Promotion Campaigns, Reputation Monitor and Survey Stats

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Upon login to your website's Admin area, click on Launch Survey.

In addition to approving or trashing submitted survey reviews, Launch Survey also gives you the ability to:

Conversations With Your Patient

Launch Survey gives you the ability to initiate conversations with your patient based on the review they have submitted to you. When approving reviews in the Reviews Dashboard , you can click "View Conversation" to respond to your patient's comments.

  • If your survey has a patient email field, you have the option to make a comment back to the patient about their review. You can do this any time, regardless of whether the review is approved/unapproved.  **Please note, this response feature is not meant to transmit protected health information, as it uses regular email. Please do not transmit any medical information using this feature.
            
    1. While looking at the review you would like to respond to, select the "View Conversation" icon:
             
      comments.png
           
    2. This will bring you to the full patient review, where you can further comment back to the patient if needed.
         
    3. Select the blue button labeled "Respond to Patient", located in your upper RIGHT hand corner
                    
      reply-to-patient.png
            
    4. A "Message to Patient" will appear, giving you the ability to enter your response back to the patient:  
      • **Note if you want your response to show within the review that is posted to your website, please select the "Approve this response to show with the review".   
              
      •  If you want this response to ONLY go to the patient and not display on your website- DO NOT SELECT THE OPTION "Approve this response to show with the review."!   
                
      • Very Important: Medical information cannot be included in your messages to patients!!
             
        send-to-patient.png
             
    5. Your response will show on this same page, within your admin view. 
          
    6. You can approve/unapprove any comments (completed after the review) at anytime here:
               
      response-shows.png
              
    7. Click the "X" in the upper right corner to return to the Reviews dashboard to close the conversation and continue moderating other submitted reviews.
          
    8. Additionally, the patient will receive an email alert regarding your response.  If needed, they can reply back by selecting the "Reply Back" button at the bottom of the email.  
            
      Note, any replies from the patient would first need to "Approved" by your office before they are posted.
            
      email-notify.png
    9. Please note the following:
              
      • You can approve a response at anytime, even after it's posted  (you cannot unapprove the patients comment that was submitted with the review.  You would have to unapprove the entire review.)
             
      • You can unapprove a response at anytime, even after it's posted (either patient or office reply)
                
      • If you approve your response, this will show on your website along with the review like this:
           
        review-reply-example-approved.png
            
      • If you unapprove your response, this will no longer show on your website- just the comment made by your patient:
             
        review-reply-example-unapproved.png
              
      • Please note, there is no limit to how many times the patient or the staff can respond.  

Promotion Campaigns

From the main Surveys Dashboard, you can choose the "Promote Survey" option  to launch a new promotion campaign.
This will send an email blast to the patients of your choice with a link to the survey. You can re-launch a previous campaign to new recipients at any time.

When you click "Promote Survey" a new window will appear to display your new and existing campaigns. Here you have the option to "Create a New Campaign".

Next you will modify the Email Message Template to include custom content in addition to the link to the review form on your website. The preview on the right shows you what your email will look like to the recipient!

You can edit the following:

  • Choose a Campaign Title(Email Subject Line), for example: "Your Opinion Is Valuable: Tell Us What you Think!"
  • Choose an Email Message Title, for example: "Review Your Visit To Our Practice"
  • Choose what you'd like to include in the Email Message, for example: "Check out this quick survey! We love hearing your suggestions, and it only takes a few seconds! Click here to share your recent experience with us."
  • Choose your Email Footer Text, for example: "Our Practice. 1000 Tooth Lane Suite 100. City, ST Zip. T:555-555-5555"

You can "Send a Test Email" at any time with the option in the lower left, and if you are ready to proceed simply click "Save Template" in the lower right.

When your template email is saved, you'll see the Promotion Campaigns screen again with your new campaign included. Click "Edit Message Template" to continue making changes to the email or click the "Send to New Contacts" button in the bottom right to proceed.

In the next view you can add contacts to send your campaign email to. Click "Add New Contacts" in the upper right. Here you can add email addresses separated by commas (ie. email1@domain.com,email2@domain.com) or upload a CSV file of contacts. Then click "Save Emails" in the bottom right.

The next screen displays the email addresses you have entered - check the recipients to send your campaign to and use the "Add New Contacts" in the upper right to add to this list. Choose "Send Selected" in the bottom right. You can also "Remove Selected" or "Save and Return" to the Promotion Campaigns screen.

The next screen shows you a list of Sent Contacts, and will display the time sent and action taken by the recipient. You can always "Add New Contacts" in the upper right to send your campaign to a new group of recipients. Again, "Save and Return" will take you back to the Promotion Campaigns screen.

Just as you saw in the preview screen when editing the email message, a link to your patient survey will appear in an email to your patients:

After the campaign is launched, you can view statistics on the results easily for each launched campaign on the Promotion Campaigns screen:

 

 

Promote Third Party Reviews

From the main Surveys Dashboard, you can choose the "Promote Third Party Reviews" option to add links to other review sites to appear in the email the patient receives after they submit their review.

When the new window opens, click "Edit Available Review Sites" in the upper right corner.

To add the link to the third party review site, enter:

  • The name of the review site on the left, for example "Yelp" or "Google+"
    If you have multiple office locations, label them accordingly, for example "Green Hills Office Yelp"
  • The URL to the review form or the page containing the review form, for example "http://www.yelp.com/biz/your-company-id"

Add multiple using the "+Add Review Site" button and click "Save and Return to Survey Settings" to save.

Next, the third party review links will show in a list for you to select which you'd like to be sent to patients submitting your Launch Survey review form. Click the check boxes on the left to activate.

You will also have the option to set conditions for the links on the right to only send that specific review link to certain patients.

Click "Save and Exit" in the bottom right to save the third party review link settings.

The review links you have entered will be sent in a Thank You Email to patients who complete your Launch Survey form with a positive review (4 or 5 stars selected for overall rating).

Personalize the Thank You Email

From the main Surveys Dashboard, you can choose the "Personalize Thank You Email" option to make changes to the email the patient receives after submitting your office a review.

Similarly to Promotions Campaigns, you can modify the Email Message Template to include custom content in addition to the third party review links you've entered into the Promote Third Party Reviews settings. The preview on the right shows you what your thank you email will look like to the recipient!

You can edit the following:

  • Choose a Campaign Title(Email Subject Line), for example: "Thank you for Reviewing Our Practice"
  • Choose an Email Message Title, for example: "Thank You For Your Positive Review!"
  • Choose what you'd like to include in the custom Email Message, for example: "We appreciate your comments and support!"
  • Choose your Email Footer Text, for example: "Our Practice. 1000 Tooth Lane Suite 100. City, ST Zip. T:555-555-5555"

This email will also include the patient's overall comments at the top and the third party review links you've entered into the Promote Third Party Reviews settings.

You can "Send a Test Email" at any time with the option in the lower left, and if you done editing simply click "Save Template" in the lower right.

Reputation Monitor

The Reputation Monitor section allows you to see your overall reviews reputation from across the web. PBHS Support can assist you with adding the URLs to your favorite reputation management platforms:

Once added to your website for you, you will see these reviews collected by other platforms display here for viewing only. You will not be able to post these reviews collected from other sources to your site - but it will give you a great idea for your overall reputation from across the web!

 

 

Survey Stats

In the Survey Stats section of Launch Survey, you will see a few categories:

  • Survey Overview - shows you a graphical representation of the total survey reviews submitted per month.
  • Top Answered Questions - gives you an idea for how often patients answer specific questions on your survey.
  • Overall Rating Breakdown - demonstrates how many reviews are collected based on overall star rating.
  • Average Ratings of Questions - provides you a compilation of the average star ratings submitted by patients for each star-rated question on your survey.
  • Reputation Sites Rating - this will show statistics from reviews brought in from the web!
  • All Survey Stats Sidebar - shows the total surveys submitted, total approved, those pending approval, and your average star rating. At the bottom it shows you the average overall rating and how many reviews that is based upon.

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