Always-on

Always-on surveys allow visitors to provide feedback at any time without being explicitly invited to provide feedback. This usually consists of a button or link that is persistently available, which opens a survey when required. Medallia recommends placing the feedback button on the right-hand side of the webpage for access and visibility:

Always-on surveys usually have a button trigger, but can also use a code-based trigger.

General Intercept

General intercept surveys prompt visitors to provide feedback at a specific moment in time while interacting with a website or mobile app. This survey drives a significant volume of feedback and is crucial in helping to understand the visitor's experience in more details.

General intercept surveys usually have a button trigger.

Behavioral Intercept

Behavioral intercept options include Abandonment, Post Transaction, and Other Activity-based surveys.

Abandonment Intercept

Abandonment intercept surveys are triggered when a visitor does not start a process or complete anticipated behavior. A common example is when a visitor abandons a shopping cart.

Post Transaction Intercept

Post Transaction Intercept surveys are triggered after a purchase or service to allow for understanding of issues or strengths related to interactions. These surveys are based on site process flows.

Other Activity-based Intercept

Other Activity-based Intercept surveys allow for specific segmentation targeting to better understand visitor experiences.

See User behavior trigger.

Embedded surveys

Embedded surveys work similarly to other Digital web surveys. However, instead of displaying information in a dialog or a separate page, embedded surveys reside inside of a hosting HTML container element created on websites and allocated for this purpose. Embedded surveys can disappear when submitted.

See Embedded surveys for information on configuring and implementing embedded surveys.

Display options

The different stages of the survey process support different ways of being displayed on screen. The display options often impact feedback programs more than expected, so Digital provides a variety of options.

For invitations to provide feedback, surveys, and post submit pages these display options are supported:

• Lightbox - Opens over page, blocks interaction with the page, requires action.

  
  • Pros: Highest response rates since it captures a visitor’s attention by fading out the background site and requires them to take action before they can proceed
  • Cons: Interruption to workflow on website

  A common application of the lightbox display type is a general intercept survey, that takes over the screen when a certain type of visitor, such as an important visitor, is detected.

• Slider - Slides in over page, does not block interaction with the page.

  
  • Pros: Does not prevent visitor from working on the page they are on and allows them to respond at a later time, while continuing to be on the screen
  • Cons: Lower response rates since immediate action is not required

  A common application of the slider is an always-on survey, that slides on to screen when a visitor clicks to actively provide feedback.

• Pop-up - Opens in a separate or new window. Least commonly used option.

  
  • Pros: Does not prevent visitor from working on the page they are on and allows them to respond at a later time
  • Cons: Lower response rates since immediate action is not required, tend to be forgotten

For surveys themselves, the embedded display option is supported.

For invitations to provide feedback on mobile device web browsers, the banner display option is supported. The banner can be displayed at the top or bottom of the page.

As seen from these examples, often the best display type to use depends on where in the visitor's journey you want to collect feedback.