforms “We value your feedback.”
• Sender name. Use your business name, not a no-reply alias. People answer humans.
• Reply-to. Point it somewhere monitored. Some people will reply to the email instead of filling in the survey, and those replies are often the most useful thing you’ll get all week.
• Personalisation. Using the customer’s name and a specific detail of their visit meaningfully lifts response rates.

QR code

Best for in-person moments — a table card, a receipt, a room, a counter. The customer is physically present and the experience is happening right now, which produces more specific feedback than a next-day email.

Use QR when the feedback is about a place. We have a free QR flyer generator if you need something printable.

Embedded on your website

For feedback about the website itself, or for making a permanent feedback route available without sending anything.

→ Embedding a survey on your website

Direct link

A plain URL you can put anywhere — a social post, a chat message, an email you’re sending yourself, a printed card. The most flexible option and the easiest to test with.

Which to use when

Timing beats channel

Whichever channel you pick, send it close to the experience. A same-day email will outperform a perfectly crafted message sent two weeks later. Feedback quality drops sharply with time, because people forget the specifics and give you generic answers.

Availability

Which channels are available depends on your plan — see plans and pricing for the current breakdown.