CX: End-Survey Experience
To create a customized end experience based on a recipient’s NPS sentiment, leverage our customizable end-survey experience tool within the survey setup wizard. You can set up unique end experiences for each of your surveys as this tool is at the survey level.
The below instructions are for Admins only.
- Select +New Survey
- Select End-Survey Experience
- Scroll to survey
- Select Analyze Results
- Select Setup
- Select End-Survey Experience
You can create the following types of end-survey experiences:
- Reuse the existing Basic Thank You page
- Create End Screen
- Create End Screen + CTA
- Create a Redirect
Creating an End Screen or an End Screen with a CTA
Select +End Screen within the survey setup for new surveys and existing surveys.
The Header of your experience will be the bold header text above the body copy of your message (see preview below). The Body will be the additional text you had below the Header. You can format the body copy with bold, italics, or add a hyperlink.
Add a CTA (Call to Action) button by toggling on “Call to Action Button”. The Button Label will appear as the text on the button. The Link URL will be the target URL/web page your customer will land on.
Creating a Redirect
Select +Redirect within the survey setup for new surveys and existing surveys.
The Redirect Nickname is meant for internal use so that you can easily identify the redirect’s location. The Redirect URL is where you will input the URL you want a customer to land on.
Upon completing the survey and selecting Finish Survey the recipient will receive a message that they are being redirected and will then land on the web page you specified.
Assigning Your End Experiences to a Sentiment Group
Once you have taken the time to create your end experiences, it’s now time to assign them to the correct sentiment group. You want to make sure that your customer receives the right end experience based on their response to the NPS question.
- Promoters: 9-10
- Passives: 7-8
- Detractors: 0-6
Simply drag and drop your end experience to a single sentiment group or multiple sentiment groups. You can re-use the same end experience across all experience groups or create a unique end experience for each sentiment group.
You can create up to 5 end experiences per survey and use the arrows to scroll through the experiences you have created.
If you need to edit an existing end experience simply select the kabob menu in the upper right hand corner of the end experience card.
You can also reassign an end experience by dragging and dropping one card over the other. Remove clears a card assigned to that sentiment group. Don’t worry - all of your end experiences are saved in the carousel below. Delete will permanently delete that end experience and you will need to recreate it.
Existing surveys that are live will have the Basic Thank You page assigned to every sentiment group in order to not disrupt the survey’s current end experience. You can use the instructions above to create your new end experiences.
Preview your work
You can preview your end experiences like you would your survey. Select Preview in the upper right hand corner within the survey setup. You will see an additional option “End-Survey Experience” to the right so you can focus on that portion of the survey. The green bar offers you the ability to preview specific sentiment groups.