Overall metrics

Applies to General Intercept only. The survey begins with brand-level Likelihood to Recommend (LTF) question, which is a powerful predictor of future spending patterns and a measure of positive word of mouth in the industry.

The Overall Website Satisfaction question is useful for measuring an overall score for a particular interaction through the Digital channel; it can be useful for comparing against scores for other channels.

Primary Reason for Visit + follow-up questions

Applies to Always-on and General Intercept only. Gather additional data on the primary reason for the customer visit and whether the customer was able to complete the purpose of the visit. Ask whether the customer attempted to accomplish this task via another channel. This can be helpful in determining what motivations drive traffic to the website and uncover areas where customers are consistently unable to complete a task.

Primary Reason for Not Completing Purchase

Applies to Behavioral Intercept only. Focus on understanding the reason why customers are not completing the purpose or goal of their website or app visit. This information can then be used for service recovery or closing the loop with the customer, depending on the underlying issues identified.

Open-ended feedback + contact information

An open-ended comment box is displayed so that customers can enter any additional thoughts they had and provide more details on their experiences. Additionally, the survey ends with an optional section to provide customer contact details to facilitate close-loop activities.