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Customer Survey Message Feature

Justin avatar
Written by Justin
Updated over a year ago

Overview - What is a Customer Survey Message?

The Customer Survey Message feature is an innovative and automatic feature designed to streamline the process of surveying pharmacy customers over a period and collating their feedback. This SMS feature eliminates the need for manual handling and enables the pharmacy's ability to collect customer satisfaction.


Benefits

Customer satisfaction surveys can provide several benefits, such as increasing customer retention and loyalty, improving customer service and quality, boosting sales and revenue, and gaining competitive advantage.

  • Automatic and efficient: Reduces the workload of busy pharmacists and the dispensary team by automating the process of undertaking satisfaction surveys.

  • Identify customer trends: Automatic customer survey messages help businesses analyse customer feedback at scale, enabling them to identify emerging trends and preferences, which can inform service enhancements.

  • Increase customer retention and loyalty: By actively seeking and acting on customer feedback through automated surveys, pharmacies can address issues promptly, enhance satisfaction, and foster long-term loyalty among their customer base.

  • Bolster Brand Reputation: Regularly engaging customers with automated surveys demonstrates a commitment to listening and improving. This can enhance a pharmacy's reputation, as customers appreciate businesses that value their opinions.

  • Refine Customer Experience and Improve Relationship: Provide valuable insights into areas where customer experiences can be enhanced. This allows pharmacies to refine their offerings and build stronger, more meaningful relationships with their customers.

  • Boosting Sales/Revenue and gaining a competitive Advantage: Uncover opportunities to improve your services and customer experience. This proactive approach can lead to increased sales and revenue, giving the pharmacy a competitive edge in the market.


Getting Started

Enabling the Feature

  1. Log in to ScryptHQ.

  2. Navigate to the Settings page.

  3. Find the option labelled "Send Customer Survey Message automatically".

  4. Check the box to enable the feature.

  5. Don't forget to press SAVE


Usage Instructions

Once the feature is enabled, the process is entirely automatic.

Who will the message be sent to?

The customer survey message will be sent to customers who:

  • Are over the age of 18 years

  • Have not already received a customer survey message

  • Have not recently received a New Customer Welcome Message (<48hrs)

  • Have completed a transaction at the POS

    • Their customer details must be assigned to the sale

Customising the Message

Although we would love to let you personalise your survey messages, this feature is not yet available. If you would like to tell us how much you want to customise this feature, be sure to let our support team know by sending an email to support@scrypt.com.au


Troubleshooting

Common Issues and Solutions

  1. Issue: The message is not being sent to every customer.

    • Solution: There is an eligibility criterion that must be met for a customer survey message to be sent. Please check that the messages sent are in line with the criteria. If so, then no action is required.

  2. Issue: No Customer Survey messages are being sent.


Still need help?

  • Live Chat: Click the big yellow button at the bottom right of the screen for instant assistance.

  • Email: Reach out to us at support@scrypt.com.au.

  • Phone: Call our support hotline at 1800 SCRYPT (72 79 78).

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