Kickstarter’s Backer Survey tool makes it easy to collect information from your backers in order to fulfill rewards, such as mailing addresses, item variant preferences (e.g. size, color), and any other details you may need.
You can start building your Backer Survey at any time during your project’s funding period. However, we recommend waiting until after your project has successfully ended and pledges have been collected before starting to gather backers’ information.
The steps for building your Backer Survey can be found here.
For more information about tools to help you with fulfillment, please visit the Creator Handbook.
I’ve sent a survey to my backers, what should I do if there are backers who haven’t responded with their information?
If you are still waiting to receive information from some backers, and you have made attempts to contact them, we recommend moving forward with the next stage of your project.
When using Kickstarter’s Backer Survey tool, we will email backers when a survey is sent, and send two additional reminder emails, sent 3 days apart, to anyone who hasn't responded yet. For backers using the Kickstarter mobile apps, they will receive push notification reminders. Additionally, when a backer logs in to their Kickstarter account they will see a notification banner at the top of their screen alerting them that they still need to complete a survey.
You can also message backers that fall into a specific search filter within your backer report, including backers that have not yet responded to their survey.
Some of my backers are using private relay email addresses, how can I collect their information?
When backers sign up to Kickstarter with their Apple ID and opt to hide their email address, you will only be able to see their private relay email address in your backer report at the end of the campaign. The unique private relay email address tied to their Kickstarter account can only be used for communication within Kickstarter. This means that any communication you may send outside of our platform will unfortunately not reach their inbox.
If you need an alternative email address from these backers in order to fulfill your project, we recommend reaching out to them directly via the Kickstarter messaging system to request that information. To message backers individually, click on their name in your backer report and open the ‘Send message’ tab.
Once you obtain this information, you can update the email address for the backer by editing your backer export. It isn’t possible to change the email address on the platform, however you can leave a note to yourself in the backer report.
If you are using a third-party survey service, you will need to update the information there too, and re-send the survey link to the backer using their new email address.
By using Kickstarter’s Backer Survey tool, any backers with a private relay email address will receive the survey emails sent by Kickstarter in their inbox, and will be able to submit their responses by logging into their account.
If your backer report access has expired, you can request an extension by following a few simple steps.