Using brands in CustomerSure
to keep surveys and templates consistent

Brands in CustomerSure help you manage different customer-facing identities inside one account.

If your organisation operates more than one brand, CustomerSure lets each one have its own:

• survey link subdomain
• logos
• colour palette
• surveys
• email templates
• text message templates

This page explains:

• what brands are for
• what they control
• how they differ from folders and segments
• when to create a new brand, and when not to

If you are new to CustomerSure’s reporting model, start with Reporting basics.

What brands are for

Brands are for situations where customers should experience genuinely different identities.

Examples:

• a group with separate consumer and B2B brands
• a housing provider with separate service brands
• a multi-brand business where survey links, logos, colours and emails must clearly match the right brand

In practical terms:

A brand is a built-in customer-facing business area in CustomerSure.

It helps you keep presentation, survey links and reporting aligned.

What a brand controls

In CustomerSure, a brand is not just a label.

Each brand can have its own:

• subdomain for survey links
• logos for surveys and templates
• colour set for survey and email design

Each survey, email template and text message template belongs to a brand.

Feedback collected through a survey automatically sits under that survey’s brand in reporting. You do not need to manually apply the brand to each response.

If your account only has one brand, CustomerSure will usually set it automatically and you may not see a brand picker in the interface.

When to create a separate brand

Create a separate brand when the customer should clearly feel they are dealing with a different organisation, service identity or trading name.

Good signs that you need another brand:

• you need a different survey link subdomain
• you need a different logo or colour palette
• your feedback should be reported separately by brand
• you send templates that must look like they came from a different brand

When not to create a separate brand

Do not create a new brand just to organise things internally.

You probably do not need a brand if the difference is really about:

• a campaign
• a product line that shares the same customer-facing identity
• a department or operational team
• a reporting cut you only want for analysis
• a way of grouping surveys for your own convenience

In those cases, you probably need a folder, a team/site/business segment, or a feedback segment instead.

Brands vs folders

Brands and folders are often confused, but they solve very different problems.

Use	Brand	Folder
Different customer-facing identity	Yes	No
Own subdomain, logos and colours	Yes	No
Organise surveys and templates for your team	No	Yes
Nested structure	No	Yes
Customer journey / touchpoint structure	No	Yes

Use a folder when:

• you want to keep surveys tidy
• you want to group surveys or templates together
• you want to model a customer journey and its touchpoints

Use a brand when:

• the customer should see a different brand identity
• you need separate branding and reporting by brand

One easy test:

If moving something should change its logo, colours or survey link identity, that is a brand question. If moving something should just tidy up your account structure, that is a folder question.

Brands vs segments

Segments are for slicing and comparing results. Brands are built-in business areas.

If you are deciding between the two:

• use a brand for a real customer-facing brand identity
• use a business segment for another operational area such as product, sector or customer type
• use a feedback segment for analysis-only categories such as purchase channel or age group

Examples:

• Different trading names with different logos and survey links → brand
• Product families with one shared brand identity → business segment
• Online vs in-store purchase → feedback segment

For a fuller explanation, see Segments.

Brands vs teams and locations

Brands sit alongside other business areas in reporting, but they are not the same as teams or locations.

• Teams help you report on service ownership and people
• Locations help you report geographically
• Brands help you keep customer-facing identity and reporting separated

If your aim is staff access control, brands are usually not the right tool on their own. Think of brands mainly as an identity and reporting concept.

How to set brands up

1. Go to Feedback Structure and open Brands.
2. Create the brand and give it a clear customer-facing name.
3. Choose the survey link subdomain for that brand.
4. Add at least one logo and some colours.
5. When creating surveys or templates, choose the correct brand.

If you later change the brand on a survey or email template, CustomerSure will reset the current branding choices to the new brand. That means you should always re-check the logo and colours afterwards.

A simple decision guide

Ask yourself:

1. Will the customer recognise this as a different brand?
2. Do we need different survey links, logos or colour palettes?
3. Do we want to report separately by brand?

If the answer is yes to most of those, create a brand.

If the answer is no, you probably need one of these instead:

• folder for organisation
• business segment for a structural reporting area
• feedback segment for analysis

Final tips

• Keep the number of brands low. Only create one when the distinction is meaningful to customers and to reporting.
• Name brands exactly as customers would recognise them.
• Set up the brand before building lots of surveys and templates under it.
• If you are unsure whether something should be a brand or a segment, ask yourself whether it changes the customer-facing identity. If not, it is probably not a brand.

If you would like a second opinion on how to structure your account, we’re very happy to help. A small amount of upfront design usually saves a lot of cleanup later.