Surveys
In this article, you will find out how to create surveys in Bloomreach Engagement, walking you through the design, sending, evaluation, and cloning processes.
What are surveys
Surveys are important in e-commerce because they help understand the needs and preferences of customers. By gathering customer feedback through surveys, you can learn what people like and dislike about your products or services and use this information to make improvements. Surveys can also help marketers understand how customers discover and interact with your products and can provide insights into the customer journey and purchasing process. Therefore, this information can be used to optimize marketing and sales efforts and to improve the overall customer experience.
In Bloomreach Engagement, you can easily create surveys that can be sent to customers using unique links.
Watch a short introductory video about the feature:
Create a new survey
Go to Campaigns > Surveys and click on + Create new. You will see the form editor, which will be empty.
In the "Form" section, you can add and edit the questions. The "Translation" tab allows you to enter your custom texts and headers displayed after submitting the survey. You can also customize your survey's design in CSS and JS tabs.
Design the survey
The "Form" tab is your canvas to design the survey. You can add a new question by clicking on the desired type on the left side or dragging it to the position you want.
There are five question types:
| Single choice | Only one answer can be chosen, presenting the customer with radio buttons for each choice. When adding questions, the "Add other" option will allow the customer to input a custom value if they select it. |
| Multiple choices | Several answers can be chosen, presenting the customer with checkboxes for each choice. When adding questions, the "Add other" option will allow the customer to input a custom value if they select it. |
| Rating stars | The rating can be chosen out of 3, 5, or 10 stars, allowing the customer to assign a numeric score to your question. |
| Text field | Allows for an open answer. |
| Matrix | A matrix of different questions that share the same answers using radio buttons. Questions are in rows, and answers are in columns, as you can see in the first screenshot at the beginning of this article. |
You can reorder, copy, delete, or mark the questions as mandatory using the buttons on the right side.
Send the survey
To send a survey, you need to attach it to your campaign (email, SMS...).
Surveys in Bloomreach Engagement do not have a single static link as you might be used to with other providers. Instead, you can use a personalized link for every customer. This ensures that every answer is identified with a customer in your database in Bloomreach Engagement.
You can access your personalized link by clicking on the personalization button when creating a new email, weblayer, etc. Choose "Surveys" and then select the name of your survey to generate the unique link, as shown in the GIF below. You can also write the link directly: Use the syntax <a href="{{ surveys['Name of the survey'] }}">Text to show</a>.
You can decide whether every unique customer can only fill out the survey once or multiple times. The latter does not save multiple answers from a single user; instead, each new answer replaces the previous one. If you prefer the latter, then tick the recurrent box.
The survey is hosted on Bloomreach Engagement with the URL http://cdn.exponea.com, further specified by the project and other aspects. Surveys are an alternative to landing pages if the output of the landing page is simple data capture. Note that they are hosted on their stand-alone web page.
Evaluate and get the results
Once a customer submits their response, an event survey is tracked for their answers. You can then segment customers based on their responses.
Results are also shown in the "Evaluate" tab, where you can see summary charts for each question. You can read more about the survey attributes in the System events article.
Survey events
Each survey submission is tracked automatically with several survey events - one event per each answered the question. Tracked events are:
| Name | Description |
|---|---|
| survey_name | Name of the survey as defined by the owner |
| question_index | Index of the question in the survey (starts with 0) |
| question | The wording of the question |
| sub_question_index | Index of the subquestion (is set only for matrix-type questions) |
| answer | Answer as submitted by the user |
| survey_id | Unique ID of the survey |
For example, your survey will ask customers whether they have a car. Once a customer has submitted the survey and has confirmed they have a car, you can create a process to automatically update the customer's properties to say "owns a car = YES". This can then subsequently be used for segmentation and campaign creation.
This will work only when the
Allow tracking of events not definedin the Data Manager is enabled.
If it is disabled the survey events will not be tracked until you manually add the survey event in the Data Manager.
Clone surveys
You can clone Survey into other projects and accounts. Read more about Cloneable data mapping.
Updated 24 days ago