Respondents can be selected randomly or based on exit intent.
- Random Selection: A respondent is randomly selected once they have visited the minimum number of pages threshold (known as Loyalty Factor) and the Survey Sampling Percentage. These variables are set by Verint Support and can be adjusted upon request.
- Exit Intent Selection: Exit Intent selection is applicable for Desktop surveys. When Exit Intent triggering is active, the survey invitation is loaded when it appears that a site visitor is about to move away from your site.
The selected respondents are presented with either a survey invitation or the survey directly (based on the rendering template used by the survey).
A respondent is randomly selected once they have visited the minimum number of pages threshold (known as Loyalty Factor) and the Survey Sampling Percentage. These variables are set by Verint Support and can be adjusted upon request.
The random selection to be invited is based on:
- Loyalty Factor: Minimum number of pages visited before a visitor is eligible to be invited for a survey.
- Sampling Percentage: The chance of a visitor being 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 two pages. A visitor has a 30% chance to be invited when they navigate to a second page. If they don't get invited on the that page, they have a 30% chance of being invited on the third page.
For Engagement Surveys rendered through in-page Overlay, a visitor has a 30% chance to be directly presented the survey when they navigate to a second page. If the survey is not shown to them on the that page, they have a 30% chance of being shown the survey directly on the third page.
In addition to the invitation parameters mentioned above an Exit Intent mode is offered for desktop surveys. In the Exit Intent mode, the survey invitation is loaded when it appears that a site visitor is about to move away from your site. This is a great way to collect survey responses without disturbing a visitor's experience with your site.
With the Exit Intent code implementation, the trigger can detect the exit condition based on a visitor moving their mouse towards the top of the browser (where they would likely navigate to another URL or close the browser window).
The Exit Intent mode has the same configuration options as above (Loyalty Factor, Sampling, etc.), plus a few additional settings:
- Minimum time on site: The amount of time a visitor must spend visiting the overall site before being eligible.
- Minimum time on page: The amount of time a visitor must spend visiting a single page before being eligible.
- Last tab mode: This suppresses the invitation if additional tabs of the same site are open (supported for Chrome, Firefox, Edge, and Safari browsers only).
The SDK code can be configured to include or exclude visitors 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 '10.9.8.7'.
- 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 'google.com'.
- CPPs – Show the survey (invitation or the survey directly) if the site visitor matches the specified CPP criteria. This can be implemented if you have already collected data for the CPPs.
Note: Surveys are shown directly if the Overlay survey rendering template is used (no invites are shown).
For Classic and Modern templates, Qualifying Questions may be added after respondent selection is performed. Qualifying questions are shown to all selected respondents on a configurable page, and based on the response, the appropriate survey is presented (as defined in survey definition).
Updated about 1 year ago