Email campaigns

An email campaign is one of several distributors you can attach to a published survey. It sends invitations to a chosen set of contacts, tracks opens and completions, and lets you follow up with people who haven’t responded.

You can run an email campaign alongside other distributors — a web link or QR code — at the same time. Each distributor reports its own metrics, so you can see how the email campaign performed separately from the link you posted elsewhere.

Email campaigns are available on the Solo plan and above.

Setting one up

1. Publish your survey, then open Distribute and add an Email Campaign distributor.
2. Choose your recipients — an existing contact list, an auto-group (a dynamic segment), or a manual selection from your contacts.
3. Write your subject line and email body, or start from a template. Your work saves automatically as you go, so you can leave and come back to a draft.
4. Send a test email to yourself first, to check formatting, links, and merge fields before anything reaches real recipients.
5. Choose when it sends: immediately, scheduled for a specific date and time, or — on the Growth plan and above — as a recurring campaign.
6. After sending, open the distributor to see opens, clicks, and completions. If response is low, create a Reminder campaign aimed at the people who haven’t responded, rather than resending to everyone.

Example

A CX manager runs a quarterly NPS survey to their full customer contact list. They schedule the initial send for 9am Tuesday. Four days later they check the metrics, see that about a third of recipients haven’t opened it, and create a Reminder campaign scoped to just that non-responding group instead of re-sending to everyone.

Troubleshooting

Some contacts aren’t receiving the email. Contacts who have unsubscribed or previously bounced are suppressed from campaigns automatically. Check your suppression list before assuming there is a delivery problem.

I need to cancel a scheduled send. You can cancel a campaign while it is still scheduled or queued. Once sending has actually started it can no longer be cancelled, so act before the send window opens.

I want to run the same survey again for a new period. Duplicate the existing campaign rather than rebuilding it, then update the audience and the send date.

I want the email to come from our own domain. Email white-labeling and custom SMTP are available on the Growth plan and above. Without them, campaigns send from a SurveyRock address.

I want to text the survey instead of emailing it. SMS and WhatsApp distribution are not available yet. Use a QR code or web link distributor if you need a text-friendly way to share the survey in the meantime.

Reminders are not automatic. A Reminder is a follow-up campaign you create — nothing resends on its own. That is deliberate: it keeps you in control of how many times a contact hears from you.