Using Event Triggered Surveys to Collect Relevant Feedback
Pull the trigger, get the feedback
Since Trackey's very beginning, we wanted to create a survey tool that would help product teams gather and track valuable feedback from their users, for a better decision-making process.
We needed a tool that would allow us to measure and segment the information that customers provide to companies, but that would also adapt to the individual characteristics of each customer.
At Trackey we believe that audience segmentation is fundamental to obtaining quality feedback, but so is the timing of our surveys. There is no point in asking the right question at the wrong time.
Each user is different and has a different process. We wanted to make sure that each user interaction was calculated to deliver the best possible experience.
In this way, a user who has not yet had enough time to test the product will never be asked for an early evaluation of the product, or a workgroup will not be treated as an individual person.
An event triggered survey is a type of survey that is automatically triggered based on specific events or actions taken by users. Instead of sending surveys on a predetermined schedule or at regular intervals, event-triggered surveys are initiated when a particular event occurs.
The events that can trigger a survey depend on the context and objectives of the survey.
Trigger event examples:
- Purchase completion:
When a customer completes a purchase on an e-commerce website, an event-triggered survey can be triggered to gather feedback on the shopping experience, product satisfaction, or overall customer satisfaction.
- Onboarding completion:
In a software service, once a user completes the onboarding process, an event-triggered survey can be sent to understand their initial experience, identify any difficulties or improvements needed, or gather testimonials.
- Support ticket resolution:
After a customer support ticket is resolved, this survey can be sent to the customer to assess their satisfaction with the support received and gather feedback on the effectiveness and quality of the support provided.
- Account cancellation:
When a user cancels their subscription or closes their account, an event-triggered survey can be sent to understand the reasons behind their decision, gather feedback on their overall experience, or identify areas for improvement.
- More Examples:
Benefits of the Event Triggering
1. Timeliness:
Event-triggered surveys allow you to capture feedback at the right moment when the event or action has just occurred. This ensures that users' experiences and impressions are fresh in their minds, leading to more accurate and detailed responses.
2. Higher response rates:
Since event-triggered surveys are sent in response to specific actions or events, they tend to have higher response rates compared to generic surveys sent at regular intervals. Users are more likely to engage with a survey that is directly relevant to their recent experience.
3. Relevant and targeted feedback:
By tailoring survey questions to the specific event or action, event-triggered surveys gather more relevant and focused feedback. This helps you obtain insights related to a particular user journey, feature, or aspect of your product or service.
4. Personalization:
Event-triggered surveys allow you to personalize the survey experience based on the user's recent interactions. You can refer to specific actions they took or include contextually relevant questions, making the survey feel more customized and engaging.
5. Quick issue identification:
These surveys can help you identify and address issues promptly. For example, if a user cancels their subscription, a survey triggered at that moment can help you understand the reasons behind their decision and take appropriate action to improve retention.
6. Improved customer satisfaction:
By promptly addressing concerns and gathering feedback through event-triggered surveys, you can demonstrate that you value your customer's opinions and are committed to providing a better experience. This can enhance customer satisfaction and loyalty.
7. Data-driven decision-making:
Event triggered survey questions provide valuable data and insights that can inform your decision-making process. By collecting feedback tied to specific events, you can identify trends, patterns, and areas for improvement, helping you make informed product enhancements, marketing strategies, or customer service improvements.
8. Time Delay Trigger
The time delay triggers super popular and works great for many situations. Here's how it works: Trackey waits for a certain amount of time to pass before showing your survey to people who match your target audience.
You can choose how long the wait time is, from a few seconds to several days. You can also choose when to start the timer, like when someone starts a new session or enters your target audience.
If you combine the time delay trigger with segment-based targeting, you can control exactly when your survey appears. For example, you could create a segment for people who signed up 30 days ago and show them the survey three minutes after they start a new session. If any user enters your website in anonymous mode, the reference time is always "First Seen," which is when someone first lands on your site.
9. Page Visit Trigger
The page visit trigger is a super easy way to start a survey when someone does something specific on your website.
It works by launching a survey when someone in your target audience visits a certain page on your site. This is really useful in a few different situations, like when someone gets your free trial and lands on the confirmation page, or when someone is checking out your pricing page and might be thinking about subscribing.
It's also great for when someone completes an important action on your site, like creating their first project.
10. Manual Event Triggered Surveys
While our “Page visit” and “Time delay” do a great job for most of our customers, there are some use cases for which launching a survey “ad-hoc” makes sense.
How to conduct Event Triggered Surveys with Trackey
Conducting event-triggered surveys with Trackey is a seamless and straightforward process that empowers SaaS companies to collect valuable and relevant feedback from their users at the right moment. With Trackey's intuitive interface and powerful features, you can effortlessly implement targeted in-app surveys based on specific user actions or events. Here's a step-by-step guide to leveraging Trackey for event-triggered surveys:
Step 1: Setting Up Your Survey
- Create a Survey: Log in to your Trackey account and navigate to the survey creation section. Design your survey with customizable templates, or start from scratch to match your brand's aesthetics and tone.
- Define Your Triggers: Select the events or user actions that will trigger the survey. For example, you might want to prompt users to give feedback after they complete a purchase, use a particular feature, or when they encounter a specific error. Trackey allows you to specify triggers based on a wide array of behavioral events within your SaaS application.
- Craft Targeted Questions: Tailor your survey questions to gather insights relevant to each specific trigger. Keep the questions concise and to the point, ensuring a smooth user experience.
Step 2: Targeting the Right Audience
- Segment Your Users: Trackey lets you segment your user base based on various attributes, such as demographics, usage patterns, or subscription plans. This segmentation helps ensure that the surveys reach the appropriate audience, making the feedback collected more actionable.
- Personalize the Experience: Leverage Trackey's customization options to personalize the survey experience for each user. By addressing users by name and making them feel valued, you increase the likelihood of receiving thoughtful responses.
Step 3: Implementing the Surveys
- Choose the Right Survey Format: Trackey offers a range of survey formats, including multiple-choice questions, open-ended text fields, rating scales, and more. Select the format that best suits your objectives and desired level of user engagement.
Test Before Launch: Before deploying your event-triggered surveys, run thorough tests to ensure that they are working as intended and appearing at the right moments. This will help avoid any potential disruptions to the user experience.
Step 4: Analyzing and Acting on Feedback
- Real-Time Feedback Dashboard: Trackey provides a real-time feedback dashboard that consolidates responses and presents them in a visually informative manner. Use this dashboard to gain immediate insights into your users' sentiments and preferences.
- Identify Trends and Patterns: Look for trends and patterns in the feedback received to identify areas of improvement or highlight aspects that are delighting your users.
- Act on Feedback: With Trackey, you can quickly share feedback with your team and integrate it into your product development processes. Use this data-driven approach to make informed decisions and continually enhance your SaaS offering.
Conclusion
In conclusion, event-triggered surveys have revolutionized the way SaaS companies gather feedback, enabling them to collect valuable insights precisely when they matter most.
With Trackey's event-triggered surveys, you can engage your users in-context, leading to higher response rate and more valuable feedback.
Embrace the power of event-triggered surveys with our 14-day free trial today and start creating a truly customer-centric SaaS experience!