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I’m not technical – will I be able to use it?

Of course! Customer Thermometer is very straightforward to use.

Check out our feature list, which includes screenshots showing just how easy it is to get started.

If you can use Microsoft Word, you can use Customer Thermometer ✨

How can I test it?

You can try Customer Thermometer without any commitment.

You can send yourself a Thermometer to experience exactly how it looks to recipients and how responses are submitted.

You can also sign up for a free trial account to test everything out — no credit card required.

And if you do decide to continue, there’s no contract, no notice period, and you can cancel at any time.

Do I have to sign a long term contract?

No. Customer Thermometer is a pay-as-you-go service. There are no contracts or commitments, you simply pay month-to-month. If you cancel, you’ll be billed for the current month and you won’t be billed ever again.

What types of payment do you accept?

We accept Visa, Mastercard, and American Express, including both credit and debit cards.

We also support purchase orders and invoicing for customers on a minimum six-month term.

Can I change plans at any time?

Absolutely. You can upgrade or downgrade your Customer Thermometer plan at any time from your account.

To change your plan, go to Account and select Change Plan, then choose the option you want.

When you change plans:

For this reason, we recommend upgrading towards the end of your current billing cycle to maximise your available credits.

How do the pricing plans differ?

Customer Thermometer pricing plans differ based on the number of feedback credits you receive each month, not by feature access.

All plans include the same full functionality, so you’re never restricted or locked out of features as you move between plans.

Higher-tier plans simply provide:

You can upgrade or downgrade your plan at any time, making it easy to scale up or down as your needs change.

Is my contact data safe and secure?

Yes, your contact data is safe and securely protected with Customer Thermometer.

Your contact lists and reporting data are only accessible to authorized users with the correct login credentials. Customer Thermometer staff do not access customer data without permission.

For security:

If you cancel the service, all of your data is permanently removed from our servers.

Customer Thermometer is a UK-based company and operates in compliance with the Data Protection Act and GDPR.

You can read our full security statements for more detailed information.

Won’t my customers leave if I ask them how they feel?

No, asking for feedback does not drive customers away. In our experience, it often has the opposite effect!

Customers respond positively to 1-click surveys because they are quick, easy to complete, and require minimal effort. Many appreciate being asked for their opinion and value the opportunity to share feedback.

Using Customer Thermometer also signals that your business is service-focused and customer-centric, which can help strengthen trust and retention.

What if my customer opens this on a mobile device?

Customer Thermometer works fully on mobile devices.

Our email pulse surveys are designed to be readable and clickable on all major mobile devices, as well as industry-standard email clients on Windows and Apple devices.

All Thank-you pages are fully responsive and adapt automatically to different screen sizes.

If a mobile device supports HTML emails, Customer Thermometer will work as perfectly.

Will my Customer Thermometer Blasts be treated as Junk mail or Spam?

Customer Thermometer is designed to maximise email deliverability and reduce the likelihood of emails being marked as spam.

We partner with a leading enterprise email delivery provider to ensure emails are sent in line with best practices and recognised as legitimate by major email services.

While it is not possible for any email platform to guarantee 100% inbox placement—particularly with aggressive spam filtering in clients such as Outlook—our customers report that deliverability issues are rare.

If you do experience any problems, our Ministry of Magic support team will help diagnose and resolve deliverability issues quickly.

Can I embed or attach files to Email Thermometers?

No, files and attachments cannot be embedded or attached to Email Thermometers.

This restriction is in place for security reasons and helps ensure safe delivery and consistent performance across email clients.

Can I send an Email Thermometer to just one person?

Yes, you simply type their email address and name into the box on the “create a List” page and save it as a List of one. Then send your Blast as normal.

You can also send Email Thermometers to individual recipients using our API.

I am sending Customer Thermometer out to a very long list and will uploading it from the CSV upload box - anything I need to know?

If you are uploading a lot of data, it’s worth sorting your list into alphabetical order by email address before you save it as a CSV.

Don’t forget, you can find any email address within a list by clicking your list from the “manage lists” page and pressing CTRL+F then typing the email address you want to find into the box.

There’s a full explanation of managing your lists and data here.

What if my customers can’t receive images?

Outlook and Gmail setups sometimes block images contained within an email. Sadly there is nothing we can do to overcome this.

Our Thermometer templates have been designed to make sense even if this is the case.

Note that if you follow our guidance in the Top 10 tips guide and ask recipients to use the safe-sender function, images will be displayed in Outlook.

If you know there’s a high percentage of users using corporate Outlook accounts, you can select our HTML friendly option when you’re building your Thermometer template  – which doesn’t contain images.

What happens when my recipients click a Thermometer?

They are taken to a fully customizable Thank you page which registers their response and thanks them for it.

They can leave a comment if they wish (if you’ve allowed them to).

Comment and/or response alerts can then be routed to members of your team in real time.

Do my response and comment alert emails come out of my monthly credits?

No, alert emails are separate and do not affect your credits.

What if someone clicks a button on a Thermometer more than once?

When using Email Thermometers, a recipient’s first response is the only one the system will register.

If they attempt to click again within 30 minutes, they will be given an option to reset their answer and click again. After 30 minutes – as an account holder, you are able to delete their response, which makes their Thermometer become ‘live’ again, to enable them to click again.

Embedded Thermometers work slightly differently. Depending on the embedded type – you can select to lock a Thermometer response (by email address and perhaps ticket ID) for a particular period of time.

For Embedded Outlook Thermometers, because of their nature there is no way to limit the number of clicks allowed – there should be no ‘lockout’ period in place.

What if I need help?

You’ll find the answer to most things in our User Guide.

You can contact our Ministry of Magic anytime via our contact page here. If you have a question that isn’t answered here, we would love it if you would send it to us so that we can answer it and share it on our user guide.

What happens when I sign up?

We ask you for a password and you use your email address as your username. We don’t require any further information.

You simply sign up in 15 seconds for the account which suits your needs. You will then receive an allocation of credits every month.

Does my credit allowance expire if I don’t use it?

We allow you to hold double your monthly allowance in your account at any one time. If you don’t use your allowance, credits will remain in your account and will not expire until your account reaches double your allowance. At this point, no more will be added at the end of each monthly cycle, until there is space for more to be allocated.

So, for example, if you are signed up to the 200 credits/month account, we will allow you to hold a maximum of 400 credits in the account at any one time.

Could I make a one-off annual payment?

Yes. We can arrange annual payment via invoice on receipt of a Purchase Order.

Drop us a line with your requirements and we’ll help.

Are there any additional charges?

No. Every Customer Thermometer plan gives you one login which you may share and use with other users concurrently. The plans are based on the number of individual credits you will be sending each month.

If you choose to use mobile alerts, you’ll need to purchase our partner’s app – as a one off charge. You can find out more here.

Is your application secure?

The Customer Thermometer web application runs over Transport Layer Security (TLS).

Transport Layer Security (TLS) is a protocol that ensures privacy between communicating applications and their users on the Internet. When a server and client communicate, TLS ensures that no third party may eavesdrop or tamper with any message. TLS is the successor to the Secure Sockets Layer (SSL).

Our security policy is here.

Can I embed your buttons into emails sent by other apps and systems?

Yes, you can embed Customer Thermometer icons into emails sent by other applications and platforms.

Customer Thermometer supports embedding buttons in emails generated by platforms such as Salesforce, Zendesk, Mailchimp, ConnectWise, Autotask, and many other systems. This setup is known as an Embedded Thermometer.

You can find full details on supported platforms on our integrations page.

If the software you use isn’t listed, you can contact our team with the details of your system and we’ll help you set it up.

I want to use my own icons, can I?

Yes! You can create and upload your icons, and use them across both Email Thermometers and embedded Thermometers.

Can I delete a response, or a Blast?

Yes, if you need to delete a response because it was a test, or clicked in error, you simply head into reporting, click into that Blast, find the erroneous response, and click the red cross to the left hand side. This will delete it. The same goes for whole Blasts – just find the Blast name in reporting and click the red cross on the left hand side.

There’s comprehensive information on deleting data here.

Can I receive comments after an initial response?

Yes, absolutely – they will get you some powerful feedback.

You can enable comments by going into “Manage Thermometers” clicking “edit” next to the Thermometer you are working on and clicking the “landing page” tab.

Scroll down to “Comments setup” and follow the instructions.

Can I publicise my Customer Thermometer results

You can use our range of widgets to publicize your results on your website, Facebook page or intranet.

Full details on how to do that is available here.

Remember, using widgets and publicizing your results it entirely optional with Customer Thermometer. You can use the service completely privately if you wish to.

What kind of reports can I get?

As standard, Customer Thermometer offers graphical reports by Blast, by recipient, and by date. We also offer League Table leaderboard reporting where you can view results by different data, such as the agent who served a customer, territory, branch etc.

In addition, you can view an individual’s responses over time, and see historical graphing for every response to a specific survey over time.

All Customer Thermometer data is fully exportable by CSV, so you can export your data for manipulation.

Data can also be retrieved and manipulated by via our API.

Give me a good reason why I should test you out!

We can do better than that!

Here are 10 compelling reasons to try Customer Thermometer, from collecting high-quality feedback and achieving outstanding response rates, to helping you spot issues early and reduce customer churn.

Explore the 10 reasons to try Customer Thermometer.

Do you have a presentation I can share with my team?

Yes – we know that choosing a tool like Customer Thermometer is often a team decision.

If you’ve recently discovered us and want an easy way to explain what we do, you can download our Business Case presentation, which is designed to help you share the value of Customer Thermometer internally and provide a clear overview of how the service works.

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