Feedback Plugins: Ratings, Surveys, and NPS® (Net Promoter Score®)
You can find other questions not asked during the Countly 20.11 webinar in our general Feedback FAQ.
Has the Feedback and Ratings plugin been changed to only Feedback now?
The Feedback and Rating plugin has been rebranded as the Ratings plugin in Countly 20.11. Ratings, along with NPS and Surveys, will be part of the Feedback category of Countly’s Reach plugins. 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 NPS®, Surveys, and Ratings?
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. They help you get feedback about any point of interaction between a user and your business. NPS® (Net Promoter Score®) is a type of survey that measures the percentage of users or visitors who positively refer you to others. 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.
Can I add CSAT surveys or can I only use NPS surveys?
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 target NPS to users based on specific behaviors?
Yes. NPS can be targeted according to the behavior on an event/action. NPS has a 2-part segmentation mechanism, which we divided into user property segmentation and user behavior segmentation. The slight but important difference between them is that user property segmentation is dependent on user property values; while user behavior segmentation depends on how/if they perform an event.
Can I target the Surveys to users based on specific behaviors?
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.
What kind of questions can we create in Surveys?
Surveys allows for 5 types of questions:
- Open-ended questions, which 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.
- Drop-down lists where you show your users a long list of potential answers and they can choose a single answer quickly.
- Rating scales, which provide a scale of your choice – from 0 to 10, for example - and a respondent selects the number that best represents their answer.
- Multiple choice, where respondents can select more than one answer from a list of options provided.
- Radio button questions, where respondents can choose only one answer from the listed options. Choosing a second option automatically deselects the first one.
Can I see details of the users who gave a specific response in Surveys and NPS?
Yes. You can go through individual user detail on both plugins in each of their dedicated sections.
Can I customize Surveys and NPS widgets? We would like our brand prominently displayed.
Ratings, Surveys, and NPS widgets can be visually customized from the Dashboard, using their respective plugin in-built, dedicated customization capabilities during the creation or editing of each widget. More information about customization options can be found in the respective User Guides for Ratings, Surveys, and NPS.
Further, in-depth customization is available using a custom CSS.
Can I create Alerts and reports based on Feedback plugins?
Both Alerts and Email Reports can be created for customizable changes to Ratings data.
Are NPS and Surveys available in mobile and non-website versions, or only for websites?
NPS and Surveys plugins are supported by iOS, Android, and web SDKs. Any framework-based SDKs or non-native mobile apps will get this functionality soon.
Do the Survey and NPS plugins support localization?
No, but it will be addressed in future releases. With Countly 20.11, you will have to create language-specific Surveys or NPS widgets and use one survey per cohort. Alternatively, you can define language-based targeting while creating the widget, in the “Devices & Targeting” tab within each plugin.
Okta setup isn’t working for me. Why don’t we see Okta under Management > Plugins?
Okta is available in the Enterprise Edition as an add-on. If you are unable to see the option of Okta integration on your Countly account, it is possible that it is not part of your package. Please reach out to your Account Manager or the support team to add this. If it is included in your package but you are unable to see the option, please reach out to our support team who will help you set it up.
We had been able to use Consolidate before Countly 20.11. What changed now?
We had a prior version of Consolidate plugin that wasn’t part of any release, but it only allowed the consolidation of the data points from all existing applications. This new Consolidate plugin allows you to select up to 3 applications to duplicate its incoming data into one single, consolidated app. It also allows you to have sub flows, such as A and B sends data to C, and then consolidated app C and some other app (for example, D) sends data to E.
Can you create funnels across apps?
Yes, using the Consolidate plugin.
When we consolidate multiple apps, what happens to the custom properties of the users if they were implemented separately in the original apps?
Consolidate duplicates all incoming data, including custom properties of the users, from the original apps into the new, consolidated app. This duplication of data has a direct impact on the data point count.
Additionally, if customers use the same device_id across multiple apps, then inside the consolidated data those will not be separate users from each app, but rather one user. Thus, user count would not be the sum of all users from all apps.
Is it possible to send customer feedback to another application via Hooks?
Yes. The Hooks plugin allows you to choose which incoming data that can trigger the hook, including data from Surveys. When creating a hook, you can also determine the action Countly should take following its triggering, such as sending it to another application.
Can I connect the Hooks plugin to Slack?
Yes. The easiest way is to use Slack web hooks. Another way is using the Zapier integration, and the email mechanism built-into Slack that automatically forwards emails to a selected channel in Slack.
Does the “same session” option also affect the order of events or only checks whether those events are in the same session, independently from the order in which they occur?
In both - session-independent and same-session options - the order is important and is tracked. You can check whether the event happened in the same session by selecting the same-session Funnel type.
What’s the difference between “Default Lists” and “Big Lists”?
The difference relies on the number of values you can have within each array: Default Lists can have up to 100 values. When a Default List exceeds 100 entries, Countly converts it to string, no longer showing a drop-down functionality for selecting a particular property. Big Lists can hold thousands of values, letting you preserve the drop-down selection functionality.