Using metadata to personalise your surveys

Best practices

- useful for personalisation 

- but don't overuse it (don't be creepy)

It is possible to use variables (email, autoresponder, from name...). These allows you to personalize your text which can, as a result, potentially increase the response rate. 

The variable content must be provided as metadata together with the respondent uploads.

In total, there are 3 types of metadata that can be used.

IN THIS ARTICLE

  1. Using predefined metadata
  2. Using DepartmentName
  3. Using MetaData[key]

1. Using predefined metadata

To upload respondents, 4 types of data are mandatory:

  1. The First Name data
  2. The Last Name data
  3. The E-mail address data
  4. The Language data

The first three types can be used in your survey questions and texts.

This allows you to address someone with his/her name or to mention his/her e-mail address. 

To use those variables, insert the following keys in your text:

Variable Key to use
First Name $$$_FirstName_$$$
Last Name $$$_LastName_$$$
E-mail address $$$_Email_$$$

Note: A variable with empty data will not be shown.

If $$$_FirstName_$$$ has no value, the following will happen:

"Hello $$$_FirstName_$$$," -> "hello ,"

Here is an example of how to use predefined variables:


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2. Using DepartmentName

If you want to mention the department that is linked to a respondent, you can use the DepartmentName metadata. 

This variable is useful when want to mention the point of sale that a respondent has visited, for example. 

Below are the requirements and the steps to set this up:

IMPORTANT: DepartmentName variables will only work if departments are enabled for the touchpoint.

If this is not the case,you will need to use the MetaData[key] variable instead.

Enabling the DepartmentName variable

1
On the home page of your Hello Customer account, click the touchpoint you want to work in.
2
In your touchpoint, go to the Touchpoint Settings page.

OR

3
On the Touchpoint Settings page, click Edit in the General Configuration panel. 
If your touchpoint is already running, click on the lock-symbol first. A warning will appear to inform you that the touchpoint will temporarily be disabled to allow you to manage the settings.
Saving your changes will put your touchpoint Out of production, even if you save without making changes. 

IMPORTANT: Do not forget to re-activate your touchpoint once you have changed your settings in the touchpoint settings page!

4
Under Name of department filter, enter the department filter that matches  the 'store' column in in your  respondents  Excel  file
Here is an example:
The filter name we use for our departments is called 'store'
The department filter entered in the touchpoint general configuration matches the name of the 'store' column in our  respondents  Excel  file.  

Note: For a correct Excel file lay-out, be sure to read our Creating respondent files article.

If you upload respondents through our API, via e-mail or via FTP, you will need to inform us about the exact name of your 'store' column.

5

 In the General Configuration, scroll down to the bottom of the page and enable the first slider.

This will enable the DepartmentName variable.

This will tell the system that you have entered a department filter that can be used as a variable.

Matching the department filter in case of manual respondent uploads

6
(Optional) If you upload your respondents manually, you will have to match the filters of your  respondent  Excel  file with the filters of our system
Step 1: On the home page of your Hello Customer account, click the touchpoint you want to work in.
 
Step 2: In your touchpoint, go to the  Touchpoint Settings page.

OR

Step 3: In the Manage Respondents section, click Upload a Batch with Excel / CSV.

IMPORTANTThe Excel files you upload must have the XLSX extension. XLS extensions will not work.

Step 4: Click  Select an Excel or CSV file and select the file you want to upload.

IMPORTANT: The layout of the file must be correct or the filters will not work properly.

Be sure to read our article on Creating respondent files to have the correct layout.

This is an example of a good Excel fileThe Email address column is obligatory. There cannot be any empty field in the Email address column or the upload will fail.

The language column also is obligatory, even if your touchpoint only uses one language.
Simply enter that language's ISO code in the language column.

So: NL for Dutch, EN for English, FR for French, DE for German, IT for Italian and so on (2 digit ISO 639-1 Code).

Step 5: Match the  column names with the correct filters by clicking on the dropdown menu under  Match with.

The correct filter is the filter name that corresponds with the column name of your Excel file. 

If there is no filter that matches your column name:
click on the dropdown menu > Add Category > Enter the name of the new filter.

Make sure that the column that the column that holds your stores is mapped with the exact same name as the department filter value that you have entered in the Touchpoint Settings.


Note: If the DepartmentName variable is enabled, the platform will look for an exact match between:

- The value of the Department column in the respondent Excel file.

- The name of the department filter in your touchpoint's general configuration.

If no match is found between these two, the survey will not be sent.

7
(Optional) Set up an easy to understand alias to the department
Option 1: Upload an alias with all your departments by adding a column in your department Excel file.

- Be sure to check out our article on adding teams for more information. 

Option 2: Add an alias manually in the  Department Personalisation and Reporting panel.

Step 1: On the home page of your Hello Customer account, click the  touchpoint you want to work in. 

Step 2: In your touchpoint, go to the   Touchpoint Settings page.

OR

Step 3: On the Touchpoint Settings page, click Manage in the  Department Personalisation and Reporting panel. 

Step 4: Hover over the department that you want to give an alias to and click the pen-icon on the right.

Step 5: Enter an alias for your department.

Step 6: Click S ave in the top right corner.

- Be sure to check out our article on adding teams for more information. 



Note: This alias (mostly a store name or location) can be used in your survey emails instead of the department name by using variables. 

An alias is very useful to make a department-name user-friendly. Here is an example:

Suppose that your department name is officially called Shop115 but that you don't want that name to be written on your survey.

By choosing a fitting alias, you can actually choose the name that will be displayed on the survey instead of the original department name.

If we give this deparment the alias 'HappyFasion Antwerp', the name 'HappyFashion Antwerp' will be displayed and not Shop115. 

- Now that you are all set, here is an example on how to use the $$$_DepartmentName_$$$ variable. 

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3. Using Metadata[key]

The MetaData[key] variable allows you to use any kind of metadata in your survey email that you upload with your respondents Excel file.

If you have not enabled the DepartmentName option, this is an alternative way to mention your departments in your surveys.

Here is how to enable it

1
On the home page of your Hello Customer account, click the touchpoint you want to work in.
2
In your touchpoint, go to the Touchpoint Settings page.

OR

3
On the Touchpoint Settings page, click Edit in the General Configuration panel. 
If your touchpoint is already running, click on the lock-symbol first. A warning will appear to inform you that the toucpoint will temporarily be disabled to allow you to manage the settings.
Saving your changes will put your touchpoint Out of production, even if you save without making changes. 

IMPORTANT: Do not forget to re-activate your touchpoint once you have changed your settings in the touchpoint settings page!

4
In the General configuration, scroll down to the bottom of the page and enable the second slider.
This will enable the MetaData[Key] variable.

Here is how to use it:

Replace [key] with the exact name of your respondent Excel file column that contains the name of the desired data. If you want to use variables in your survey questions or texts, use the following code:

$$$_MetaData[key]_$$$

If, for example, you have a column called "Pizza type", describing which kind of pizza your customer ordered, change the code to:

$$$_MetaData[Pizza type]_$$$

IMPORTANT: Metadata values are always generated in your survey emails with lowercase characters.

If you want to add capitals to your variables, you will have to add an extra line of code

1. Capitalize the complete value:

$$$_MetaData[key]_$$$.toUpperCase() 

- "hello" becomes "HELLO"

2. Capitalize the first letter of the value:   

$$$_MetaData[key]_$$$.toCapitalizeFirstLetter() 

- "hello" becomes "Hello"

3. Capitalize all first letters of each value 

$$$_MetaData[key]_$$$.toCapitalizeLetter() 

- "hello customer" becomes "Hello Customer"

Note: These three lines can also be used with the FirstName,Lastname and DepartmentName variables.

If a department contains an alias, the way it was written will be kept. If the department does not have an alias, it will be written in lowercase. 

For example: 

If the alias "Gent" is used for a department, The DepartmentName variable will be converted to "Gent".

If no alias is used and that a department is called Gent, the DepartmentName variable will be converted to "gent".

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