Concept: Email Survey Channel

Survey Email

Email is the most common and beneficial way of sending the survey to your employees. You can control whether to use email as a survey channel in the

Email

tab of the

Schedule

.

Each employee receives a unique survey link connected to their survey token. The token connects to their employee record and segmentation. Using unique survey tokens enables Peakon to send reminders to employees who didn't answer the survey yet. Employees must complete their own assigned survey link, and avoid forwarding your personal survey link to other employees.

When opening the link of a survey you've completed, it will state that it's complete, and offer a reset option.

It's imperative to configure the technical details and test email delivery before the survey launch.

Enabling or disabling email sendout in the survey schedule has no effect on other email notification types.

Survey Reminders

The survey schedule will display the next reminder date after the survey launches. Reminders go out to employees who, at the time of triggering the reminder, are yet to answer their survey. The first reminder goes out halfway through the survey, and subsequent reminders go out every 4 days following that. Example: You start your survey on a Monday and it lasts 2 weeks. The first reminder is on the Monday of the second week, and the last reminder is on the Friday of the second week. If a scheduled reminder falls on a weekend, it sends the next working day.

You can disable or override the reminder send-out in the schedule after the round starts. Overriding the first reminder email will also push the subsequent reminder email backward or forward by the same number of days. It's also possible to send an immediate ad hoc reminder by clicking

Send reminder

. Sending a reminder doesn't affect scheduled reminders.

Configuration

You can customize the email text and subject line in the

Email

tab of a survey schedule. You can use email text to communicate how you’ll use the feedback, and provide information that can help employees manage their expectations. Example: If managers can view comments, you can inform employees of it in advance. It's not possible to customize reminder or reactivation emails.

Navigate to the

Survey settings

tab to set the

Survey sender

. We recommend using a name that employees recognize to help drive participation. Example: the campaign name for the survey or the name of a senior leader. Check with your IT department for any spam filters that might block mass emails containing the name of a senior leader. In the absence of a manually selected survey sender, the fallback is the first name in the

Administrators

access control group.

Localization

The first email that an employee receives is in the language on their employee record, if you enable that language in the survey settings. If there's no language on the employee record, the fallback is the first language of the schedule. The survey will detect the employee's language from their browser or IP address for future communications, provided it's one of your schedule languages.

The standard email text and subject already contain translations in all available languages. If you enable multiple languages in your survey settings, employees will see the relevant translation when selecting any given language.

Customizing email text and subject line removes automatic translations. If you enable multiple languages in your survey settings, make sure to provide translations for any customizations you make.

Unsubscribing

You can see how many people unsubscribed in the

Email

tab of the schedule. Unsubscribing to the survey email opts you out of the survey and reminders, but not other email types. Employees with manager or personal dashboard can manage their subscription preferences in their profile settings.

It's not possible for managers or administrators to view the names of unsubscribed employees, or manage them individually. It's possible for survey administrators to bulk resubscribe employees to survey notifications.

Email Domains

If your company uses multiple email domains, contact the Customer Care team to enable them on your account to prevent data upload errors.

Troubleshooting

Problem	Solution
An employee has a typo in the email address, so the email bounced.	Correct the email address as soon as possible. If there’s a live round, the employee will receive the link on the new email address, if they didn't answer it already.
An employee is missing an email address.	Add the email address of the affected employee. They'll automatically receive the survey link, if there’s a live round and they didn't already answer.
Multiple employees are missing an email address.	You can use the Email filter and select Not set to view a list of employees with no email. Add the email addresses of the affected employees. They’ll automatically receive the survey link, if there’s a live round and they didn't already answer.
An employee's email has bounced.	Go to their employee record. Hover over the Reenable option under the Email field to view the bounce reason. Some bounce reasons are temporary and require a survey resend, while some persist due to email configuration. You can try re-enabling the email immediately in case it's a temporary bounce. If the original bounce reason is still present, it will bounce again after a few minutes. If that is the case, address the root cause of the bounce first, then re-enable again.
Multiple employee emails have bounced.	You can check the full list of bounced emails using the Email Status filter and selecting bounce. Flag the list to your IT department so they can investigate the root cause. After resolving the root cause of the bounce, you can rely on the reminder to notify the employees. It's not possible to resend the original survey email in bulk.
Emails haven't bounced, but employees haven’t received them.	Ask employees to check spam filter, and for IT team to check if any email settings might be preventing delivery. We recommend sending some test surveys before a survey round to catch potential problems with email delivery.
An employee forwarded their survey to another employee, who completed it on their behalf.	Resend the survey link to the 2 employees. The employee who forwarded their survey will be able to reset it and answer the survey themselves. Survey answers are nontransferable. Resetting the survey ensures that scores are accurate and avoids confidentiality concerns for comments they didn't make.