Signature · Surveys

Every reply to a customerbriefly askshow it went.

A rating block in the signature asks for a verdict with one click: thumbs, smileys, stars or a score from 0 to 10. The result lands in the portal, broken down by template and department. Conbool adds the block server-side in the mail flow, so it works on every device.

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Rating in the signature, results in the portal

Per employee off by default

Why customer surveys rarely land

Four reasons feedback stays away or says little.

The survey comes too late

A questionnaire weeks after the case reaches customers who barely remember it. The question comes when the impression has already faded.

Too many questions, too few answers

Long forms get abandoned. If all you want to know is whether a request was handled well, you do not need twenty fields.

The numbers are not clean

Link scanners in mailboxes open links automatically. If every request counts as a vote, the report shows satisfaction nobody expressed.

Rating people raises questions

Results per employee touch on co-determination rights; in Germany under section 87 of the Works Constitution Act. Where a works council exists, settle this beforehand, not afterwards.

Ask where the contact already happens

Three principles behind the rating block.

One click instead of a form

There is no form in the email, just one link per step. The click opens a confirmation in the browser; only then does the vote count.

Only where it fits

By default the block appears only when there is exactly one external recipient. Internal emails and messages to many addresses carry no survey.

In the mail flow, on every device

The block is created server-side when the email passes through Conbool, so it also appears on replies sent from a smartphone. The Outlook add-in alone does not provide surveys.

How it works

Six steps from template to report.

1. Drag the block into the signature

In the drag-and-drop editor, the rating block goes into the signature template wherever you want it.

2. Choose a scale

Thumbs, smileys with three or five steps, five stars, a score from 0 to 10 for the Net Promoter Score, or yes and no.

3. Set a rule

A rule decides who gets the signature with the survey: everyone, individual addresses or groups, with a validity period and exceptions, for example by subject.

4. The customer clicks and confirms

The recipient picks a step and confirms in the browser. One rating counts per email, and it can be changed for 24 hours.

5. Your own thank-you page

After the click, your thank-you page appears with heading, text, logo from the brand kit and a link to your privacy policy, optionally with a field for a comment.

6. Results and notifications

The portal shows satisfaction, NPS, average, trend and distribution, per template and per department, with CSV export. For negative ratings or comments, the portal notifies you by email, via the bell or by webhook, for example into Teams.

Survey and resultsExample

How satisfied were you with our reply?

Per templateSatisfaction, NPS, trendOn
Per departmentCompare teamsOn
Per employeeDedicated permission onlyOff

A vote counts only after confirmation in the browser. Requests from link scanners do not count.

Privacy and co-determination

Results describe the team, not the person.

Results per employee are switched off by default. What you see are templates and departments. Anyone who wants to see individuals needs a dedicated permission and has to switch it on deliberately.

Results per employee off by default

Results per department and per template

Switching on requires a dedicated permission, with a note on the works council (section 87 BetrVG)

Thank-you page with a link to your privacy policy

Mail flow or add-in only

Surveys are added by the server. What works with the Outlook add-in alone and what does not.

	Through the mail flow	Outlook add-in only
Signature from templates	yes	yes
Rating block in the signature	yes	no
Results in the portal	yes	no
Replies from a smartphone	yes, server-side	only in Outlook for Windows, new Outlook and Outlook on the web

The Outlook add-in only adds signatures. Surveys, banners and campaigns are created exclusively server-side in the mail flow.

Frequently asked questions

Is there a form in the email?

No. The block consists of links, one per step. A click opens a page in the browser where the recipient confirms the choice. Only then does the rating count.

Do link scanners distort the results?

No. Many mailboxes check links automatically before a person sees them. Such requests do not count, because a vote is only counted after confirmation in the browser.

Can a customer vote more than once?

One rating counts per email. It can be changed within 24 hours, for example if someone clicked the wrong option.

Can managers see how individual employees are rated?

Not without further steps. Results per employee are off by default and can only be switched on with a dedicated permission, with a note on involving the works council under section 87 of the German Works Constitution Act. Without that setting, results show templates and departments.

Does the survey work with the Outlook add-in?

Not with the add-in alone. The add-in only adds signatures while composing. Conbool inserts the rating block server-side when outgoing email passes through the mail flow.

Which scales are there, and when does the portal notify me?

Thumbs, smileys with three or five steps, five stars, a score from 0 to 10 (NPS) and yes/no. Notifications cover negative ratings, NPS detractors, comments, trends and reports, by email, via the bell in the portal or by webhook, immediately or bundled hourly, daily or weekly, with quiet hours.

See the first survey in a signature

We show the rating block, thank-you page and results in the portal in a demo.