Surveys

Ask people a few questions in your app or on your website. Choose who is asked, when and how often, then read the answers question by question.

What a survey campaign is

A survey campaign asks people a few questions while they are using your app or your website. A survey can mix question types: an NPS question from 0 to 10, a CSAT or numeric scale, multiple choice, free text and an email field. You read the answers question by question, or one person at a time.

A campaign decides who is asked, when, and how often. The survey itself is a piece of content from the Content Library that the campaign links to. You can design a new survey while you build the campaign, or attach one that already exists in the library.

On the Surveys page, a row marked Legacy is a survey made in the old dashboard. It becomes a draft campaign the first time you open it.

Every campaign has a status:

• Draft has never been launched.
• Active is being shown to the people it targets.
• Paused is kept but shown to nobody until you resume it.
• Pending approval and Rejected appear when your project requires approval before a campaign goes live.

How a survey reaches someone

Whether a person is shown a survey is decided every time their app asks for content, not once when you launch it. All of these have to be true at that moment:

1. The campaign is active.
2. Its schedule is open: it has started, and its end date, if it has one, has not passed.
3. The person matches the audience. The check runs against their profile as it is now, so someone who joins a targeted cohort after launch can still be asked.
4. The campaign's frequency allows another showing for this person.

Frequency decides how often one person is asked:

• Show once asks each person one time.
• Until dismissed keeps asking until the person closes the survey.
• Every time asks on every request.
• Cooldown asks again only after the number of hours you set has passed since the last time.

Recurring and multi-day campaigns have no frequency choice. Each new occurrence is shown to a person at most once, so the schedule is the frequency.

A survey counts as started when the person gives their first answer, and as completed once every question is answered. Someone who closes it halfway has started it but not completed it.

Use Cases

Ask a few questions

Ask the people using your app or your website a few questions, and read what they answer.

1. Open Surveys under Campaigns in the Experience menu and select New survey.
2. In Setup, choose the type, the audience, the frequency and the device. A One-time campaign set to Send now starts as soon as you launch it. Rename the campaign in the bar at the top, since the name is how you will find it in the list.
3. Select Continue. On the Content step, choose Create new content to write the survey in the builder, or attach a survey that is already in your library. Attaching takes you straight to Review.
4. On Review, read each row. To change one, select its step in the bar at the top.
5. Select Launch campaign and confirm. The confirmation says when the campaign starts showing: right away, on its schedule, or when its trigger fires. You return to the Surveys page, where a message says Campaign launched.

If your project requires approval for survey campaigns, the button reads Send for approval instead, and the campaign goes live once an approver accepts it.

Ask at the right moment

Ask your questions when someone has just done the thing you want to learn about, and not so often that it annoys them.

1. In Setup, set Type to Automated and choose the event that marks the moment, such as a finished purchase. The survey becomes due for a person when they perform that event. You can start it when someone enters or leaves a cohort instead.
2. In Targeting, choose Segmented to ask only the cohorts you care about, and watch Estimated reach as you go. Cohorts, profile properties and geolocation all apply together, so each one you add can only make the number smaller.
3. In Delivery, set Frequency. Show once suits a survey about one moment. Cooldown suits a survey you want to repeat, then set how many hours must pass between showings. It starts at 24.
4. Check the trigger and the frequency on the Review step before you launch.

Read the answers

Find out what people answered, and who said what.

1. On the Surveys page, select a campaign's row.
2. Read Start rate and Completion rate first. A low start rate means people close the survey without answering. A low completion rate means they start and give up, so the survey may be too long.
3. Read each question's card in turn. An NPS question shows its score with its detractors, passives and promoters. Scales and multiple choice show how the answers are spread. Free text shows up to six answers, and See all answers lists everyone who answered it under Responses.
4. Select a score, a group or an answer to narrow Responses to the people who gave it. Select it again, or remove its filter above the list, to see everyone again.
5. In Responses, select a row to read everything one person answered. Select their name to open their profile.
6. Use Filter above the numbers to narrow the whole page to profiles with the properties you choose, and Results for to look at one localization.

Bring over a survey from the old dashboard

Keep using a survey you made in the old dashboard, from the new one.

1. On the Surveys page, find the row marked Legacy and select it.
2. A window explains that opening the survey imports it as a draft campaign, once. Under Where it runs, choose Web or Mobile. The old survey does not record this, so you settle it here.
3. Read What changes. It lists anything that will not carry over as it was. For example, a dropdown question is shown as a list of options instead, and custom tags keep working but are not shown in the new dashboard and cannot be changed there.
4. Select Convert and open. The survey is now a draft campaign, and it opens the way any other campaign on the list does.

If the survey is used in a journey that is still in the old dashboard, the window names those journeys and the survey can be imported once they are migrated.

The old survey keeps running, and the old dashboard shows it read-only. Its responses stay where they are. Launching the campaign retires the old survey, so nobody is asked twice. If you delete the draft before launching it, the old survey can be edited again. If you delete the campaign after launching it, the old survey is deleted too, and its data is kept.

FAQs

I launched a survey. Why has nobody been asked yet?

A survey appears the next time a person's app asks for content, and only if they match the audience and the frequency allows it. Check Estimated reach on the Setup step. If it is zero, nobody matches all of your targeting at once.

What does the Legacy badge mean?

The row is a survey made in the old dashboard. Opening it imports it as a draft campaign, once, after asking you where it runs and showing what will not carry over. The old survey keeps running until you launch the campaign, and the old dashboard shows it read-only. Its responses stay where they are.

Why is Start rate empty for a converted survey?

The old dashboard never recorded when someone started a survey, only when they finished it. For those surveys, Completion rate is worked out from the times the survey was shown instead.

Why does a question show fewer answers than Responses?

Responses counts completed surveys. A question's card counts the people who answered that question. On an NPS, scale or multiple-choice card, the people who completed the survey without answering it are shown as skipped.

What happens to a campaign I pause?

It stops being shown to anyone and stays in the list as Paused. Resume makes it active again, without asking first.

Why can't I open a draft's results from its row icon?

A draft has never been launched, so nobody has been asked and there is nothing to report yet.

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