Knowledge BaseSurveys
Surveys ask your customers what they think after a course, an event or a visit. Every answer shows which course, event and coach it is about.
A survey asks your customers what they think: how the beginners' course went, whether the pilates instructor explained the moves well, why a member is leaving. You send it by email, let a workflow send it after each visit, or put a QR code on the wall. Each answer records what it is about, such as the event, the course group and its coaches, so you can compare courses and coaches and act on what one customer said.
Surveys are a paid add-on. To get them, press I'm interested on the Surveys page in the dashboard, and Thril's sales team contacts you.
Course feedback, class feedback, coach feedback and a poster
Feedback when a course ends. Start from the Course feedback template and email it to the course's participants. Set the email's survey to be about the course group, and the answers show on the course group and under its coaches.
A question after every class. Start from Event feedback and add the automation After an event. The day after each class, every customer marked present gets the survey, and the answers land on that class. A yoga studio sees which classes people love without asking anyone by hand.
Feedback on each private lesson. Start from Coach feedback and add the automation After a coaching session. A tennis coach's customers rate the session the day after. Filter the results by coach to see their scores next to those of all coaches.
A poster at the front desk. Print the survey's A4 poster and put it up at reception or courtside. Customers scan the code and answer on their phone. Signed-in customers answer under their name, and others can leave their email at the end.
Templates
Thril's templates are Course feedback, Event feedback, Coach feedback, Net Promoter Score, Member satisfaction and Leaving survey. Each one is a working survey to adjust. Save as template keeps one of your own surveys under Your templates for the next season.
Who answers and who reads the answers
Who answers decides what you learn about the person behind an answer.
| If you want to… | Choose | What you see |
|---|---|---|
| Know who said what, and follow up on it | Anyone with the link | The customer's name on each answer from a personal link or a signed-in customer |
| Ask about something people only say without their name | Anonymous | No names. Results show once three people have answered, so a small group can't give anyone away |
| Get one answer per Thril account | Signed-in customers | The customer's name. Customers sign in on the web or in the app to answer |
Workflows that act on an answer, a customer's Surveys tab and follow-ups need names, so they work with surveys that show who answered. Once a survey has responses, Who answers stays as it is.
Who sees the results is everyone with Surveys access, or the people you select. Company admins always see the results, and coaches never do, so customers can be frank about their coach.
Customers see on the survey's first screen whether you see who answered. Keep who answered for sets how long you keep it, in months. After it, responses lose the customer's name, email and written answers, and the scores and picked options stay in your results. The same happens when a customer deletes their Thril account.
Building a survey
Question types, sections, follow-up questions, languages, and when the survey is open.
Sending a survey
Email, push, the link and QR code, and workflows that send a survey after each visit.
Reading survey answers
Scores per course and coach, each response, feedback on event and course pages, and a customer's answers.
Welcome offers
People get credits, a session card or a membership for joining your customer register and for allowing email offers from you.
Building a survey
A survey has an intro, sections of questions, follow-up questions that show after a given answer, a thank-you screen, its languages and the dates it is open.