SightMill NPS Help Center

Quick Start Guide To...

To setup web surveys on your website, you'll need to add SightMill's tracking code snippet to your website; it's similar to adding the Google Analytics code and normally takes just a minute or two: if you edit your own website, you'll find it very easy. If you use a CMS such as WordPress, use our WordPress NPS plugin and it'll be very easy; if you have a custom website or application we provide instructions or you might prefer to ask your administrator to add the code.

Create a new Project for your web survey

1. Select Home menu on the left hand side to view the welcome page. Click on the large Setup Project button at the bottom of the screen.

2. Follow the three steps to enter the basic settings for your Project: enter a name for your project and set the 'Web surveys' option 'on'. Click Next. Now enter the URL of your website and the type of website. Click Next and choose the category for your survey and time zone. (These settings are not shown to visitors.) You've now created a new project.

Generate your unique tracking code

3. Open your new project's settings menu (click on the blue button to the far right of the Project row, with a spanner icon).

4. From the menu list of options displayed for your Project, select the How to Install menu.

3. The tracking code (JavaScript code snippet) is displayed. Highlight the code and copy this to the clipboard (eg Ctrl-C in Windows).

Install the tracking code on your website

4. On your website, edit the page where you would like to display the survey. Paste the tracking code into the header section of the page (ideally, it should be in the header, but it will work when placed anywhere on the page). If you are using WordPress, it's simplest to copy the tracking code into a text widget that you then set to display on the page.

5. Test the tracking code is working by entering the page's URL into the test box on the How to Install page. (If the test is successful but your survey doesn't show, it's likely that your Sampling options need adjusting - see the full help below under Web Sampling.)

That's it - you can now configure the text, color and display options from your SightMill dashboard.

Creating an email NPS survey is very straightforward using SightMill. Follow these simple steps and you'll have a tailored email ready to go to your contact list to your schedule.

Create a new Project for your email survey

1. Select Home menu on the left hand side to view the welcome page. Click on the large Setup Project button at the bottom of the screen.

2. Follow the two steps to enter the basic settings for your Project: enter a name for your project and set the 'Email surveys' option 'on'. Click Next. Now choose the category for your survey and time zone. (These settings are not shown to survey respondants.) You've now created a new project.

Upload your email contact data

3. Open your new project's settings menu (click on the blue button to the far right of the Project row, with a spanner icon).

4. Select the Email Data List menu option. First upload your list of email addresses. The simplest way to prepare this is use Excel and in the first row, enter the eight headings, each in a different column (FirstName, Surname, Email, Segment, Spend, Product, Tag, Owner).

5. Now enter the data for the first contact in row 2 (you don't need to complete all the cells, just the email address). Now export as a CSV file.

6. In SightMill, click Select File to choose your CSV email contact data file.

For your first data file you can use the Default data file to store your your contact list - you can also create a new list so you can support multiple different lists with different schedules.

7. Check your data file contents are displayed correctly in the preview panel. When you're ready, click the Upload button to import your data file into SightMill.

Set the schedule to send the surveys

8. Next, set the schedule to send out your surveys. Click on the Email Schedule menu option to set a schedule to send out survey emails to your contact list. First, enter a name for this schedule (eg 'Daily User Group A') and select the contact list from the drop-down (in this case, Default).

Unless you are sending out eNPS surveys to employees, keep the Anonymize Respondant switch off.

9. We want to send a daily email, so choose 'Daily' from the Preset Frequency option and in Run At enter a time to send out the emails.

10. Click the Add button and your new schedule will be created and will start running automatically

Edit the email layout and text

11. Lastly, create the email template by selecting the Email Template menu option.

12. In the editor panel, select the Template drop-down (top left of the editor window) to start. Let's template 'White' to create a plain email.

13. Make any text changes within the editor panel and when ready, click the Save button.

Your email template will be used to send out according to your schedule and with the schedule's chosen contact data list.

Creating an event NPS survey is a great way to request feedback from delegates during or immediately after an event. It's mobile-first, accessed by delegates from their smartphone web browser - no apps to download. Setting up an event is very straightforward using SightMill. With simple steps, you'll have a tailored event page ready in minutes.

Create a new Project for your event survey

1. Select Home menu on the left hand side to view the welcome page. Click on the large Setup Project button at the bottom of the screen.

2. Follow the two steps to enter the basic settings for your Project: enter a name for your project and set the 'Event surveys' option 'on'. Click Next. Now choose the category for your survey and time zone. (These settings are not shown to survey respondants.) You've now created a new project.

Generate your event's unique code for delegates

3. Select the Project menu on the left hand side to view your Projects. Click on the blue settings button (with a spanner icon) on the far right.

4. From the menus options displayed for your Project, select the Event Unique Code menu option. Click the Event switch to 'on' to enable the event survey. Make a note of the event's unique code displayed on this page.

Edit the text and graphics for your event survey

5. Select the Event Description menu option to customize your Event page. Upload your logo or event graphic and complete the preset fields with your event's title and details.

6. Click Save to save your text and logo changes. You can see a preview of your event page below the settings.

Your event page is ready to be used - ask your delegates to visit https://sightmill.com/event and enter your unique event code.

Setting up an employee (eNPS) survey follows exactly the same steps as an NPS email survey - with one important difference below:

Follow the steps in the Email Survey quick start guide above, but make sure that in step 8 you switch the 'Anonymize Respondant' option to 'on'. This will remove all email identifiers from survey results and verbatim comments submitted, so you can reassure your employees that there results will be totally anonymous.

The Basics

SightMill helps you gather, analyze and act on customer feedback to improve customer experience.

It does this in three steps:

1. Gather: SightMill is great at gathering customer feedback - with response rates of >80%. Ask for feedback from your website, in an email or on your mobile at an event.

2. Analyze: identify what makes your customers happy and what influences improvements in your customer engagement. With SightMill's graphs and alerts, you can clearly see which actions improve engagement.

3. Act: SightMill alerts you about feedback in real-time so you can act on it immediately and fix a problem and delight your customers.

Find out more about adding NPS surveys to your website or about sending NPS surveys by email or about gathering NPS feedback at events

In order to create a new account, simply go to SightMill.com and click on the green Free Trial button in the top right corner of the screen. You'll be taken to a simple one-step registration process

Step 1: enter your email address and choose a password (your password is the key to your SightMill account, so choose it carefully).

That's it. No credit card, no complicated forms. You've now created a free account and can create a survey and start gathering customer feedback.

SightMill uses the concept of Projects to help you organize your feedback surveys.

Each Project is for a product - but can have multiple feedback formats. In practice, this means that you would setup a Project for each of your products - but you might want to gather feedback about that product by email, or from your website or at an event.

Here are some examples:

A. Joe makes and sells a messanger bag. He wants to gather feedback from his customers. He wants to gather feedback after the checkout on his e-commerce website and from those customers who order by phone.
--Joe sets up one Project and selects this Project to support Web surveys and Email surveys. He can add a feedback survey to his e-commerce website and he can email customers who order by phone. By using one Project, he can see all the feedback in one place.

B. Kim provides training events for two levels of an accounting qualification, each in two venues. She wants to get feedback about each but wants to see how the venue and the trainer influence her customers
--Kim sets up four Projects: one for each level and in each venue. Each Project is setup to accept Event feedback. She can then see the feedback for each course.

C. Ben is marketing director of a large consumer website that has a subscription paywall. He wants to get feedback from new customers but also see how existing customers feel about the paid-for service.
--Ben sets up two Projects: each is set for Web surveys. He adds one survey code to the 'thank you' page after new sign-ups have completed the checkout process. The second is added after the login page of the subscription service. He can now see the feedback from new customers and, separately, for existing users.

We use the industry-standard NPS (Net Promoter Score) framework to calculate the scores. Find out more about NPS

By using Net Promoter Score and a single, simple question, you can focus on how changes to your product and service impact your customer satisfaction.

NPS asks a simple, standard question to your customers ('would you recommend this product to your colleagues') and asks them to answer using a scale of 0-10.

NPS arranges the feedback scores into three groups: Detractors score 0-6; Passives score 7 or 8; Promoters score 9 or 10. The overall NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters (the Passives are ignored in the calculation). The range of a score is from -100 to +100.

SightMill includes tools to view the trends in the scores and understand the customer feedback comments.

Are you going to be alone using Net Promoter Scores? No! NPS is used by tens of thousands of companies worldwide.

SightMill can help you better understand your customers, what they love about your products and company, and what makes them happy. By understanding these elements, you can see how changes in your product, proposition or customer service influence your customer's satisfaction.

In practice, this means that SightMill does three things: firstly, it can help you effectively gather feedback from your customers; second, it can help you analyze and understand this feedback; and third, it can help you act in real-time to deal with problems and improve customer satisfaction.

We're a group of experienced product managers and tech directors who have spent years using NPS to drive product improvements - none of the solutions did what we needed, so we worked with talented developers to create SightMill.

We've worked in startups, in large companies and multi-nationals and know the features each need. So we designed SightMill to be a great fit for product teams, for marketing teams and for customer service teams - regardless if it's one person in a startup or global matrixed teams in a large corporation.

We've got a great mix of customers - from startups to market-leading consumer websites to global corporations.

Our customers are events organizers, information publishers, deliver training sessions, stream broadcast video, provide online services, service industries, sales organizations and many more.

We've found our customers use SightMill in a whole set of ways we didn't expect (which is great!): most use the web, email and event survey features to gather customer feedback about their products, some larger firms also use it for internal employee engagement surveys.

We are very careful with your data and give you flexibility about who and how it's accessed.

You can import or export data: if you're migrating from another system, import your existing data so you have feedback history. Or export to CSV files: we'd love you to use SightMill all the time, but you might need to generate a graph in Excel - you'll find both import and export features in your Dashboard under the 'Reports' button.

You can add new users to your account and define if they can just view data (ie to view the results) or have admin rights to create new surveys

Yes, you can sign-up for our 30day free trial now! It's fully-functional and lets you try out the functionality and setup web surveys, send email surveys, or event surveys - and supports all our integrations and tools to help you start gathering feedback immediately from your website, at an event or by email.

Once you've created a new account, it takes just a couple of minutes to setup a new survey project and deploy to your website or create a mobile-friendly survey for an event.

SightMill Membership Plans

We have a range of plans to suit every business - from a low-volume starter account that let's you get started with web surveys on your website through to comprehensive high-volume plans that allow those with more visitors or customers to use both email and web surveys. The plans are split into web survey only or web and email surveys. If you pay for an account, you automatically gain access to the workflow features and can customise the surveys.

View our range of pricing plans.

If you sign up for a Free Trial, then this lasts for 30days; you can use this to start receiving and acting on customer feedback up to the limits listed.

It offers all the functionality of our other plans so you can setup integrations, workflows, rules, etc - and if you want to extend the account or send out more surveys, just upgrade anytime.

You can pay for your monthly subscription to SightMill in a number of ways. The simplest is to pay online with your credit card or using Paypal. Our credit card processor is Stripe (widely used and very secure) or you can pay from your Paypal account.

If you would prefer to pay by bank transfer (available for 12month plans), or if you need an invoice and purchase order, we would be delighted to help, so please get in touch at accounts@sightmill.com).

Yes - there's no long contract and subscriptions are on a month-by-month basis so you can upgrade/downgrade/cancel at any time.

Web Surveys

SightMill provides all the features you need to add a customer feedback survey to any page of your website.

You can configure the text, design and style of the survey. The survey itself asks the standard NPS question ('would you recommend this product to a friend or colleague') and asks a visitor to rate this using a scale of 0-10 and add a comment.

To add the survey to your website, it's simple to add the few lines of special code to your website. We provide full instructions.

The results from your web survey are shown in your dashboard and you can also see the comments a visitor writes.

For more advanced setups, you can personalise the survey with details of your customers or registered users to include, for example, a user name, user type, value of a purchase, or other information - to help you view trends for different types of visitor.

There's no special coding, simply copy and paste a small script to your website (we provide the instructions and it'll work within almost any normal web page even if you're using a bespoke site and we also provide a WordPress plugin).

When a visitor views the page on your website that contains the script, SightMill generates a small survey panel that's displayed asking the visitor for their feedback.

You can customise the panel and choose when and how to display the survey.

To make sure the survey doesn't get annoying for repeat visitors, you can ensure they only see it once or every few months.

If you have added the code snippet to your page, then check your Sampling settings that define if there's a delay before displaying the survey or how long to wait between displaying a survey to a returning visitor.

If you used the default settings, it will show a survey to a returning visitor every 30days.

If you want to show a survey immediately a visitor lands on the page, change your Sampling settings to First Survey Shown = 0.00

To find your tracking code for a project:

view your Projects and click the Settings button for the Project you want to use and choose the 'How to Install' menu option.

You'll see the tracking code displayed. Select and copy the code then paste it into your website page.

Each Project has its own unique tracking code, so make sure that you use the right code.

Once you've installed the tracking code on your website, use the checker tool (in Settings/How to Install) to test the code's correctly installed.

Some users install commercial ad-blocking software to try and remove online advertising and to stop pop-ups or new windows being displayed. Unfortunately, if a visitor to your website has installed ad-blocking software, it can prevent the SightMill web survey from being displayed on your website. Unfortunately, there is no way around this, since the ad-blocking software is installed on the browser of the user's desktop computer.

If you are targetting a business or B2B audience, we have found that this is rarely an issue since most companies do not install ad-blocking software on their work computers since they can interfere with other applications.

If you are targetting a consumer audience, there is a chance some visitors to your website will have installed this type of software.

If you find that the majority of your user-based is using ad-blocking software, you can still serve NPS surveys by:
- using a static NPS survey page rather than a pop-up; our Event NPS is a good way to implement this via a quick link or button.
- using email NPS surveys to contact your users and customers directly

We've tested our system with a wide range of browsers to make sure it works on all popular browsers and different devices.

You'll find no problems with IE, Firefox, Chrome, and with PCs, Macs, iOS and Android phones/tablets.

If you have a problem with browser, get in touch and we'll help find a solution!

Yes - web surveys work on a wide range of different devices including smartphones and tablets (including Android phones, and Apple iPhone, iPad, and iOS devices).

If you have a problem with browser, get in touch and we'll help find a solution.

You can setup rules to encourage social posting after a survey - we see good conversion rates for promoters who then use Twitter, Facebook or TrustPilot to post a good review and so continue to promote you business.

Select the Project/Settings/Promote Social Posting menu option and toggle 'on' the social platforms you would like to display.

Tip 1: it sounds obvious, but we have found Promoters are the best source of social posts, so make sure you display this options to Promoters by selecting this group from the drop-down menu at the top of the settings page.

Tip 2: if you would like to generate a pre-formed tweet for your users when they click on the Twitter icon, use the Twitter scripting code within the field. For more details, read our blog post on social posting

Email Surveys

Email-based NPS surveys let you send a Net Promoter Score (NPS) survey by email to a group of contacts. You decide the schedule, you can personalise the email and SightMill manages the rest.
This is a great way to ask customers for feedback about your product or service; for example, it's a good way to regularly ask for feedback from users of your online products; it's also greate for asking for feedback after delivering a service; or ask for feedback after a customer receives your physical (offline) product; or ask for feedback about your premise, shop or store.

An NPS email asks just one question ('Would you recommend this product to your colleagues') and allows the person reading the email to score 0-10.

SightMill comes with a range of pre-designed email templates. You can add your own logo, change the email colors and change the subject line. SightMill embeds the scoring within the email.

To improve response rates, the score is recorded as soon as the person clicks on their score within the email. They don't need to visit a website to record their score. If you want to ask the normal follow-up question ('Why did you give us this score'), then this question is automatically displayed on the SightMill website.

SightMill's email surveys are quick to setup using pre-defined templates, provide great response rates and are easy to use with any standard email software.

SightMill has a range of email templates that you can use to get started in minutes. Select the Email Template menu option and you'll see an editor panel on the right hand side of the screen. The top left option is 'Templates'. There are four to choose from:

White - plain white email with a logo graphic.

Blue - formatted email with blue color theme including text and graphics.

Purple and Brown - two templates similar in design to blue, but with different color schemes.

NPS-Score - this is just the scoring panel that you must include in your email. Use this if you want to build up your email design from scratch.

You can edit all of the text and graphic elements and personalise the email.

We would suggest that you send a survey email to your contact list on a regular basis for consistent results.

Some companies send a survey email every six months, others send an email every month.

SightMill accepts data in standard CSV (comma-delimited) file format. This is a standard export option from MS-Excel and most spreadsheet software, or you can use a text editor.

A quick way to create a simple data file ready to import into SightMill is to use Excel.

The simplest way to prepare this is use Excel and in the first row, enter the eight headings, each in a different column (FirstName, Surname, Email, Segment, Spend, Product, Tag, Owner).

Now enter the data for the first contact in row 2 (you don't need to complete all the cells, just the email address). Now export as a CSV file.

You can now import this CSV file directly into SightMill.

NOTE: uploading a CSV file is the easiest way to get started with an email campaign, but you can also link your CRM system directly to SightMill - see the section on integration

SightMill records the date and time when it last sent an email survey to a contact in a particular Project.

To view this information, select the Settings/Email Data List option and scroll to the bottom of the page; you'll see a table with the contact data.

Note the 'Last Sent' column - if blank, the contact has not yet been sent an email survey in this Project. If it has a date-stamp, this indicates when the contact was last sent an email survey.

The email templates can include data from your email contact list to allow you to personalise the email (eg: Dear Simon ...).

Make sure that your email contact list includes the fields you want to use, in this example a column for first name.

In the template, insert the field using the '[xxx]' code. To insert the text with the first name of the contact, enter 'Dear [firstname]'

The other shortcodes supported include [lastname], [score0] to [score10], [unsubscribe], [emailsurveylink]

You should add an unsubcribe link to the footer of all your email surveys. If a recipient clicks this link, SightMill will mark the email address as 'unsubscribed' and will not send a survey to this address (note: this works per-Project).

If you use our 'Default' email template, the footer already includes the link

To add your own link, in the template, switch to code view by clicking the </> button and use the shortcode [unsubscribe] within an link.

For example: <a href="[unsubscribe]">Unsubscrbe me</a>

To see which contact has unsubscribed, select Settings/Email Data List and note the 'Subs' column - if it a 'Y' the contact is subscribed and will receive surveys; if it is a 'N' the contact has unsubscribed and will not receive surveys

You can add a 'view email survey in browser' link to the header of your email surveys to help users who prefer to view the survey in a browser. If a recipient clicks this link, the recipient will see the survey in a web browser window.

If you use our 'Default' email template, the header already includes the link

To add your own link, in the template, switch to code view by clicking the </> button and use the shortcode [emailsurveylink] within an link.

For example: <a href="[emailsurveylink]">View in Browser</a>

You can setup rules to encourage social posting after a survey - we see good conversion rates for promoters who then use Twitter, Facebook or TrustPilot to post a good review and so continue to promote you business.

Select the Project/Settings/Promote Social Posting menu option and toggle 'on' the social platforms you would like to display.

Tip 1: it sounds obvious, but we have found Promoters are the best source of social posts, so make sure you display this options to Promoters by selecting this group from the drop-down menu at the top of the settings page.

Tip 2: if you would like to generate a pre-formed tweet for your users when they click on the Twitter icon, use the Twitter scripting code within the field. For more details, read our blog post on social posting

Yes, you can use a range of different feedback scoring methods. Our default templates support the standard 0-10 numeric scale that is recommended for Net Promoter Score surveys.

We include a couple of alternative formats including smiley faces and color-bars (eg green to red). To select one of these formats, click on the Template option at the top left corner of the email designer (Projects/Settings/Email Design) and choose one of the alternative templates.

You can also insert smiley icons directly from the email design tool by clicking the Emoji button.

Lastly, you can cook-up your own design using any combination of graphics or formatting. Make sure that you link the icons you choose to NPS scores by switching to the code view (click </>) and insert the [scoreX] code.

For example: to link an icon image that when clicked represents an NPS score of 9, use the [score9] shortcode as your link URL eg <a href="[score9]">.

A worked example would be if you want to record an NPS score of 9 when your icon image is clicked and your icon image is called 'my-score9.png' your complete code would look like:

<a href="[score9]"><img src="my-image9.png"></a>

Employee (eNPS) Surveys

Employee surveys (eNPS) are normally sent by email to your various teams and the main difference with a normal customer or user NPS survey is that you should ensure employee responses are anonymouse.

Follow the steps to create a standard Email NPS survey and then switch on the Anonymize Respondant feature in the Email Schedule menu option. This strips out and deletes any identifying data from a respondant, so your employee scores and comments are anonymous.

Event Surveys

Event NPS surveys are unique to SightMill and provide a great way of requesting delegate feedback at the end of an event - for example, training sessions, classes, conference or other live event.

At the end of the event, the presenter or host asks delegates to visit the SightMill.com/event site and enter the event's unique code; delegates use their smartphones or computers and see a custom survey tailored to the event they are attending. The delegates are asked the standard NPS question and the scores are recorded in real-time.

Forget paper surveys or sending out emails the day after; this is a great way of measuring feedback from attendees on the spot and using the standard NPS framework - delegates find it quick and easy, organizers can manage the process centrally and response rates are high and delivered in real-time.

Combining Event NPS with your other channels for email or web surveys gives you a single repository for all your NPS data.

The event attendee visits the SightMill.com/event page and enters the unique code provided by the event organizer.

The attendee then sees an online NPS form with details of the event, logo and the standard NPS question.

The organizer can customize their event page, can switch off the page after the event and analyze the score results using their SightMill dashboard.

1. The attendee visits https://sightmill.com/event and enters the unique event code. Try it now on your smartphone or browser, visit https://sightmill.com/event and enter example code 72D46.

2. The attendee sees a unique, branded NPS page for the event - optimized for mobile - and enters their score.

3. The attendee can then enter a verbatim comment.

Different companies want to track different elements of their events. You could create different Events for each venue and track how the venues impact NPS. Or you could have different Events for each trainer; or for the food supplier, or price point.

Yes. Each event has a unique code, and every delegate at the event uses this code.

You can enable/disable an event (switch it on/off) without losing any of the settings. This is a great way to create an event page, disable it until the event day itself, then enable it for the session, and disable it afterwards - so avoiding unwanted responses.

Integrating To Other Platforms

Yes, we support an API concept called webhooks. Webhooks are an industry-standard, lightweight technology used to pass data between platforms in response to events. As more and more applications use real-time information and events, webhooks are becomming increasingly popular way of linking systems.

Who else uses webhooks? It's an incredibly popular web standard that's used by, for example, Microsoft on its Dynamics 365 platform, by Salesforce for its cloud CRM platform, by Stripe for credit card processing, as a native connector for Zapier, and SightMill.

How do I use a webhook? We support incoming webhooks (that is another platform that wants to send information to SightMill) and outgoing webhooks (when SightMill sends information to another platform.

For SightMill to receive data (eg it's an incoming webhook), you'll need to connect add your unique SightMill webhooks adress to the other platforms. We provide the details in the Integrations page.

For SightMill to send data (eg it's an outgoing webhook), you'll need to copy your account's unique URL from the other software and paste this into SightMill; we provide details of how to link to another platform to send them data.

Why use webhooks? It's a simple, robust technology that's easy to setup. For example, you can link SightMill to Slack in just a couple of minutes. Or you can link Salesforce to SightMill in a few minutes.

A webhook is sometimes called a web callback or push API. It's a way for one system to send real-time information to another system - data is exchanged immediately an event happens.

In a typical standard API, one system will keep asking another for new data - so when processing real-time data, you have to keep asking (or polling) for new data continuously. Webhooks are therefore much more efficient for both systems.

Setting up a webhook connection between two systems is straightforward and quick when following the methodical steps required.

And to keep the data secure, we use https secure connections and authentication tokens.

To link two systems using a webhook, the receiver provides the sender with a URL. For SightMill, we provide a unique URL for each account and project to receive webhooks. When SightMill sends data, your receive application will provide a unique URL that you copy and paste in to SightMill.

The data that is exchanged is in JSON format and contains a range of fields including the NPS score, verbatim comments, tags, etc.

For example, if linking SightMill to Slack so that SightMill can post new survey results in real-time to your Slack channel, you would copy your Slack unique webhook URL into the integrations setup for your project in SightMill.

The format for the information your CRM or application sends across to SightMill via a webhook needs to be in a specific format with four fields named: Email, FirstName, LastName, id. Here's the format:

{"Email":"test@example.com", "FirstName":"John", "LastName":"Smith", "id":"12345"}

Three important points to note: 1. make sure you enable email surveys in the Projects/Settings/General and configure your Email Design. 2. when calling the webhook, you must include ALL the fields even if you don't populate them all. 3. Make sure you have the correct capitalisation of the field names eg 'LastName'

Let's take an example of integrating SightMill with Salesforce CRM so that SightMill will generate and send out an NPS email survey when you change your contact settings in Salesforce to show the contact has bought your product. (Note: to send information back to Saleforce from SightMill, we use a REST API that's described next.)

Step 1: define your new event in Salesforce (marking the contact as sold and closing the contact record); in Salesforce, set this event to trigger a webhook.

Step 2: in SightMill, setup the project to receive data via a webhook - go to the integrations page and select receive data via webhook. SightMill displays your unique URL. Select and copy this URL.

Step 3: back in Salesforce, paste the unique URL into Saleforce's event trigger.

Salesforce will now send SightMill data in JSON format whenever the new event is triggered (ie when you have made a new sale and mark the record as sold.

As standard in all plans, SightMill comes ready to integrate with any application that supports webhooks. In addition, it also has pre-configured integrations with Salesforce, Google Analytics, Zapier, and Slack.

Using Zapier.com, you can link to almost all common CRM systems, team tools such as Trello and more.

Have something specific you need? Please get in touch: we're developing new links all the time and would love to help!

Two reasons: to improve communications and to improve your data and so your understanding of your customers

Let's take a couple of typical examples:

          Q. You want to make sure your teams hear about customer comments in real-time - but only the comments for their department

          A. Use our rules to send out an email based on key words in the verbatims. If you teams use Slack, integrate SightMill directly with Slack and post the verbatims to a #-channel in real time.

 

          Q. You want to post customer comments directly into your CRM system so the customer service team can call customers.

          A. Use the Zapier integration to link SightMill to your CRM (for example, Salesforce or Zoho). Link SightMill to Zapier and then Zapier to your CRM. You can now post all, or selected, verbatims directly into your CRM.

SightMill will work closely with Google Analytics (GA). SightMill can generate GA Events that can be tracked within GA and displayed on your GA dashboard and analysed against traffic patterns and trends.

The integration works through a feature called Google Custom Dimensions by generating Events. It's very simple to setup and gives you great NPS insight within your GA dashboard.

Here's how to set up Google Analytics integration:

1. In SightMill, open the Project settings and select Setup Integrations menu option,

2. Toggle 'on' the first option: Google Analytics. The 'level' setting allows you to run up to 20 different links from SightMill to Google for a website - so each Project that refers to the same website would be differentiated by setting it to a different level. For example, if you have website test.com and had three Projects that referred to NPS for general visitors to test.com, NPS for subscribers of a new service on test.com and NPS for customers buying a product on test.com, then because each links to different parts of the same website, each Project would have a different level number to differentiate it.

3. SightMill will generate an Event every time a visitor completes an NPS survey. The Event structure is:

          Event Category: Sightmill

          Event Action: the score from 0-10

          Event Label: one of Promoter/Passive/Detractor

          Example: Category: Sightmill / Action: 8 / Label: Passive

In Google Analytics, you can total these Events so you can, for example, track the number of Promoters per day.

SightMill can integrate directly with Zapier.com; Zapier is a widely-used connector between systems and platforms, so allowing SightMill to link in to hundreds of third-party platforms.

If you want to integrate SightMill to another platform to exchange data, for example Trello, Zoho CRM, Salesforce CRM, or many other systems, then you'll find it very straightforward to setup via our integration.

What's behind the integration? SightMill uses industry-standard webhooks to integrate to Zapier.

Here's how to set up Zapier integration (as an example, we will integrate SightMill with Trello):

1. In SightMill, open the Project settings and select Setup Integrations menu option,

2. In Zapier (you can create a free account), click on 'Create New Zap' button; type in 'webhook' into the search field and choose the 'Webhooks by Zapier' as the trigger.

3. In Zapier, select 'Catch Hook' from the two options and click Save and Continue. This configures Zapier to look out for an incoming trigger from SightMill that will be delivered using webhook technology.

4. In Zapier, you can now choose to pick out just some of the data that's sent by SightMill. We want all of it, so leave this field blank and click Continue.

5. In Zapier, you'll now see a screen titled 'Test Webhooks by Zapier'. Zapier has generated a unique link that's displayed - highlight the entire URL and copy it.

6. Move to SightMill and in the Setup Integrations screen, toggle 'on' the second option Zapier. Click on the field next to the toggle switch and paste in the full URL you copied from Zapier in the previous step.

7. In Zapier, click 'Ok, I did this' button. Zapier will now wait a minute for a link from SightMill. Move back to SightMill and click on the 'Test' button. This will send a test trigger to Zapier.

8. Move to Zapier and you'll see that Zapier has accepted the test trigger and data and displays the NPS information. If this isn't displayed, make sure you've followed steps 5 and 6 and try again.

You have now integrated SightMill to Zapier. The next step is to link Zapier to Trello.

9. Move to Zapier and click on Action from the left-hand menu. Select the app you want to link to (in this case, search for Trello).

10. In Zapier, connect to Trello.

This process has a lot of steps, but each step is very simple and makes it easy to integrate SightMill with any Zapier app.

SightMill can integrate directly with Slack; Slack is a widely-used team communication tool that allows your teams to share information about projects.

What's behind the integration? SightMill uses industry-standard webhooks to integrate to Slack.

(Note: you could also link to Slack through Zapier, but you asked for a direct connection.)

Here's how to set integration to Slack:

1. In SightMill, open the Project settings and select Setup Integrations menu option,

2. In Slack (you can create a free account), click on your channel name in top left to display the main menu. Select the 'Apps and integration' option.

3. In Slack, you will see the 'Make Slack even better' screen that displays all the third-party apps. We will integrate using industry-standard webhook technology. Start typing 'webhook' into the search box at the top of teh screen and select 'Incoming webhook'

4. In Slack, click on the 'Create configuration' button to get started. Choose the # Slack channel you want to post to. As an example, let's post all feedback to the #general channel; select general from the list of channels, then click 'Add incoming webhook integration' button.

5. In Slack, you'll now see a screen titled 'Setup instructions'. Slack has generated a unique webhook URL that's displayed - highlight the entire URL and copy it.

6. Move to SightMill and in the Setup Integrations screen, toggle 'on' the third option Slack. Click on the field next to the toggle switch and paste in the full URL you copied from Slack in the previous step.

7. In Slack, click 'Save Settings'. Slack is now waiting for a trigger from SightMill. Move back to SightMill and click on the 'Test' button. This will send a test trigger to Zapier.

8. Move to Slack and you'll see that Slack has accepted the test trigger and data and displays the NPS information. If this isn't displayed, make sure you've followed steps 5 and 6 and try again.

You have now integrated SightMill to Slack and can now adjust the configuration of Slack to add icons, extract certain parts of the NPS feedback and so on,

This process has a lot of steps, but each step is very simple and makes it easy to integrate SightMill with any Zapier app.

You can link your CRM or application directly to SightMill so that an email survey is sent by SightMill when triggered directly from your application.

This is a great way to send an email survey after, for example, a customer service call or when a new user has registered.

The best way to set this up is to use SightMill's incoming webhooks API. This is a simple service that is perfect for event-driven actions, like a ticket being closed or a new contact being added on your CRM.

Here's how to set this integration:

1. In SightMill, open the Project settings and select Webhooks in the Integrations menu option at the bottom of the list

2. At the top of the webhooks page, you'll see your Project's unique incoming URL. Each Project has a different URL. Select and copy this URL.

3. Now switch on the webhooks feature by clicking on the toggle switch at the top of the screen and click Save at the very bottom of the settings screen. SightMill is now ready and listening for your incoming events that will trigger it to send out an email as set up in the Email Design section of this Project's settings.

4. In your CRM or application, choose the settings that let you configure your outgoing webhook. Copy and paste in the URL from step 2. (Note, this is going to vary by application).

5. You'll probably need to associate the webhook with an event - this will vary for each application.

6. Lastly, the format for the information your CRM or application sends across to SightMill needs to be in a specific format with four fields named: Email, FirstName, LastName, id. Here's the format:

{"Email":"test@example.com", "FirstName":"John", "LastName":"Smith", "id":"12345"}

Three important points to note: 1. make sure you enable email surveys in the Projects/Settings/General and configure your Email Design. 2. when calling the webhook, you must include ALL the fields even if you don't populate them all. 3. Make sure you have the correct capitalisation of the field names eg 'LastName'

We provide all the tools to integrate SightMill with Salesforce using webhooks API to receive information from Salesforce and the Apex REST API to send information back to Salesforce. Note: you will need to be comfortable creating Salesforce scripts or events to setup this or any Salesforce integration.

Each Project has its own integration settings, so start by creating a new Project with email surveys enabled.

To setup the link from Salesforce to SightMill, use webhooks API. You'll find your Project's unique webhooks URL in the Settings/Webhooks-Salesforce menu option. You'll need to copy and paste this in to your Salesforce output event handler.

To setup the link to Salesforce from SightMill, we'll use the Salesforce Apex REST API. The settings are in the Settings/Webhooks-Salesforce menu option and let you map the SightMill fields back to your Salesforce fields.

Please feel free to get in touch with us to help you setup the integration - though note that we can help with SightMill information but sadly we don't support or develop Salesforce scripts!

All the integrations (that is, linking SightMill to another platform or website or software) are managed from your SightMill dashboard.

Each Project can be integrated with different platforms - so you might link your email NPS campaign to Salesforce and your website campaign to Slack.

To setup integration, open the Project and select the Setup Integrations menu option for the preset configurations and the Webhooks-Salesforce menu option for webhooks and Salesforce

You'll see three commonly-used integrations ready to setup: for Google Analytics, Zapier, and Slack.

Managing Alerts and Workflow

The alerts feature of SightMill is very powerful and allows you to automatically route customer feedback around your company by email or directly into another piece of software.

If you are using email to route alerts, then simply create the new alert rule within the Rules and Workflow menu option for a Project.

If you are linking SightMill to another system (eg Slack.com) then first setup the Slack integration and then create your alert rule

The workflow feature lets you create rules that will send information about a customer's feedback and comments to a team member or another system; SightMill can send the information by email or using one of the integrations you've setup.

You can setup different rules for promoters and detractors; you can setup rules that check for key words within the comments (the verbatims) that a customer writes.

For example:

    - create a workflow rule that sends the details of all detractors to your customer service team by email

    - create a rule that sends any feedback with the word 'price' in it to the sales team by email.

    - create a rule that posts all promoter feedback to a channel in Slack using the integration support.

    - create a rule that posts all feedback to your CRM system (eg Salesforce) by linking SightMill to Salesforce through the Zapier integration.

Managing User Access

To change the details of the primary account holder, go to the profile setting (select the menu top right and choose Profile; or select the Profile icon next to your profile image, top left).
Yes, you can add new users to your account - each with different rights to a particular Project. Go to the Projects home (select Projects from the main menu on the left of the screen); now click on the Manage Users button (to the left, above the list of Projects).
Yes - you can setup a new user to be a Viewer (can only view results the Dashboard and Verbatims) or Admin (can change settings); you define users for each Project for added security between Projects.

Privacy, Terms, and GDPR

Yes - we have updated our Privacy policy, our Terms and Conditions and have a general GDPR statement that outlines how SightMill has worked to GDPR compliance.
SightMill is classed as a Processor, so your company will be classed as a data Controller and you will need to list SightMill as a recognised Processor.
Yes - we have a Data Processor Agreement that we would be happy to send you and sign. Simply get in touch with your account manager or get in touch.