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Invitation Behavior

There are a number of ways in which a site visitor can be invited to provide feedback on their experience. The pages in this section describe the Desktop and Mobile experiences in detail.

Survey Overview

A respondent is randomly selected based on number of pages they have visited (loyalty factor) and the survey sampling percentage. Once selected, the respondent is presented with an invitation to take the survey. If the respondent accepts, they are presented with the survey.

The random selection to be invited to take a survey is based on:

  • Loyalty Factor: Minimum number of pages visited before a visitor is eligible to be invited for a survey.
  • Sampling Percentage: Percent chance that a visitor will be invited to participate in a survey on each page once the Loyalty Factor is met. (Example: Assume a Sampling Percentage is 30% and Loyalty Factor of 2 pages. A visitor has a 30% chance to be invited on their 2nd page. If they don't get invited on the that page, they have a 30% chance of being invited on the 3rd page, etc.)
  • Pooling (rare): In some cases, a pooling percentage is applied to reduce the number of visitors eligible to be surveyed. If pooling is used, on the first page of their visit, a visitor is determined to be "in the pool" or "out of the pool" based on the pooling percentage. Only visitors "in the pool" can be invited for a survey, and that, only if they meet the Loyalty Factor/Sampling percentage criteria.

Setting up the Look of an Invitation

There are several invitation options for the desktop or mobile devices. This guide describes the options and contains examples: Guide to Personalizing the Survey Invite.
There is also an option to create your own invitation.

Survey invitation criteria

The SDK code can be configured to include or exclude survey invitations based on various factors. Here are some examples of configurations that can be set up:

  • URL pattern - Do not show the survey invitation if the URL currently contains '/checkout/', or if the visitor went to the '/careers/' page.
  • Variable - Do not show the invitation if the page contains a variable called 'internalIP' with a value of ''.
  • Cookie - Show the invitation if there is a cookie called 'loggedIn' with a value of 'Yes'.
  • userAgent - Do not show the invitation when the userAgent contains 'selenium'.
  • Browser - Do not show the invitation on IE 10 browsers.
  • Referring URL - Show the invitation if the site visitor comes from ''.

Configuring Re-invite behavior

You can re-invite a user to the survey if they 'decline' the invitation, 'abandon' the invitation, or if they accept and don't complete the survey. By default the re-invitation will occur in 90 days, but you can pick any number of days for each of these three conditions up to a maximum of 90 days.

  • Accept- The invitation can be accepted by clicking "Yes, I'll give feedback" on an computer or by tapping "Text Me" or "Email Me" on a mobile device.
  • Decline- The invitation can be declined by clicking "No, thanks" on a desktop. Shown by the red box on the image below. Note: There is no decline action for a mobile invitation.
  • Abandon- The invitation can be abandoned on a computer by clicking the "x" in the top right corner of the survey invite, or by clicking out of the survey invite window. On a mobile device the survey can be abandoned by clicking the "x" in the top right corner of the invitation. Shown by orange box on the images below.
    • Note: The Green Box shown on the mobile invitation is not counted as an accept, decline, or abandon. The mobile invitation may re-appear on additional pages if the sampling criteria are met.

Invitation Behavior