Survey Thank You Page

Smart Thank You Page Core Concepts

Verint XM provides five configurable Thank You Page combinations for CX Measure that can be presented to a respondent based on a specific question/answer rule criterion. Thank You Pages are hosted and configured by Verint XM and are not elements in the Web SDK code package.

Additional Information:

  • A respondent is only provided a *single* Thank You Page outcome.
    
  • Thank You Pages are configured per measure (see [modelInstanceID](doc:public-api#measures)).
    
  • You may have multiple rules that display different, or same type of, Thank You Pages per measure.
    
  • Rules may be based off model questions or custom questions.
    
  • Rules based on CPPs are not available at this time.
    

The following options are available as Smart Thank You Pages (not available for Feedback measures):

  • Contact Page (Web and Store) – Ability to provide a page with options for follow up including name, e-mail, or phone number options. (There are two variations of this: web contact and store contact).
    
  • Social Media Page – Ability to provide a page with links to your various social network sites (e.g. – Facebook, Twitter, Pinterest, Google +, etc.).
    
  • Coupon Page – Ability to provide a page with a coupon image and associated call to action text.
    
  • Standard (with Notification ability) – Ability to provide a traditional page with customizable text.
    
  • Re-Direct – Ability to automatically re-direct a customer to a client-specified page (there is an in-store and web re-direct).
    

Applications & Use Case Examples

Applications – Web Contact Use Case Example

Use Case Example – Contact Smart Thank You Page (Web):

Scenario: In an effort to actively troubleshoot web related issues with a specific visitor, you would like to have a member of your support team connect with the visitor in near real-time to discuss their website experience.

  • Measure: ABC Web Browse Measures
  • Alert Rule: Overall Satisfaction = < 6
  • Smart Thank You Page: Contact Smart Thank You Page
  • Notifications: An email is sent to your Support Team Operations (multiple email addresses are allowed).

Note: All responses to the Web Contact are sent to you via HTML E-mail.

Applications – Store Contact Use Case Example

Use Case Example – Contact Smart Thank You Page (Store):

Scenario: In an effort to actively trouble shoot issues at the store level, you would like to offer dissatisfied customers the opportunity to be re-contacted by a store manager and have the notifications routed to the appropriate manager for response.

  • Measure: ABC Store Browse Measures
  • Alert Rule: Overall Satisfaction = < 6
  • Smart Thank You Page: Contact Smart Thank You Page
  • Notifications: An email is sent to Local Store Manager for follow up (multiple email addresses are allowed).

Applications – Social Use Case Example

Use Case Example – Social Smart Thank You Page:

Scenario: In an effort to actively engage respondents who are positive word-of-mouth advocates of your company, respondents with high Recommend scores are directed to your company's social web presence.

  • Measure: ABC Web Browse Measures
  • Alert Rule: Likelihood to Recommend = > 9
  • Smart Thank You Page: Social Smart Thank You Page
  • Notifications: An email is sent to your Social Media Manager for monitoring (multiple email addresses are allowed).

Applications – Coupon Use Case Example

Use Case Example – Coupon Smart Thank You Page:

Scenario: Recent challenges have caused lower merchandise scores due to items being out of stock, causing some customers to be disappointed. Offering an incentive (coupon) for a failed task-accomplishment may result in a return visit to the website.

  • Measure: ABC Company Browse Measures
  • Alert Rule: Task Completion Success = NO
  • Smart Thank You Page: Coupon Smart Thank You Page
  • Notifications: An email is sent to your Social Merchandising Team (multiple email addresses are allowed).

Applications – Standard (with Notification Ability) Case Example

Use Case Example – Standard Smart Thank You Page:

Scenario: Recent challenges with site load times and technical issues that need potential perspective from the user on a near-real time basis to assist overall troubleshooting and optimization.

  • Measure: ABC Company Browse Measures
  • Alert Rule: Site Performance - Rate How Quickly Pages Load = < 5
  • Smart Thank You Page: Standard
  • Notifications: An email is sent to your Network Operations Manager (multiple email addresses are allowed).

Applications – Re-Direct Use Case Example

Use Case Example – Re-Direct:

Scenario: A poor experience on the site leads a visitor to indicate they are not likely to return. In an effort to re-gain their likelihood of a return visit, you re-direct them to a New/Future Products page on your site.

  • Measure: ABC Company Browse Measures
  • Alert Rule: Likelihood to Return = < 6
  • Smart Thank You Page: Upon submission, re-direct to a web page of your choice.
  • Notifications: NONE