Using Customer Feedback Surveys in Sprout Social | Sprout Bites

Hi, my name is Sam, and in this Sprout Bites video, I'm going to walk you through customer feedback surveys. Feedback surveys are a great way to measure the success of your customer care efforts and gather insights directly from your audience. Before we jump into the setup, note that customer feedback surveys are available on the Advanced plan.

Sprout offers two ways to collect feedback after a conversation ends: in-app surveys and web surveys. In-app surveys use the native survey features built into X, Instagram, and Facebook. Web surveys, on the other hand, allow you to send a link to an externally hosted survey like Qualtrics or SurveyMonkey via private message. Web surveys are available for X, Instagram, Facebook, LinkedIn, and WhatsApp.

Let's take a look at configuring an in-app survey. Simply select your profile, toggle on Enable Feedback for this profile, and fill out the requested fields. You can choose your feedback type, like a customer satisfaction rating or a Net Promoter Score, and provide your company's privacy policy URL.

If you're using a web survey, navigate to the Web Service tab and click Create Configuration. Here, enter your survey URL and add custom query string parameters. This is incredibly powerful because it allows you to pass Sprout-specific values, like the case ID or the Sprout user ID, directly into your survey provider so you can tie responses back to specific conversations.

When it comes to sending out these surveys, you can have Sprout do the heavy lifting by toggling In-App Surveys Automate during setup, which sends the request shortly after a case is closed. Alternatively, you can send them manually — when replying to a customer's direct message, click the feedback button right in the Compose window. Keep in mind, you can only send one feedback request to a customer within a 24-hour period.

Finally, let's talk about results. If you're using in-app surveys, all of your data automatically flows into the Customer Feedback Report. You can get there by going to Reports, and under Internal Performance, clicking Customer Feedback. This report gives you a high-level overview of aggregate scores, allowing you to evaluate individual team member performance and display specific customer comments. Just remember that if you're using web surveys, those results won't appear in Sprout — you'll need to view that response data directly in your external survey provider's dashboard.

Gathering feedback is the best way to elevate your brand's customer care. Try configuring a customer feedback survey for one of your profiles today to start unlocking those valuable insights.