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Customising questionnaire request emails

When you send a questionnaire from Mindchart, the participant receives an email containing a secure link to complete it. Customising this email can help improve understanding, trust, and completion rates.

This page explains what can be customised and how to request changes.

What this applies to​

Customisation applies only to:

  • Questionnaire request emails

It does not apply to:

  • Account registration emails
  • Team invitations
  • System notifications

What can be customised​

Depending on your setup, the following elements can be customised:

  • Email subject line
  • Introductory message / body text
  • Sign-off text (e.g. service or team name)
  • Reply-to email address

Customisation is applied to the individual email and not at a workspace level, meaning only the single questionnaire request email will use the change.

How to customise the email​

Questionnaire email customisation is configured by the user when sending out a questionnaire request.

To make any change:

  1. After selecting th eparticipant and questionnaires to send out, click send with custom email message.
  2. Write the exact wording you’d like to use in the email.
  3. Clicking on the preview toggle will allow you to see how the email will look.
  4. Once done, click send with custom message and the email will be sent.

Recommended email content​

Questionnaire emails work best when they are:

  • Short and reassuring
  • Clear about why the questionnaire is being sent
  • Neutral and non-pressuring
  • Specific about how long it takes

Example wording that tends to work well:

“This questionnaire helps us understand how things are going and track changes over time. It usually takes around 2–3 minutes to complete.”

Placeholders and personalisation​

Depending on your configuration, emails may include placeholders such as:

  • Participant name
  • Questionnaire name
  • Secure questionnaire link
  • Your team name

Questionnaire reminders​

If a questionnaire hasn’t been completed, reminder emails may be sent using the same template.

Good practice:

  • Keep reminders neutral and supportive
  • Avoid language that sounds urgent or demanding
  • Limit the number of reminders (usually one or two is enough)

Testing changes​

Once changes are applied:

  • Send a questionnaire to yourself or a colleague
  • Check how the email looks on mobile
  • Confirm the link opens correctly and securely

Troubleshooting​

Participants say they didn’t receive the email

  • Ask them to check spam or junk folders
  • Confirm the email address is correct
  • Contact the Mindchart team if the issue persists

Completion rates are still low

  • Shorten the content
  • Make the first sentence more reassuring
  • Clearly state how long the questionnaire takes