CX - Types of Survey

There are two types of survey in Customer Experience.

• Intercepts
• Email

Intercept surveys are those which can be used on a webpage or website. These surveys are not sent to the users via SMS or Email. They are further classified into three types:

• Pop-up
• Feedback
• Exit

Intercept surveys target all the visitors coming to your website. It helps in collecting real time data and demographic reach is high. Examples where these surveys are most commonly used are Cart Abandonment surveys, Website satisfaction, Usability Feedback and so on.

Email surveys are those which are sent to the customers via SMS or Email. If you have the customer data, you can import it via transactions into the system and send the survey to them through the deploy tab.

These surveys are useful to target a bulk audience and collect large quantity of information. You also get to customize the survey and email template to provide a motivation to your respondents for taking the survey.

To create a Survey, go to: Login >> CX >> Feedback

• Select the feedback in which the survey is to be created, click on Create Survey button

• Select the type of survey you want to add, Email or Intercepts

• Intercept Survey -
  • Name the Survey
  • Mention the name of website where you want to display the intercept(There can only be one website for a feedback)
  • Select the Type of intercept
  • Click on Create Intercept

• Email Survey -
  • Name the Survey
  • Click on Create Survey