New feature: Custom fields in Messages and Surveys

Trustmary’s handy custom fields just got a lot more handy!

You can now use the custom fields you’ve created for your contacts (either manually in the import phase or by integration) to personalize messages and survey forms. The fields work like the variables you already had in messages (such as [firstname:]) and load the contact’s information in the chosen field to its place.

You can also copy variables to paste into messages by simply clicking on them. In the surveys, you can find your fields with the Manage Fields button on the settings tab.

Go test the feature in Trustmary now!

Come again: What are custom fields?

Custom fields are variables that help you customize one survey to fit multiple purposes.

Using them makes surveys more personalized and conversational, which can motivate people to complete them.

In a nutshell, you create a codeword that is a placeholder for a set variable. You can decide which codeword to use.

For example, you could create a code FIRSTNAME that you add to your survey, and when an individual user opens the survey, this placeholder is replaced by their first name.

This is familiar to us from email messages and subject lines, but now you can add them to your survey questions as well.

When to use them?

Here are some cases where you could use a custom field in a survey.

1. Add the recipient’s name

Using people’s names is effective, as it immediately catches their attention. It creates a sense of familiarity and conversation.

Example:
“[FIRSTNAME:], how would you rate your stay in our hotel?
–> “Mary, how would you rate your stay in our hotel?”

2. Mention a specific product or service

Referring to the product or service that your customer purchased helps them recall the experience, and connect your question to the situation immediately.

“Matt, how would you rate the shoes you purchased from us?”

“On a scale from 1 to 5, how relaxing was the hot stone massage?”

Note: if you end up using these variables, make sure that the information is included in your contact’s profile!

3. Collect personal feedback

In some cases, you might want to collect personal feedback for employees with one form.

Let’s say you are a real estate company that employs multiple agents, and you want to know how each agent is doing.

The easiest way is to include a custom field where this information is included.

“How satisfied are you with the expertise of our agent Brenda?”

Pro tip: Use default values

Sometimes, customer information might lack some details. Maybe the contact hasn’t given you the first name you want to use.

It’s smart to include a default value that shows up if no personalized information is found.

Here are some examples:

1. “[FIRSTNAME: Dear customer], how would you rate your stay in our hotel?”

When the first name is not available, the variable is replaced with the default value “Dear customer”: “Dear customer, how would you rate your stay in our hotel?”

2. “On a scale from 1 to 5, how relaxing was the [SERVICE: service you received]?”

When there is no information about the specific service, this is how the question turns out: “On a scale from 1 to 5, how relaxing was the service you received?”

Alternatively, if the information is not crucial for the question, you can leave the default value out. In that case, the placeholder simply disappears.

“How satisfied are you with the expertise of our agent [AGENTNAME:]?”
–> “How satisfied are you with the expertise of our agent ?”

Conclusion

Adding custom fields to your surveys makes the feedback survey more personalized, and helps you filter the results.