What tool is everyone using for the exit survey?
Or are you even still focusing on exit surveys/deflection surveys?
Question
Exit Survey/Deflection Savings
+2We are using Medallia.
We have had deflection surveys for several years, then we focused only on CSAT, and now we are back to measuring both contact deflection and CSAT. Measuring deflection is the part of support communities. The problem is that people don’t respond very often.
+1Hi there, we use Qualtrics.
It gets automatically triggered after 120 seconds (not ideal, I know...)
When do you guys trigger it,
After a user closes a COmmunity tab?
+2Hi there, we use Qualtrics.
It gets automatically triggered after 120 seconds (not ideal, I know...)
When do you guys trigger it,
After a user closes a COmmunity tab?
Why isn’t it ideal?
We use a specific trigger time, meaning the pop-up survey activates after a certain period based on the Average Engagement Time per session in our community.
The survey should not trigger too early, as it may annoy users. However, it also shouldn’t trigger too late, because then it may not reach all users. Using the average session length is a good starting point for testing.
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