Impact of the recent Google Chrome Cookies changes on your Digital CX Program

KatharineSKatharineS Seattle, WACommunity Administrator Administrator
edited February 26 in Featured Product Updates

Impact of the recent Google Chrome Cookies changes on your Digital CX Program

Recent Changes to Cookies in Google Chrome

Google has announced the release of v80 of its Chrome browser as of February 4th, 2020. With this new release, Google has introduced a new cookie classification system specific to cross-site cookies. This new classification system will primarily impact third-party cookies, e.g., cookies from domains other than the current site being visited.

How These Changes Impact your Digital CX Program

With Website Feedback intercepts, you are likely using functionality that relies on cookies to control behavior such as tracking if a user has already seen an intercept (Prevent Repeated Display) or if a user has already taken a survey.

Almost all of the cookies associated with your usage of Website Feedback intercepts are first-party cookies. This means that they will have the domain marked as your website domain (i.e., the website on which the intercept is being shown). The new Chrome changes do not impact these first party cookies.

However, there is one cookie that is used to track survey completion (e.g., the cookie with the label “QST”). This cookie is a third-party cookie. This means that regardless of your website domain, this cookie will always have it’s domain set to “qualtrics.com”. In order to adhere to the new Chrome changes, we have updated this cookie to always be marked with:

Secure; SameSite=None.

This change will ensure that we are in adherence to the new browser restrictions while keeping your current functionality intact.

See this support page for more details about cookies within Website Feedback intercepts.

How XM Directory Features Can Help

For Website Feedback, we are also introducing an integration with XM Directory to enable our customers to control the display frequency of intercepts via XM Directory Contact Frequency rules without relying on cookies. This new feature would apply in cases where your users are logged in and can be looked up in the XM Directory. To learn more about this feature and participate in the preview, please reach out to your Customer Success Representative.

Comments

  • AdamK12AdamK12 Bethesda, MDCommunity Member, XMPN Member Guru ✭✭

    Thanks, @KatharineS -- have you heard much from other Qualtrics users about how this change may affect their digital analytics? That would be helpful insight for us, and I will share your comments with my team.

  • KatharineSKatharineS Seattle, WACommunity Administrator Administrator

    @AdamK12 Good question! It partially depends on what you mean by digital analytics. This cookie update will not impact that accuracy of the Statistics pages of the platform or how we collect them. It does impact targeting (if surveys have been seen), and if you're using that logic on intercepts, it can affect that behavior, and in return affect the stats.

  • AdamK12AdamK12 Bethesda, MDCommunity Member, XMPN Member Guru ✭✭

    @KatharineS Thanks very much! That's helpful to know. We do use the Statistics page to track the performance of the actual intercept, so it's good to know that we may see an impact there, but that otherwise survey behavior won't be affected. We don't use very specific targeting methodologies, since our sites are either extremely high-volume or low volume. I could see targeting specific segments as our program matures, though.

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