Digital: Customer Feedback
About the App
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Xchange Listing | ||
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Description |
Gathers targeted feedback on a website, within a mobile app, a SaaS product, or within a connected device to enable digital experience optimization, engagement, personalization, and enablement strategies. Assumes Customer configuration of survey triggers, forms, and design. | |
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Prerequisite |
Digital: Base | |
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Intended Trigger |
• Invitations/Intercepts: Proactive, company-initiated feedback to capture General, Post-Transaction, or Behavioral-based feedback (e.g. abandonment, unresponsive multi-clicks, session log-out, declining Experience Analytics-based scores, etc.) • Button/Always On: Passive, persistent feedback collection usually activated through a button on the edge of a page • Embedded: Proactive or passive feedback naturally appearing directly on a page • Code-based: Proactive or passive feedback enabled by client-side configuration (e.g.hyperlinked text) • App Ratings: Proactive engagement for app reviews (mobile app only) | |
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Hierarchy Unit |
Digital Property (Website / In-App / Connected Device / Business Application) | |
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Survey Forms |
6 |
Unique Digital Surveys across properties. |
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Survey Modes |
1 |
Medallia for Digital survey |
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Survey Designs |
1 | |
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Survey Parameters |
5 |
Attribute, segment, or activity datapoint |
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Available Pre-Configured Translations |
Survey Form & Email Invitation |
English, Spanish (Spain), Spanish (Mexico), French (France), French (Canada), German, Italian, Portuguese (Brazil), Japanese |
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Reporting |
English, Spanish (Spain), French (France), French (Canada), German, Italian, Portuguese (Brazil), Japanese | |
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Reporting Roles |
3 |
Admin, Digital Team, Closed Loop Feedback (CLF) Team |
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Alerts |
4 |
Detractor, Low Satisfaction, Low Satisfaction & Screen Capture Submitted, Unresolved Issue |
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Closed Loop Feedback Forms |
1 | |
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Automated Batch Exports |
1 |
Record-level |
The following table provides quick access to all essential supporting materials for the Digital: Customer Feedback BPP, including data design specifications, dummy data sets, survey and branding details, and translation files, available in Google Sheet, Excel, and PDF formats.
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Document Name |
Google Drive |
Excel |
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Digital Customer Feedback - Data Design | |||
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Digital Customer Feedback - Survey and Branding Specification |
Digital Customer Feedback - Survey and Branding Specification Google Drive |
Digital Customer Feedback - Survey and Branding Specification Excel |
Digital Customer Feedback - Survey and Branding Specification PDF |
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Digital Customer Feedback Dummy Data |
N/A | ||
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Digital Customer Feedback - Translations |
