Feedback FAQ

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What is Feedback?

Feedback is a category on Countly that features three plugins: Ratings, Surveys, and Net Promoter Score®. These three different plugins give you the ability to collect, measure, track, and react to user feedback, all the while integrated to other Countly reporting or analytics features. However, each of them offers different customization options in terms of content and design of their respective widgets, and their targeting strategy.

What is the difference between Ratings, Surveys, and Net Promoter Score®?

  • Ratings on Countly is used to get scores and comments from users/visitors by comparing their feedback on a scale from 1 to 5, normally using a scale of reaction emojis to measure satisfaction. It can be added to all pages or special pages, and its segmentation is based on the user’s device and the page they view.
  • Surveys is used to collect, store, search, and track user feedback to different questions from web and mobile applications that are completely customizable, and that run based on behavioral or property segmentation. The Survey plugin is available in Countly Enterprise Edition.
  • Net Promoter Score® (NPS®) is a type of survey that measures the percentage of users or visitors who positively refer you to their friends. It is a customer loyalty and satisfaction measurement taken by asking users or customers how likely they are to recommend your product, app, or website to others on a scale from 0 to 10. NPS and its other derivatives are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. The Net Promoter Score® plugin is available in Countly Enterprise Edition.

The most amazing value of Countly is that it provides you with the possibility of analyzing customer feedback together with other data, so you can easily see both the overall picture and the granular details. For example, you can track the first and second move/interaction of a particular user on the User Profile section. So, you can develop better-targeted strategies or new campaigns which consider your users’ level of satisfaction, loyalty, and/or opinion.

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. 

Where do I find more information about Feedback plugins?

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