The methods of surveying within Digital are based on proactive and passive feedback. Medallia recommends three strategic surveys for collecting both types of feedback. These surveys are incorporated into a unified view of a customer's online and offline experiences in Experience Cloud.
Always-on surveys allow customers to provide feedback at any time without being explicitly solicited. Medallia recommends placing the feedback button on the right-hand side of the webpage for access and visibility, as follows:
General intercept surveys prompt customers 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 customer's experience in more details.
Behavioral intercept options include Abandonment, Post Transaction, and Other Activity-based surveys.
Abandonment intercept surveys are triggered when customer do not start processes or complete anticipated behavior. A common example is when a customer 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 customer experiences.
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.
See Embedded surveys for information on configuring and implementing embedded surveys.
See Codebased triggers for information on configuring and implementing codebased triggers.