Digital onboarding - Surveys

Editor step 4: Survey behavior

The survey behaviors determine how and when the survey is triggered. The settings are divided based on device, but don’t necessarily have to be different. To change the settings, start by changing from “Default settings” to “Custom settings”. You also have the option of copying the settings from a different device, as well as disabling the survey from one or more of the devices.

Once you have selected “Custom settings”, you are able to adapt the parameters.

The portion determines how many of the respondents that fulfill the requirements of triggering the survey will trigger it. The default is 100%, and unless you know you have a lot of traffic on your website, we recommend that you start with 100% and reduce if you find it necessary. We have an article about how many responses you need which can help you with that decision.

The remaining settings differ between the three survey types, and we'll therefore look at them one a time, starting with general surveys. You can skip to targeted surveys or feedback surveys if you want.

General surveys

Lastly, you need to determine after how long and also how often the visitors trigger the survey. The default for time spent on website is 2 minutes, and we have found that it works for most websites. If you have a very small website with little information, a shorter trigger time may be needed. And if you have an information heavy website where the visitors do a lot of reading, a longer trigger might be better. We have an article about trigger times too.

We also recommend that you wait 30 days before the survey is triggered again if the respondent didn’t answer the survey, and wait 90 days if they did. However, this is up to you.

Targeted surveys

For targeted surveys, you have three options for how to trigger the survey: time on website, embedded, and custom triggers.

Time on website

If you trigger by time on website, the time does not start until the visitors are on the pages with the survey. For example, with a trigger time of 30 seconds on your product pages, the survey will pop up after 30 seconds of visiting the product pages even if they spend the first 2 minutes of the visit reading about your company.

Since targeted surveys can be used in different ways, it’s difficult to give a time recommendation. It will depend on where the survey is placed and what the visitors need to do before answering the survey. For example, if you want them to have found the product they want to buy, you need a longer trigger time than if you’re interested in why they are looking for products on your website, as that is something they’ll know before going to the product pages. We have an article about trigger times if you want to read more.

We also recommend that you wait 30 days before the survey is triggered again if the respondent didn’t answer the survey, and wait 90 days if they did. However, this is up to you.

Embedded

The next trigger option is to have an embedded survey, which is a great choice for targeted surveys on order confirmation pages, contact information pages, search result pages, and so on. These are pages where it’s difficult to predict how long the visitors will stay, and where you also want the visitors to be able to read the information before answering the survey.

Embedded surveys need a container on your website, and once you have created that container, you add that information to the trigger settings. If you need more help with embedded surveys, we have a dedicated article to help you.

Custom trigger

Lastly, you can trigger the survey with a button on your website by selecting “Custom trigger”. As for embedded surveys, this trigger requires that you create a button on your website with which to connect the survey. When the visitors click the button, the survey will be triggered.