Once your survey is published, you're ready to start collecting feedback.
In Cemantica, you can send surveys directly from a customer journey or through the Surveys tool.
1. Sending a survey from a customer journey
You can send surveys from a specific journey interaction to collect feedback about that part of the customer experience.
For example, you might want to ask customers about their purchasing experience after completing a purchase.
To get started:
Open the relevant Journey Map.
Select the interaction where you want to collect feedback.
In the interaction details panel, find Collect feedback.
Click Send Survey.
A window will open asking you to Select your survey provider.
Choose Cemantica Surveys to send a survey created in Cemantica.
If your organization uses Qualtrics, you can also select Qualtrics.
2. Selecting your survey and audience
After selecting Cemantica Surveys:
Under Survey, click Select Survey and choose the survey you want to send.
Under Audience, click Select audience to choose an existing audience.
Alternatively, click Upload Contacts File to upload a list of recipients.
If you want to collect anonymous feedback, check Collect responses anonymously.
Click Next.
3. Mapping questions to metrics (optional)
Before sending, you can connect survey questions to metrics in Cemantica.
This allows Cemantica to automatically create feedback data cards based on survey responses.
To configure this:
Under Question, select the survey question you want to track.
Under Metrics, choose the metric you want to associate with that question.
Click Add Question if you'd like to map additional questions.
Once you've finished mapping your questions, click Send to proceed to the final confirmation screen.
For example, you might associate a customer satisfaction question with a CSAT metric.
If you don't need to map any questions, click Skip & Send.
4. Confirming your survey
Before the survey is sent, Cemantica displays a confirmation screen showing the selected survey and audience.
Review the details and click Send to confirm.
You can then track responses as they're collected.
5. Sending a survey from the Surveys tool
You can also send surveys directly from the Surveys area, without starting from a specific journey interaction.
To do this:
Open Settings → Surveys.
Find and open the published survey you want to send.
In the top-right corner, click Send Survey.
From the dropdown, select Send by Email.
Follow the on-screen steps to select your recipients and send the survey.
The Send Survey dropdown also includes a Copy Public Link option, which allows you to share a survey through a link when available.
Remember that your survey must be published before you can send it.
6. Tracking survey responses
You can monitor responses directly in Cemantica.
To view the responses for a specific survey:
Open Settings → Surveys.
Select the survey you want to review.
Open the Responses tab.
The Surveys list also displays response counts and recipient information, making it easy to track your surveys from one place.
Tip: If you're sending a survey from a journey interaction, consider mapping its key questions to metrics so you can connect customer feedback with journey performance.
The Survey Tool is available as part of the Cemantica JVMP plan. To learn more about JVMP and its capabilities, contact us at [email protected].