Video/Audio feedback

Video/Audio feedback allows survey takers to provide audiovisual feedback instead of traditional typed feedback. By clicking on the video or audio recording, survey takers can record their image and/or voice to leave rich media feedback.

The Video/Audio feedback element is HIPAA compliant and WCAG 2.1 AA accessible. For more information, see Shared assets accessibility.

Important: Video/Audio feedback is enabled by default on most instances. If you do not see the Video/Audio question type in Survey Builder, contact your Medallia expert to turn it on for your instance. For more information, see Medallia Video.

Warning: Video/Audio feedback element is displayed only if all browser cookies are allowed; blocking third-party cookies within the browser may cause the Video/Audio feedback element to show a loading icon indefinitely and not allow uploads.

Video/Audio feedback with Media Type Video with audio in the Survey editor.

After recording, a survey taker can:

Upload recording — Submits the recording. When the survey taker uploads it, the video or audio recording is processed and uploaded to Experience Cloud. Once a Video/audio feedback is uploaded, survey takers cannot submit another.
Review recording — Allows for checking the recording before submitting it.
Re-record — Cancels current recording and allows for recording again.
Cancel — Cancels current recording.

If no action is taken after generating a recording, survey takers are prompted to upload it when trying to pass the page (either when clicking Next or Finish) only the first time.

Buttons and text within the element are automatically translated based on the survey language. Additionally, the language for transcription is determined by the language the survey is taken in.

For more information, see Survey content.

In reports, you can display the video/audio feedback as part of the response by including the Feedback field (Question ID). For more information, see Responses Form and Responses Feed.

Restriction: You cannot customize the design of the Video/Audio feedback element.

Video/Audio feedback options

Media type: Kind of media that survey takers use to provide feedback. Options are: Video with audio or Audio only. Survey takers can record a Video with audio or Audio only feedback entry of up to 30 minutes.
Question text: Question that survey takers need to respond using the media type.
Instruction text: Text that explains survey takers how to proceed to leave video or audio feedback.
Disclaimer text: Disclaimer statement to scope the terms and conditions the feedback provided via the Video/Audio feedback element is subjected to.
Capture options: Select the media-capture option. Survey takers can only record their feedback, record and upload it, or only upload it. Survey takers can upload media from their device instead of simply recording on the spot.
When you select Allow recording and uploading, survey takers can record or upload when submitting their video/audio question.
Mobile camera options: Set the default camera view on mobile to the rear-facing camera instead of the inward-facing camera. By default, Experience Cloud activates the front-facing camera for video feedback.

Tip: Select this option for use cases where the rear-facing camera is primarily used. For example: instead of customers providing feedback by recording themselves, they can show the product they just bought.

By default, Medallia Video media recording widget shows the Flip camera button to flip the camera to use front or rear camera.

Tip: Instruction text and Disclaimer text are optional. Additionally, it is advisable to add a Text element under the Video/Audio feedback element for those survey takers to prefer to leave their feedback via text.

Capture options

Adjust how survey takers provide video or audio feedback and configure camera behavior for mobile devices.

Recording and uploading

Choose how respondents (survey takers) provide media:

Allow Recording Only — Respondents record media in the moment. This is the default setting.
Allow Uploading Only — Respondents upload a media file from their device.
Allow Recording and Uploading — Respondents can choose either method.

Speak to your Medallia expert to understand valid use cases for activating the upload feature. We highly recommend that you activate ERROR - unresolved reference (video-lewd) if you allow uploads.

Rear-facing camera by default

By default, when recording, the survey taker's camera will open up to the front-facing camera. To make the camera open to the rear-facing camera on mobile devices by default, select Use the rear-facing camera by default. This is useful for product reviews or quality assurance checks. Respondents will always have the option to flip the camera if the device has both front and rear-facing options.

Make video/audio question required

Select this option to require a video or audio response before a respondent can move to the next page or complete the survey.

Note: We do not recommend making this question required for most use cases. Forcing media feedback can negatively affect response rates for the rest of the survey.