Feedback (Surveys, NPS®, and Ratings)

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Feedback is the section of the Main Menu where you will be able to create a comprehensive strategy for getting first-hand feedback from your users, using tools that are crucial to putting together any Voice of the Customer research. For this purpose, Countly provides you with 3 different features: Surveys, NPS® Surveys, and Ratings. 

Note that some individual components might be restricted depending on whether you are using Countly Enterprise or Countly Lite. You can validate which features correspond to each edition here.

Understanding Feedback

Difference between the Ratings, Surveys, and NPS® features

They are all Feedback features, but they address different aspects in the customer experience: 

  • Ratings can be added to any page and incorporate a scale to answer a very straightforward customer satisfaction question. Their segmentation is based on the user’s device and the page they view.
  • Surveys run based on behavioral or property segmentation, providing flexibility to customize up to 5 questions and to customize target segmentation.
  • NPS® (Net Promoter Score®) is triggered when users/customers perform an event and has a very standardized calculation method.

Strategizing with Feedback

Feedback features are crucial for gaining direct insights into your users' opinions. The outcome of behavioral or device performance trends, for instance, obtained from other analytics features of Countly will never give you a complete picture of the customer journey if you are not listening to what your users have to say.

For example, let's say that your users stop at a certain step of a purchase funnel while shopping for clothes in your app. You may think that it is related to the slow rendering of your app on their devices. However, it might be because users cannot find the color of the clothes they were searching for and dropped out. Data insights coming from the way you segment your audience or if your app is buggy or crashes will not get you to the answer - the color selection in your online store is insufficient - unless you actually ask your users what is making them not complete the purchase.

You must understand what exactly is the user doing in your app to determine which Feedback tool you will use, as each comes with advantages. But note that, if you ask your users for their opinions at the incorrect time, then it would be detrimental to your product. For example, if a user experiences a crash, logs back in, and a Ratings widget pops up to check their level of satisfaction, the user will be definitely be taken aback by an apparent lack of tact.

You can imbed all your strategies (development, design, campaigns, etc.) with the implementation of different tools that will, on the one hand, feed you with timely, crucial insights regarding user journey, and on the other, will make your users feel appreciated and further increase their loyalty.

Surveys

Availability

The Surveys feature is available only in Countly Enterprise.

Surveys is used to create and run custom surveys to collect, store, search, and track user feedback from web and mobile applications. Surveys allows you to create both user property-based and behavior-based surveys, which means you can customize your surveys depending on your user segmentation.

Benefits of Surveys

User research and customer feedback collection are key inputs for any successful product or service. To better fulfill your customers’ needs, you must listen to your target market and get first-hand insights about its needs, requirements, and pain points. Understanding this is crucial to launching a product that has a strong value proposition and delivers on the essential needs and expectations of your target market, leading to enhanced customer satisfaction.

Surveys provide first-hand, immediate feedback from both high engagement users, who may give you specific opinions about your product, and low engagement users, who can give you critical insights. With the Countly Surveys feature, you can customize your surveys and target specific segments of your app or website users based on various conditions, such as app version, performed event, or other custom user properties.

The main benefits of using the Surveys feature are: 

  • Receive feedback from a segmented user base
  • Get a high response rate
  • Collect and test user response to specific or new features
  • Analyze your users’ product experience
  • Identify pain points in the user experience
  • Enhance user retention and lower churn rates
  • Powerful market research
  • Give your users a voice and analyze verbatims

Getting Started

The Surveys feature is enabled by default in Countly Enterprise and you can find it in the Main Menu > Feedback. If you still don’t see it, go to the Sidebar > Management > Feature Management and enable the Surveys toggle. 

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Surveys Overview

Survey Types

There are 2 types of Surveys based on user/customer targeting:

  1. Attributional: This is used to collect responses from users based on user properties like city, app version, device, etc.
  2. Behavioral: This is used to collect responses from users based on performed or not performed events (e.g. clicked on “add to cart”).

Types of Questions

In Countly, there are 5 types of questions:

  1. Open-ended questions: These questions require respondents to type in their answers. Such responses help companies to better understand individual users/customers. However, it’s quite difficult to analyze collected data with open-ended questions because responses are not standardized and are hard to categorize.
  2. Drop-down lists: Drop-down lists are an easy way of showing a long list of potential answers. They allow respondents to choose a single answer quickly.
  3. Rating scales: These questions provide a scale of your choice – from 0 to 10, for example. A respondent selects the number that best represents their answer.
  4. Multiple choice: These questions allow respondents to select more than one answer from a list of options. This also allows you to set additional options, including choosing 'All of the Above,' 'None of the Above,' or 'Other' as responses.
  5. Radio button: These buttons allow respondents to choose only one answer from the listed options. Choosing a second option automatically deselects the first one. However, you can also include an 'Other' option for extended input.

Using Surveys

surveys1.png

Upon accessing this View, you will see a list of surveys and a general report showing the results for the surveys, as well as:

  1. Selector for the metrics panel. Choose between metrics reflecting All surveys (regardless of whether they are currently active or inactive), or only the Active or Stopped surveys.
  2. Total Surveys: Total number of surveys, both active and inactive.
  3. Total Responses: Total number of responses given by each individual user who responded to each survey. If a user responds to more than one survey (i.e. gives responses 2 times for 2 active surveys) this is counted as 2 instances on Total Responses.
  4. Response Rate: Percentage of the Number of Responses over the Total Number of Surveys sent out.
  5. Survey list: Each survey in the list can be quickly activated or deactivated using its respective toggle button. Clicking a survey name will take you to that survey's detailed view.
  6. Table controls: Use them to change the columns shown in the table or to search for particular surveys.
  7. Survey menu: Because surveys can be used periodically, you can quickly duplicate an existing survey or delete old ones.
  8. + New Survey button: Opens the drawer to create a new survey.

Creating a Survey

Upon clicking the + New Survey button in the main Surveys View, a creation drawer will appear.

Creating a Surveys widget on Countly has 3 simple and easy steps:

  1. Determine the survey settings and questions
  2. Customize the survey appearance
  3. Choose which users and/or devices will be targeted

Survey Settings & Questions

surveys2.png

This first step contains the inputs necessary for creating the survey and includes:

Survey Name: Name for internal purposes; it will not be displayed to the end-user.

Questions: You can add up to 5 questions for each survey. Also, remember that there are 5 types of questions in Countly Surveys.

Thank-you message: Will be displayed to the end-user upon a successful survey submission.

Once you complete the “Survey Name” field and add at least one question, you will be able to move on to the next step. If you leave the “Survey Name” field empty, the Next Step button will not be active until you enter a name for your survey.

On the left side of the screen, you will see a widget preview with its questions and thank-you message. All questions can be customized by question types and by editing the possible choices. You can also mark the questions as “Required” and randomize the order of choices using the provided checkboxes. 

❗ Tip: Make your survey name identifiable, short, and simple. Avoid using special characters or long names for the best appearance of the survey widget.

Survey Appearance

Countly allows you to choose how and when exactly you would like a survey widget to be shown to your targeted audience, and whether or not the same user should see the survey more than once. There are two types of settings for these options depending on what user behavior triggers the appearance of the survey widget and what widget persistence is set:

Widget visibility:

visib.png

  • Until they submit the survey: This is the default option. The survey widget will be shown until the user responds on every new session based on targeting parameters.
  • Until they close the widget: The survey widget will be shown until the user closes the widget based on targeting parameters. If the user closes it, the same survey widget will not be shown again and it counts for the Total Shown metric but will not be considered in the Responses calculation (see Using Surveys above).

Behavior that triggers the widget:

persist.png

  • After the page loads: The survey widget will be shown once your website or app is fully loaded.
  • After a delay of 10 seconds: For web applications, the user needs to remain on the same URL for 10 seconds for the widget to be triggered. For mobile apps, the user needs to remain on the defined page for 10 seconds. In both cases, the survey widget will be shown to the user after 10 seconds.
  • When the user abandons the page: Available only for desktop devices, the survey is triggered when the mouse moves towards the top part of the browser.
  • When the user scrolls halfway down the page: Once the user reaches 50% down your page, the widget will be triggered. 

In this step, you can customize the main widget color and style, which affect both the main widget colors and the submit button appearance. You can also add a logo. Your choices will be reflected and shown on preview on the left side.

Survey Targeting

Surveys provides you with enhanced options for both page-based, behavioral (i.e., based on user cohort) and event/action-based targeting. It is mainly a 2-part segmentation mechanism: user property segmentation and user behavior segmentation. The slight but important difference between them is that user property segmentation is not dependent on an event.

prop.png

User property segmentation: It helps you narrow your target group of users down using user properties. For instance, you may want to only show iOS users AND individual customers defined by a custom user property named accountType. To do that, you can use the query builder in the "USER PROPERTY SEGMENTATION" panel as shown in the image below. You can always extend your query to make your target set even more specific. If you don't want to specify any user properties, you can skip this stage. 

beha.png

User behavior segmentation: They can be added once you are done with User Properties. First, you must select the users who have performed/not performed a certain event or session. Then, set the frequency and time range. When you complete entering these criteria, add property will become enabled. 

You can add filters such as country of a user, last entry time, input method, etc., and you can group similar users. The more filters you use, the more granular and deeper your data will be.

You can keep adding conditions by using the + Add Condition button. You can also associate custom tags to it. However, please note that this will be shown as an empty dropdown where you can add your tags. It won't have a predefined list to choose from.

By default, survey widgets are enabled. If you want to disable them, just uncheck Set widget to active checkbox. You may also change the survey widget status, appearance, and settings after you create it.

Now your survey is ready to go public.

Surveys Use Case

You can get to know your users’ first shopping experience on your e-commerce app by routinely running a survey to gather contextual feedback from users with a few questions. You can do that by following the next steps on Countly: 

  1. Create a new Survey.
  2. Define your questions, such as “How do you rate your shopping experience on our app?” or “What did you like most on our app?”surveys-uc1.png
  3. Customize the survey appearance.
  4. Define your target audience using the following conditions for User Behavior Segmentations:
  • users who performed clickPayment event is 1 time during all time
  • which Last Payment is setsurveys-uc2.png

You can also create a Cohort for your target audience on Countly Cohort plugin and just set a rule by using this Cohort.

surveys-uc3.png

Individual Survey Detailed View

Further details about each particular survey can be accessed by clicking on the survey name.

surveys-detail.png

Upon accessing the details of an individual survey you will see:

  1. General information, such as status and details.
  2. Box detailing the targeting selected for the surveys.
  3. Results summary box covering similar details found in the general Surveys View:
    Times Shown expresses how many times your survey was shown to the target audience. Some users may not be willing to respond to your survey, so it is important to know this metric. For example, if you set your survey widget appearance for until they submit a response, the Times Shown number will be probably high. Responses shows the total number of responses you have received for that particular survey.
    Response Rate is calculated by Times Shown divided by total Responses.
    You can filter the results by Platform or App Version on the top-left corner and select a particular time frame with the calendar menu on the top-right corner. These filters will affect both the Summary results and the table with Results/Questions underneath.
  4. Results tabs: Questions (selected by default) and Responses, both displayed on the table underneath. 
  5. Survey controls, that allow you to stop, edit, duplicate, or delete the survey.

Questions Tab

This tab shows the results of each individual question.

surveys-questions.png

Note that each question type will display responses differently.

For open-ended questions (text-based answers), you see the last 10 answers. If you want to see all the answers, click on the “View All Responses” link below these questions. You can also export the results as a .csv, .xlsx, or .json file.

Responses Tab

This tab shows the responses of each individual survey, displaying the responses by each user. You can filter responses by questions.

Also, you can learn more about the respondent by clicking on the View User button. This will lead you to their user profile.

surveys-responses.png

NPS® - Net Promoter Score®

Availability

The NPS feature is available only in Countly Enterprise.

Benefits of NPS

On the surface, NPS might seem like any other CSAT survey. However, look closely, and you will soon discover that NPS is completely different.

For once, NPS surveys lead to a standardized NPS score. Such a metric, allows for comparison between industry thresholds.

On the other hand and most importantly, NPS tracks user loyalty. As explained below, knowing the chances a user has to turn into a brand ambassador, you can see what are the actions that they do that render in a higher NPS rate and which not. Also, triggering an NPS survey at the correct time, can help in making the user feel appreciated, also putting them on the path of heightened loyalty.

Getting Started

The NPS feature is enabled by default in Countly Enterprise, and you can find it in the Main Menu > Feedback. If you still don’t see it, go to the Sidebar > Management > Feature Management and enable the Surveys toggle. 

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NPS Overview

What is NPS®?

NPS is a standard metric that was created in 2003 by Bain & Company. It is generally used to measure and analyze customer loyalty and sentiments about your product, company, or service. It is different from other surveys or customer experience-based research because of its standardized, simple question and metrics, which make it easily trackable and quantified over time. Unlike CSAT (Customer Satisfaction Score), NPS measures the number of advocates your brand has—not the number of happy customers.

An NPS survey consists of only one question that typically looks like this:

"How likely are you to recommend this product/company to a friend or colleague on a scale from 0 to 10?"

Participants rate their opinion on a 0-10 scale, with 0 being very unlikely and 10 being extremely likely. After rating, participants are asked to share their additional feedback, if any, in an open-ended follow-up question. This follow-up question might be customized based on the score category. NPS has 3 standardized categories based on the given score: 

  • Promoters, who respond with a score of 9 or 10: are typically loyal and enthusiastic customers.
  • Passives, who respond with a score of 7 or 8: are satisfied customers but not happy enough to be considered promoters.
  • Detractors, who respond with a score of 0 to 6: are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.

At first, NPS may seem like a basic survey that provides insight based on scores. But if it is well-planned and used strategically, it's so much more. Let’s learn more about it.

How to calculate NPS?

NPS has a simple calculation formula: 

NPS = %Promoters - %Detractors

For example, 

Promoters = 70% of respondents

Passives = 20% 

Detractors = 10% 

NPS =  70-10 = 60

So, the NPS will range between the absolute majority of Promoters (i.e., NPS = 100) to the absolute majority of Detractors (i.e., NPS = -100).

NPS Types

There are 2 types of NPS surveys based on user/customer targeting:

Relational: is used to measure the customer’s overall feeling about a product or organization.

Transactional: is used to address customer satisfaction at a more granular level, such as direct feedback about a particular issue or step (e.g., after a first transaction).

Using NPS

nps1.png

Upon accessing this View, you will see a list of NPS surveys and a general report showing the results for the NPS surveys, as well as:

  1. Selector for the metrics panel. Choose between metrics reflecting All NPS surveys (regardless of whether they are currently active or inactive), or only the Active or Stopped NPS surveys.
  2. Total Responses: Total number of the ratings given by each individual user who responded to the active NPS survey. If a user responds to more than one NPS survey (i.e., gives scores 2 times for 2 active NPS surveys) this is counted as 2 instances on Total Responses.
  3. Response Rate: Percentage of the Number of Responses over Total Shown.
  4. Average NPS Score: Number of the Average Net Promoter Score for all running NPS surveys using the calculation method covered above.
  5. NPS survey list: Each NPS survey in the list can be quickly activated or deactivated using its respective toggle button. Clicking a NPS survey name will take you to that NPS's detailed view.
  6. Individual NPS survey menu: Because NPS surveys can be used periodically, you can quickly duplicate an existing NPS survey or delete old ones.
  7. + New Survey button: Opens the drawer to create a new NPS survey.

Creating an NPS Survey

Upon clicking the + New NPS Survey button in the main NPS View, a creation drawer will appear.

Creating a NPS survey widget on Countly has 3 simple and easy steps:

  1. Determine the NPS survey settings and questions
  2. Customize the NPS appearance
  3. Choose which users and/or devices will be targeted

NPS Widget settings

nps2.png

This first step contains the inputs necessary for creating the NPS survey and includes:

  • NPS Survey Name: Name for internal purposes; it will not be displayed to the end-user
  • Main Question: Even when it is customizable, remember that the logic of an NPS survey needs to stay somewhat aligned with the typical NPS question.
  • Follow-up Question: It can be customized depending on the score-based Promoters, Passives, and Detractors categories. This customization option (Use and customize Follow-up Question) is set by default but you can change it and set one unique question for all scores by selecting the second option, Use one Follow-up Question. If you choose one of these two options, these questions will be mandatory for all responses. Alternatively, it is possible to not use a follow-up question by selecting the first option, Don’t use Follow-up Question
  • Thank-you message.

If you only complete the “NPS Survey Name” field and leave the other inputs empty, their values are set by default and you will be able to move on to the next step. If you leave the “NPS Survey Name” field empty, the Next Step button will not be active until you enter a name for your survey.

On the left side of the screen, you will see a preview of your NPS, its follow-up question, and thank-you message.

Tip: Make your NPS survey name identifiable, short, and simple. Avoid using special characters or names longer than 255 characters.

NPS Appearance

nps3.png

In this step, 2 display options are provided for the survey widget:

Until they submit a score: This is the default option. The NPS widget will be shown until the user responds on every new session based on targeting parameters.
Until they close the widget: The NPS widget will be shown until the user closes the widget based on targeting parameters. If the user closes it, the same NPS widget will not be shown again and it counts for the Total Shown metric but will not be considered in the NPS calculation.

In this step, you can customize how the widget looks including:

  • the main widget color and style which is applicable to both score and the Submit button appearance.
  • the text in the Submit button.
  • the label for each end of your 0 to 10 scale.

Your choices will be reflected and shown in the preview on the left side.

NPS targeting

The NPS feature of Countly provides you enhanced options for both page-based, behavioral (i.e. based on user cohort) and event/action-based targeting. It is mainly a 2-part segmentation mechanism: user property segmentation and user behavior segmentation. The slight but important difference between them is that user property segmentation is not dependent on an event.

nps-prop.png

User property segmentation: helps you narrow your target group of users down using user properties. For instance, you may want to only show iOS users and individual customers defined by a custom user property named Account Type. To do that, you can use the query builder in the "USER PROPERTY SEGMENTATION" panel as shown in the image below. You can always extend your query to make your target set even more specific. If you don't want to specify any user properties, you can skip this stage. 

nps-beh.png

User behavior segmentation: They can be added once you are done with User Properties. First, you must select the users who have performed/not performed a certain event or session. Then, set the frequency and time range. When you complete entering these criteria, add property will become enabled. 

You can add filters such as country of a user, last entry time, input method, etc. and you can group similar users. The more filters you use, the more granular and deeper your data will be.

You can keep adding conditions by using the + Add Condition button. You can also associate custom tags to it. However, please note that this will be shown as an empty dropdown where you can add your tags. It won't have a predefined list to choose from.

By default, NPS survey widgets are enabled. If you want to disable them, just uncheck the Set NPS widget to active checkbox. You can also edit the survey widget after it has been created.

And now your NPS survey is ready to go public.

NPS Use Case

If you need to run an NPS survey for your new product or recently launched new product feature, you would need to target users who used this product or feature. So in this case, you can use behavioral segmentation: select at least one event which shows that the user experienced a new product or feature and use it for better targeting your NPS survey. 

Tip: This targeting logic is the same as that of a Cohort. So, you can create a Cohort with the same condition to check your targeting and filter users who will trigger your NPS survey. 

NPS Detailed View

Further details about each particular NPS survey can be accessed by clicking on the survey name.

nps-det1.png

Upon accessing the details of an individual NPS survey you will see:

  1. General information, such as status and details.
  2. Box detailing the targeting selected for the surveys.
  3. Results summary box covering similar details found in the general NPS View.
    You can filter the results by Platform or App Version on the top-left corner and select a particular time frame with the calendar menu on the top-right corner. These filters will affect both the Summary results and the table with Scores/Comments underneath.
  4. Graph depicting results by scores and time series.
  5. Results tabs: Scores (selected by default) and Comments, both displayed on the table underneath. 
  6. NPS survey controls, that allow you to stop, edit, duplicate, or delete the NPS survey.

NPS Scores Tab

This tab shows the results of each NPS, broken down by individual score selected.

nps-scores.png

NPS Comments Tab

This tab shows the responses of each individual NPS survey, displaying the responses by each user. You can filter responses by questions.

nps-comments.png

Also, you can learn more about the respondent by clicking on the View User button. This will lead you to their user profile.

Ratings

Availability

The Ratings feature is available in both Countly Lite and Enterprise.

Benefits of Ratings

Ratings allows you to quickly and easily collect, store, search, and track user feedback from web and mobile applications. It pops up as a widget that triggers the collection of data so that you can obtain feedback from users.

Getting Started

The Ratings feature is enabled by default in both Countly Enterprise and Countly Lite, and you can find it in the Main Menu > Feedback. If you still don’t see it, go to the Sidebar > Management > Feature Management and enable the Star Rating toggle. 

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Ratings Overview

Integrating Ratings

You need to integrate this popup into your application. The integrations of the Ratings feature is different for web and mobile applications.

Web Integration

To integrate Ratings to your web application, you first need Countly to integrate the web SDK. If Countly web SDK is already initialized on your web application, you just need to integrate the following code:

// you can call widget by specific widget id
Countly.q.push(['enable_
feedback',{'popups':['5b86772f7965c435319c79ee']}]);

// OR initialize without widget_id
// it will get all enabled ratings widgets that provide required conditions
Countly.q.push(['get_available_feedback_widgets', feedbackWidgetsCallback]);

// feedback callback function
function feedbackWidgetsCallback(countlyPresentableFeedback, err) {
if (err) {
console.log(err); return;
}
// The available feedback types are nps and survey,
// decide which one to show


var countlyFeedbackWidget = countlyPresentableFeedback[0];
//Define the element ID and the class name
var selectorId = "targetIdSelector";
var selectorClass = "targetClassSelector";
//Display the feedback widget to the end user
Countly.present_feedback_widget(countlyFeedbackWidget, selectorId, selectorClass);
}

Then, your Countly Web SDK integration code section will look like the following:

<script type="text/javascript">
  // Some default pre init
  var Countly = Countly || {};
  Countly.q = Countly.q || [];
  // Provide your app key that you retrieved from Countly dashboard
  Countly.app_key = "1234426e50d669e5035d618cbff9374982065223";
  // Provide your server IP or name. Use try.count.ly for EE trial server.
  // If you use your own server, make sure you have https enabled if you use
  // https below.
   Countly.url = "https://your.countly.instance"; 

  // Your Other Countly feature pushes to Countly.q array
  // Countly.q.push(['track_session']);
  // Countly.q.push(['track_pageview']);
 
Countly.q.push(['enable_feedback',{'popups':['5b86772f7965c435319c79ee']}]);

//or

// OR initialize without widget_id
// it will get all enabled ratings widgets that provide required conditions
Countly.q.push(['get_available_feedback_widgets', feedbackWidgetsCallback]);

// feedback callback function
function feedbackWidgetsCallback(countlyPresentableFeedback, err) {
if (err) {
console.log(err); return;
}
// The available feedback types are nps and survey,
// decide which one to show


var countlyFeedbackWidget = countlyPresentableFeedback[0];
//Define the element ID and the class name
var selectorId = "targetIdSelector";
var selectorClass = "targetClassSelector";
//Display the feedback widget to the end user
Countly.present_feedback_widget(countlyFeedbackWidget, selectorId, selectorClass);
}


// Load countly script asynchronously
(function() {
var cly = document.createElement('script'); cly.type = 'text/javascript';
cly.async = true;
// Enter url of script here (see below for other option)
cly.src = '/countly.js';
cly.onload = function(){Countly.init()};
var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(cly, s);
})();
</script>

Now, you are ready to use the Ratings feature.

Multiple Popups

In some cases you may want to use multiple popups in one page. In this case your only need to add popup ID values into the popups array. For example, as shown in the code below, you can add multiple popups into one page with the array type popups parameter of enable _feedback function:

Countly.q.push(['enable_feedback',{'popups':['5b86772f7965c435319c79ee','5b86772f7965c435319c79fe','4b86772f7965c435319c79ee']}]);

Manually Calling a Popup

You may need to trigger a popup manually. To do so, you should check the Hide sticker checkbox. After setting this up, you just need to call the popup as follows:

var go = confirm("Do you want to continue?");

if (go) {
  // you can get popup id easily through the ‘Copy Popup Id’ option in the popup menu.
show_feedback_popup("5b890791dfc7d9562b391df8")
}

Mobile Integration

When you use the Ratings feature for mobile applications, you have two options:

  • Using native dialogs: In this case, native dialogs have the ability to show 1-5 star ratings only.
  • Using web dialogs: In this case, web dialogs called from native iOS/Android apps can show avatars (emoji-like faces) that help retrieve the end users’ feelings (e.g. from very satisfied to very disappointed). This is the same as how web integration works.

The first case will not retrieve comments but only 1-5 star ratings, whereas the second option will be able to show an option to retrieve comments and email of the end-user.

For iOS integration, please check the iOS SDK documentation.

For Android integration, please check the Android SDK documentation.

Using Ratings

Ratings Tab

Upon accessing this View, you will see the results of your ratings widgets.

ratings1.png

Here you will find:

  • Ratings: An overview of the cumulative data from the Ratings widgets, as well as the option to filter them by platform, device, and widget name on the left side) and their date (on the right side). Note that applying a filter will apply to all the results shown in this View.
  • Ratings: A list of all the results for all the ratings selected.
  • Comments: A tabular view of the free-text responses from Ratings widgets.

Ratings Widgets Tab

ratings2.png

When accessing this tab, you will find a list with all the existing widgets created to report Ratings. The list allows you to quickly enable/disable any widget, using the toggle button. Additionally, clicking on the Ratings widget name will lead you to the Rating widget's respective detailed view.

Finally, the + Add New Widget button in the upper-right corner opens the drawer to create a new Ratings widget.

Creating a New Widget

Ratings Settings

ratingsnew1.png

The Add new widget drawer contains a form on the right side. As you edit the fields, the left side containing the Popup preview will reflect the changes.

This section contains inputs for the Ratings widget appearance like the Question that will be asked, the symbols used for the response, title of submit button, and Thank you message values. If you leave these fields empty, their values are set by default.

Also, you can hide Add comment and Contact by e-mail sections from the future popup by using checkboxes on the drawer.

Ratings Appearance

ratingsnew2.png

This step contains inputs for properties of the trigger button. You can customize the position of the trigger button, its background and font color, and its written content. You can also customize the trigger button size, with three options: Small, Medium, and Large.

For some use cases which require a manual popup call, there is an option called Hide sticker. If you check this option, the popup trigger button will not be seen on the page, even if you integrate Ratings to your site. Instead, you need to call the Ratings popup manually through the show_feedback_popup(widget_id) method. There are sample use cases for this in the Integration section, above.

Ratings Targeting

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In this step, you can easily enable or disable the Ratings popup for some devices (e.g. desktop, tablet, or phone). Also, you can define target pages for which the Ratings popup will be shown.

You can define the exact target pages like /products/our-great-product or use /products/* for all pages under the /products/ path.

By default, Ratings popups are disabled. If you want to enable them, just click on Set Ratings Active checkbox. You may also change the Ratings popup state after you create it as well.

When you click on the Complete button, your Ratings popup is ready to be shown to your users.

After creating the popup, a helper page for the web integration will appear. You just need to copy the highlighted line and paste it into your html file, inside the Countly SDK. For details, please check the Integration step above.

 

FAQ and Troubleshooting

Surveys

Can I run Surveys based on behavior of users, like a performed event?

Yes. Countly provides you the ability to target users based on performed events such as a clicked button, the submission of a form, or a successful money transaction. Also, you can target users based on user properties like country, membership type, language, etc. 

Why can’t I visualize a survey?

When Surveys are triggered by user properties, these should be determined by Cohorts. And because each cohort has a determined regeneration time, a cohort needs to be regenerated for the user to see the widget. 

persist.pngvisib.png

 

The logic behind the visualization settings of Surveys widgets depends on the type of SDK, mobile or web.

In general, when determining these settings, note that survey persistence options (“Customers are going to see the Survey widget” in the image above) are valid for both mobile and web SDKs.

In web SDKs, the survey behavior option (“Users will see this survey”) needs to be chosen as well, because the web SDK fetches the response data from the server, as shown here: the web reporting logic needs an API to fetch the survey from the server as well as to display them to the end-user. You can find more information here.

In mobile app SDKs, feedback widgets are not automatically shown, so app developers need to display them manually.

Is there any limitation to the length of a Survey name? And how many choices can be added for a particular Survey?

No, you can add a Survey name of any length. You can add up to 10 choices for a particular survey.

 

NPS

What is a good NPS response rate?

A higher response rate indicates that the Average NPS will give you a clear picture of your audience. However, the response rate will vary greatly depending on the target audience, industry, market, and product or service. Generally speaking, a response rate of over 40% is ideal, but remember to keep your expectations realistic and to track response rates over time in your NPS Dashboard.

How do I increase my NPS response rate? 

There are many strategies you can use but again, they will depend on the nature of your product or service, your industry, and your market. But you can start by considering the following:

  • Time the NPS survey appropriately: a customer can’t be loyal to a brand immediately after conversion. Instead, give them the time to make up their mind.
  • Don’t overwhelm your respondents: if you have users that repeatedly trigger an event, don’t send them an NPS survey after each one. Instead, use Cohorts to segment the recipients of the survey better.
  • Keep the content of the NPS survey short and to the point but convey personalization: Use the segmentation of your choice for your own benefit and customize the elements of the survey to sound more personalized depending on the user score-based category.

What is a good Average NPS?

Like any other survey measuring customer loyalty, Average NPS results vary depending on each industry and market. Of course, the closer the average is to 100, the better because it means that all customers/users are actively promoting your service or product and each lead has a high conversion chance. This is clearly highly utopian, but tracking the improvement of your Average NPS over time will enable you to see if you are on the right track. That said, the general rule of thumb is that the Average NPS should be above 0, and leaning toward 30.

Can I use NPS independent of a user opt-in for analytics?

If your NPS widget is configured for pre-defined conditions like user profile or user events, the users who did not accept cookies/tracking options will not see your NPS and Survey widgets. You can track these permissions via the Compliance Hub.

On the other hand, if your NPS is not triggered by pre-defined conditions (e.g., selecting all visitors to a website), all users will visualize the widgets regardless of whether they accept or decline your compliance agreements.

What is the difference between Net Promoter Score and Customer Satisfaction Score (CSAT) Survey?

Both tools are essential to understanding your customer or user better. However, CSAT tends to be a more short-term metric as it tracks satisfaction on a transactional basis, while NPS is normally a longer-term metric because it measures overall loyalty. In Countly, NPS can be approached using the NPS plugin, while CSAT can be analyzed using the Surveys and the Ratings plugins.

Can I remove Countly labelling on my Feedback widgets?

Countly allows you to upload your logo while creating your Surveys widgets. For Ratings widgets, you can fully customize them from CSS. More information on customizing each widget can be found in the respective User Guide for each Plugin.

Can I create Alerts and reports based on Feedback plugins?

Both Alerts and Email Reports can be created for customizable changes to Ratings data. More information can be found in the Alerts and Reports User Guide.

We use the Countly Compliance Hub plugin. Will Surveys or NPS widgets automatically be shown to users/visitors who haven’t allowed cookies or tracking?  

If your NPS and Survey widgets are triggered for pre-defined conditions like user profile or user events, the users who didn't accept cookies/tracking options won’t see your NPS and Survey widgets. You can track these permissions via the Compliance Hub.

On the other hand, if your NPS and Surveys are not triggered by pre-defined conditions (e.g. selecting all visitors to a website), all users will visualize the widgets regardless of whether they accept or decline your compliance agreements. 

Looking for help?