Summary

• Introduction
• Think Outside the Inbox
• Use Custom CSAT for Tailored Experiences
• Why This Matters
• Real-World Example
• Conclusion
• Resources

Introduction

Signature surveys are a powerful tool to collect continuous feedback and they are usually added to the end of email communications, so customers can rate their experience anytime. But here's the catch: emails can get overlooked, specially the end of it! That’s why taking signature surveys beyond email can make a big difference in your customer experience strategy.

💡 Think Outside the Inbox

One of the best things you can do is turn your signature survey into a direct link (click here to see how). 

Example: https://crewhu.com/rate-thais

This link can be shared:

• At the end of Zoom calls
• In onboarding completion emails
• After account review meetings
• Following sales or discovery calls

This approach gives customers an easy way to rate their experience without a ticketing system. It’s ideal for account managers, business owners, the sales team, or anyone else who interacts directly with clients.

Use Custom CSAT for Tailored Experiences

When collecting feedback outside of support tickets, we recommend using a Custom CSAT survey. This gives you:

• Survey tags specific to sales, onboarding, or account management
• A better match to the type of experience being rated

For example, survey tags could include:

These tags help categorize feedback beyond a simple "thumbs up" or "thumbs down."

Why This Matters

Expanding how you use signature surveys gives you access to valuable insights, including:

📝 Written feedback that can be publicly celebrated to boost employee morale

🎉 Recognition that goes beyond the helpdesk—other teams get kudos too!

🧑‍💼 Leadership can understand how decision-makers feel (who often don’t interact through tickets)

🔍 Feedback from leads and prospects, not just current customers

📊 Clear patterns from tag reports to coach and develop your team

Real-World Example

Let’s say Sarah has 100% CSAT on her surveys. Amazing, right?!?!

But looking deeper, you see that most of her feedback is tagged with Engaging, and almost never with Content. That insight tells us Sarah is great at capturing the customer's attention and creating a positive interaction, but may need to improve the quality or clarity of the content she shares during conversations to make them more helpful.

Conclusion

Don’t let valuable feedback slip through the cracks. Use your signature survey link creatively, add custom tags, and review reports to coach your team, improve performance, and stay connected to what your customers (and future customers) are thinking.

📚 Resources

• Custom CSAT for Signature Survey
• Understanding Unspoken Customer Feedback through Survey Tags
• How to Align Survey Tags with Your Customer Bill of Rights (For MSPs)
• How to Create and Use Survey Tags