Gathering feedback from clients is vital for tracking satisfaction, improving your quality of service and to provide your clients with an outlet to share with you their experienced.
Peptalkr makes it easy to automate this process, ensuring you collect valuable insights after the appointments you choose.
There are several approaches to how you might collection feedback, here's some ideas:
After a new patient/client's first or second appointment
After specific appointment types that warrant gathering feedback
After a certain count of appointments, to ensure you're tracking the client's journey with you.
You may also wish to encourage Google reviews (be sure to check you are complying with relevant local laws when requesting reviews) by automatically requesting one when a respondent provides excellent feedback.
Let's dive in! Note that the steps are very similar if you are doing an SMS version, just skip step one 😊
Skip to step 2 if you want to go straight to the SMS instructions.
1. Create a Transactional email template:
Begin by crafting a dedicated email template for your feedback requests. You may create several templates for different purposes that use language specific to the appointment type, whether they are a new or long term patient and so on.
Start with a 'Standard' or 'New Patient' feedback template if you want to keep things simple to begin with.
Peptalkr provides a pre-built feedback template in the 'My Templates' section of the email builder if you want a head start.
2. Insert your feedback form link
Make sure the button or image you've got in your email template is linking to your feedback form. If you're using a Peptalkr feedback form, you can find your feedback form URL on the 'Forms' tab of your account.
If you're using SurveyMonkey, Google Forms or anything else - that's totally fine too!
💡 If you are using a Peptalkr feedback form - we can 'automatically' identify the respondent filling in the form, provided that you follow the steps in this tutorial. The feedback form URL has some special 'parameters' in it that aid in this process - they look something like this:
#a=[appid]&name=[patientfirstname]
Removing or changing these parameters will cause your feedback form to fail to identify the respondent. Furthermore, if you attempt to send the feedback form with anything other than a Transactional Email or Peptalkr SMS, we will not be able to ID the patient.
2. Navigate to the 'Triggers' Tab:
For email feedback requests, head to the 'Triggers' tab within Peptalkr.
If setting up an SMS, you would go to the Send SMS tab and follow the same steps
Create a New Trigger:
Click on the purple + button in the top right of the screen and proceed with the following steps, tailoring each part to suit your reactivation.
Step One: Name & Kind:
Give your trigger a descriptive name, e.g., '30 day new patient reactivation'
Select 'Automated recurring' as reactivations send them selves.
Step Two: Marketing or non-marketing:
Use your discretion to ensure you are following the applicable privacy laws in your region. If you prefer only those opted in for marketing receive it, you can select 'marketing'.
Step Three: When should it send?:
From the available triggering events, select 'After an appointment' - this means the trigger will fire after an appointment has been attended. We recommend choosing right after the appointment (1 hour) or the next day. But it's up to you.
Step Four: Filters to apply:
You can now also filter down which appointment types, categories or even practitioners this feedback request is specific to. Just leave the filters blank to target everyone.
In order to request feedback after a certain appointment type, just select your appointment type(s), and optionally also set an appointment count to ensure they don't receive a feedback request after every appointment they attend of this type.
⚡️ To target new patients - select your 'initial' appointment types using the appointment type filter. Or, alternatively - set the appointment count filter to 'Exactly 1' - this ensures the feedback request is sent after the attendance of their very first appointment.
⚡️ To target based on a count of appointments - set the appointment count filter to 'Exactly' then select the count of appointments you want to target. You can also tick the 'apply my other filters to this count' box if you want to limit the count to appointments matching any other filters you have set.
Step Five: Frequency:
Select 'every time the conditions are met' or 'once ever' depending on your needs.
Step Six: Select your template:
Select the transactional email template you created in step 1.
If sending an SMS you'd simply write in what you want the SMS to say. Use the personalisation dropdown to insert data specific to the patient.
👉 If you can't see your template in your dropdown you may not have pressed the 'Finish' button in the email builder. f this happens, just select any available template and continue, you can edit it and set the correct template before you turn it on. Then navigate back to the email builder and ensuring you hit the 'Finish' button on your draft template.
Step Seven: Summary:
Review all details of your trigger. Once satisfied, press finish to create the trigger. It will be turned off by default.
Step Eight: Summary and Activation:
Test your reactivate email by pressing the email icon.
If everything looks good, press the switch to turn it on.
You can now duplicate the trigger if you want to make more versions. Multiple triggers can reuse the same transactional email template, or you can create more templates.
3. Monitor and improve
Over time, monitor the performance of your emails. Then adjust your template or trigger as necessary to improve your your open rate, click rate and number of responses.
💡 Remember, the key to a successful feedback request is to keep the email/SMS short and sweet, provide a clear directive and include a prominent button/link to your feedback form/survey. Keep the form short when possible to improve your completion rate.