Customer tracking

Reporting > Report Helpers > Customer Tracking

Important: This report is superseded by Customer Profiles, also known as Total Experience Program. Medallia recommends that you migrate any existing Customer tracking report to the new Profiles, which you can configure in Admin Suite.

Customer response tracking enables you to identify survey responses from the same customer. You decide which survey fields to use for identifying whether a response is from the same customer. Medallia Experience Cloud then filters through surveys to find matches, and summarizes those responses in the Latest responses section at the bottom of the Responses Form report.

Restriction: The Customer Tracking report returns all existing surveys for the same customerid, whereas the Total Experience Profiles report only returns the surveys for the same customerid that the reporting user has access to. Therefore, the count of records may differ.

Latest responses section at the bottom of the Responses Form report

Columns in the summary are determined by the fields defined for the Responses List report. For more information, see Responses reports.

Click a row in the summary to open the full response in the Responses Form report.

With customer tracking, Experience Cloud stores a unique value for each customer in the customerid field. If you configure customer tracking, but opt not to show the summary list, you can still use the customerid field in custom reports to identify responses from the same customer.

Configuration

Complete the procedure in this section to configure customer tracking.

Note: A legacy feature allowed you to show a Customer List filter for specific roles by granting the Cohort Tracking Filter capability. Do not use this capability, which is unsupported. If you need to add a custom filter to the Control Panel, create that filter as described in Custom filters.
Warning: For incoming survey records that cannot be associated with a survey taker email address, do not use false email addresses in fields used for customer tracking. A large volume of feedback records tied to one value on a customer tracking field can negatively influence system performance. Contact Medallia Support if you anticipate associating thousands of feedback records to the same value used in a customer tracking field.
  1. Open the Reporting > Report Helpers > Customer Tracking screen.

    Configure customer tracking on the Reporting > Report Helpers > Customer Tracking screen.

  2. In the MemberTrackingSurveyFields property, select one or more fields whose values determine whether different surveys are from the same customer.

    Choose an indexed field (one with the Used for Duplicate Checking, Cohort Tracking, Sampling Priority, Episode Conditions, or Quarantine Rules property set to true.) For more information about field properties, see Fields.

    For example, you could choose the e_email field to treat all survey responses from the same email address as from the same customer.

    Note: If you select multiple fields, Experience Cloud marks a response as coming from the same customer if a value for any of those fields matches an existing response.

    If your program uses a customer identifier spread across two fields (such as e_email for invited surveys and q_email for feedless surveys), do not use those fields for customer tracking. In that scenario you would need a single field to track email addresses. While you could use a K-field to unify values from separate fields, K-fields are not supported for customer tracking.

  3. Turn on the Enabled property, and then click Save.

  4. Turn on the Confirm property, and then click Backfill all surveys based on new fields.

    The backfill process can take a long time. Experience Cloud updates the customerid field for every survey response, so customer tracking information will be inconsistent until the backfill has completed. You can monitor the progress of the backfill on the Reporting > Report Helpers > Fields > Backfill screen.

  5. Using either of the following methods, associate a Responses List report with any Responses Form reports that should include related responses. The Responses List report you select determines which columns appear in the list of related customer responses.
    • In Medallia Admin Suite, open a Responses Form report, and then select an associated Responses List report in the Response List for Customer Tracking property. For more information about configuring Responses reports in Admin Suite, see Responses reports.
    • In Setup, open a Responses Form report on the Reporting > Reports > Standard Reports screen, and then select an associated Responses List report in the Previous responses based on property. For more information about configuring standard reports in Setup, see Standard Reports screen.
    Note: The Responses List report you select must include a Comment module. If the report does not include a Comment module, the list of related customer responses on the Responses Form report will remain empty.

  6. Save and publish any changed Responses Form reports.