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Mobile Site Exit Surveys

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About Mobile Site Exit Surveys:

Exit surveys are surveys that respondents are presented with when they leave your site. To collect overall feedback from your website, we recommend asking questions once you know your website visitors have finished their visit completely and have left the website. This ensures that the feedback you get is about their entire experience, from start to finish. On this page, we’ll cover how to create an exit survey specifically for the mobile experience.

Desktop Site Exit Surveys:

If you’re looking for information on how to create exit surveys for desktop visitors, check out the below resources:

  • Opt-in on site exit: An initial invite is displayed and asks if the visitor would be interested in giving feedback once they leave the site. If they agree, a separate PopUnder creative loads. This PopUnder hides behind the web page until they exit the site. Once the visitor exits, the survey invitation window comes forward. Visit this support page for more information on how to set this up.
  • Exit intent: When using this option in your intercept options, the intercept will display as soon as the visitor has moved their cursor outside of the viewing area of the browser. Visit this support page for more information on how to set this up.
  • Engagement: Using your own web analytics data, determine how long an average person spends on your web site. Using “Time spent on site” or “Page count” logic, you can set up your intercept to display around the time that most people are close to finishing their session.

Mobile Site Exit Surveys Overview

For mobile web visitors, exit surveys are a little bit more difficult to set up. It is not possible to load a window underneath a mobile browser, so opt-in on site exit can’t be an option here. Additionally, there’s no way to track mouse movement since the visitor is using their fingers to navigate. In order to still ask visitors questions when they exit the website, we have to build the intercept differently. The below steps summarize the process for creating a mobile exit survey. We’ll go into more detail for each step in the following sections.

  1. Create a contact information collection survey: In addition to your overall website feedback survey used for Desktop visitors, we recommend building a separate survey for mobile web visitors. This will include only one question and asks for their email address or phone number.
  2. Set up a distribution action: Use the Actions platform to create an action if an email or phone number is entered. If one is entered, send the anonymous link to the overall website experience survey. This can be done over email or SMS (if available).
    Qtip: Talk with your Account Executive to check your ability to use SMS.
  3. Build your mobile creative and intercept: Build a responsive dialog creative to show the survey, and configure your intercept logic to separate desktop web visitors from mobile web visitors. This ensures that the individuals see the correct content.
Attention: Before continuing, make sure that you’ve already created the feedback survey you want respondents to answer about your website.

Step 1: Creating a Contact Information Collection Survey

The first step to building a mobile exit survey is to create a survey to collect your mobile visitors’ contact information.

  1. In your account, create a new survey project.
  2. Change the question type to Text Entry.
    adding a text entry question asking for contact information
  3. Edit the question text to request an email address or phone number to send an invite for feedback once they’ve completed their visit. We recommend only choosing email or phone number.
    Example: For email, you can use, “Tell us what you think. Share your email to give feedback after your visit.” For SMS, you can use, “Share your phone number to receive an SMS feedback questionnaire after your visit.”
  4. Navigate to the Look & Feel menu to update the survey theme to be very minimal and plain. This will ensure that only the question and no extra content are displayed in the intercept.
Example: Here’s an example intercept once it’s all set up. It has a very plain theme with a simple message asking for contact information.
an example intercept showing the survey asking for email address

Step 2: Set up a Distribution Action

Next, you’ll need to create a distribution action to send the respondent your feedback survey.

  1. Navigate to the Actions tab in your contact information collection survey.
    creating a new action in the actions tab
  2. Click Add Action.
  3. Choose Event-based.
  4. Select the Survey response event and set the event up to trigger for newly created responses. Visit this support page for more information on setting up this event.
    selecting the survey response event
  5. Add a condition so that the action will only trigger when the question asking for contact information is not empty.
    adding a condition for the action to fire if the field is not empty
  6. Add a Task.
  7. Select the XM Directory task.
    choosing the xm directory event
  8. Choose Distribute survey.
    choosing the distribute survey option
  9. Set up the XM Directory task based on your distribution method, which will depend on the contact information you collected. You can distribute via email, an SMS invitation, or a 2-way SMS survey.
  10. Regardless of your selected distribution type, you will need to make sure your task has the following setup. If a task option is not listed here, then you may use that option as you wish.
    • Distribution Type should be Individual.
    • Distribution method should be your desired method of contact, either email or SMS.
    • Link Type should be Individual.
    • When should be Immediately.
    • Enable the Save as embedded data to your XM directory contacts
    • For your Contact List, choose your library and then New Contact List. This will save your mobile visitors to a new mailing list in your account.
    • Leave the respondent first name, last name, and embedded reference ID empty.
    • If distributing via email, use piped text in the Email field to save the respondent’s contact information as their email address.
    • If distributing via SMS, click Add or remove embedded data fields, add a field for Phone, and then use piped text to save the respondent’s contact information as their phone number.
    • For the Survey, choose your website’s feedback survey.
    • Enter your details for the From Address, From Name, and Reply-To Email.
    • Do not schedule a reminder.
    • Set up your subject and message using the template below.
  11. When finished, Save your task.

Recommended Subject & Message:

Below is a template subject line and message for your XM Directory task. Feel free to modify it as needed.

Subject Line: Please share feedback about your recent visit to {{​​​​​​​COMPANY NAME }}

Message:
We are continually trying to improve the website experience and your opinions and feedback are very important to us. Please take 2 minutes and share your feedback about your recent visit to {{WEBSITE NAME}}.

We appreciate your thoughtful response.

${l://SurveyLink?d=Click here to begin}

​​​​​​​Follow the link to opt out of future emails:

${l://OptOutLink?d=Click here to unsubscribe}

Step 3: Building the Mobile Creative and Intercept

Now that the survey and action are created, we now need to create the creative and intercept that will display to mobile visitors.

Qtip: If using the guided setup to create your intercept, you’ll configure the following options while doing the guided setup.
  1. Build a Responsive dialog creative with the option to display the survey directly in the dialog.
  2. Build an intercept. Add logic to only show for visitors where DeviceType is Mobile.
    configuring out intercept to have the right logic, target, and creative
  3. Select the creative that invites users to take the survey. This was the responsive dialog creative you just made.
  4. Select the target to display in the creative. This is the survey that should display when the invite appears. This is the contact information collection survey you created in Step 1.