Skip to main content

Use Case

Quarterly NPS polling. 

  • One continuous NPS engagement, not separate for each quarter. 
    • Helpful for dashboard widget metrics, consolidated reporting etc. 
    • Helpful for automated audience eligibility, recurrence etc. 
  • Triggered
    1. Automatically via Audience Criteria
    2. Via Badge in the UI

Current State

Automatic trigger only. (#1) It shows up to 4 times in a quarter until they complete the survey. Then snoozes for 3 months. 

 

Exploring

Adding a second trigger on a Badge (#2)

 

Objectives

  1. Increase response rate by providing an on-demand option to trigger the NPS survey, rather than hoping the automatic prompts hit them at a good time to provide feedback (low response rate is showing that they are not).
  2. Avoid multiple responses form the same user within the quarter. 

Hypothesis

Adding the Badge as a second trigger meets our objectives

  • It will be always present if they’re eligible to complete the survey for this occurrence (this quarter). 
  • Setting the Badge qualification scope to Always will provide the “on-demand” option for triggering the survey via the Badge.
    • Once they complete the survey, the badge will no longer show. 

Questions/Doubts

  • How do the Qualification Rules above, specifically the intervals work with Badge triggers? Are my hypotheses correct? 
    • Will the Always setting for the Badge Qualification Scope show for users who haven’t completed the NPS survey or will it only show if they also qualify under the Interval criteria (only a few sessions per quarter)? 
    • After a user completes the survey, will they still see the badge or will they now be ineligible and wait for the next occurrence of the interval? 

Hi ​@DannyPancratz 

I guess you wanted to post this in the PX section of the community instead of the Gainstars group. Regardless, I don’t have a lot of experience in combining different survey engagement, especially through a badge, but I would definitely add a criterion based on survey completion (such as the below) to the audience rules. I believe this will only show the badge from 90 days after they last responded to any NPS survey (if you add all surveys) onwards.

 

 

Kind regards,
Jef

One additional question: what response rates are you seeing at the moment and do you consider low? Ours is currently around 20% while only showing the engagement once per quarter (no repetitions), which is a lot higher that what we got through email and higher than typical benchmarks from what I’ve seen. People get this question all the time these days, so we are programmed to ignore it and just click it away.

We’ve also learned that triggering surveys (and engagements in general) more often might lead people to ignore them even faster, so it might be worthwhile checking if fewer repetitions and maybe adding a remind me later action, so they control the repetition themselves, help.

Kind regards,

Jef

​@link_black & ​@rschlette , I could use your input here. Email notification wouldn’t have come through, as I originally posted in the wrong forum.

Hi ​@DannyPancratz .

 

Badge Qualification Scope works independently from Automatic Engagement Qualification Scope settings/intervals.  With a Badge, you can select Once or Always and that will determine when and how often a user will see it.

 

You are welcome to add this feature request to the Ideas section of our Community for others to comment/upvote and for our PX Product team to consider as an enhancement in a future release.

Thanks, ​@link_black. No need for a feature request; that is close to what I want: the badge to persist until they complete the engagement. 

If I understand you correctly, an Always setting on the badge will mean it will show even if they complete the engagement. But to ​@Jef Vanlaer’s earlier suggestion, if I add the engagement to the audience criteria, I believe the badge respects that and would no longer show once they complete the engagement. Is my logic correct? 

​@link_black Can you please advise on this? 

If I understand you correctly, an Always setting on the badge will mean it will show even if they complete the engagement. But to ​@Jef Vanlaer’s earlier suggestion, if I add the engagement to the audience criteria, I believe the badge respects that and would no longer show once they complete the engagement. Is my logic correct? 

Hi ​@DannyPancratz .  ​@Jef Vanlaer is correct.  If the user does not match the Engagement’s Audience Logic, then the Badge will not be shown to the user.  

 

However, it is not currently possible to use the current Engagement as criteria for the “In App Engagement” Audience Logic Rule, since it is automatically excluded from the dropdown options.

 

Reply


Terms & ConditionsCookie settings