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Mobile Embedded Feedback

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Attention: You are reading about a feature not included in a standard license with access to Website Feedback. To learn more or purchase access, talk to your Account Executive.

About Mobile Embedded Feedback

Mobile embedded feedback is a creative and intercept available for Website / App Feedback projects. Mobile embedded feedback presents a way to build natural, conversational listening into your app experience. The guided setup for mobile embedded feedback lets you create an intercept right out of the box, allowing you to begin collecting feedback within your app with ease.

Getting Started with Mobile Embedded Feedback

  1. Open your Website / App Feedback project, or create a new one.Creating a new intercept under the Intercepts tab
  2. Under the Intercepts tab, click Create new.
  3. Select Mobile Embedded Feedback from the guided setup options that appear.Selecting Mobile Embedded Feedback under the guided App Feedback setup
  4. Enter a name for your intercept.Naming the intercept and clicking Next
  5. Click Next.

Customizing the Content

Attention: For mobile embedded feedback, there is no need to create a separate survey. The guided setup will automatically create a survey for you, without any additional work on your part.

The first section of your mobile embedded feedback intercept will allow you to customize the content of the intercept with questions, thank you messages, and optional changes to the buttons that appear.

Qtip: While editing your mobile embedded feedback intercept, the preview on the right side of the screen will update to match the settings you’ve added, and you can even click the buttons to see what the thank you message or follow-up question will look like. To reset the preview, feel free to select different options from the editing pane on the left side.
Customization options in the editing pane of the mobile embedded feedback intercept
  1. Question: The question that will be displayed to website visitors.
    Example: You may include a question such as, “Was this helpful?” or “Please rate how helpful you found this content.”
  2. Format: Either a Yes/No response or a 5 point rating.
  3. Style: Choose what your buttons for the feedback should look like.
    • Yes/No response: You will have the option to select thumbs up / thumbs down icons or Yes/No.Style options for the Yes/No response. Options include a thumbs-up icon and the words Yes/No.
    • 5 point rating: You will have the option to select emojis or stars.5 point rating style options. Options include a smiley face emoji and stars.
      Qtip: If you chose “Yes/No,” you can modify the words used in your intercept’s question by entering your own text in the Positive response option text or Negative response option text. By default, this text will be “Yes” and “No.”The editing pane shows the option to enter your own text for the Yes/No format. The default, Yes/No, is shown.
      Qtip: You cannot reverse the order that the emojis appear. For example, you cannot switch from increasingly positive to increasingly negative.
  4. Add a multiple choice question: You can choose to ask a follow-up multiple choice question after the initial Yes/No or 5 point rating question. When this option is checked, the following information will appear:When adding a multiple choice question, additional customization options appear on the left side
    • Multiple Choice Question: Enter the question text.
    • Include an “other” option: When checked, this will provide a choice that allows respondents to type in their own answer.
    • Number of choices: Modify the number of available answer choices.
    • Choice: Enter the answer choice text.
      Example: For example, the above intercept asks customers, “Which part of your meal were you most satisfied with?” and provides the option to select “Appetizer,” “Main Course,” or “Other.” If “Other” is chosen, the app visitor could enter an alternative option, such as “Dessert.”
  5. Include follow-up question: When this option is selected, you will be able to specify the criteria necessary for this question to display and ask an additional question.Including a follow-up question with additional customization options shown on the left side
    • Show question when one of these responses are selected: Determine when this question will display based on how respondents answer the first question.
      Qtip: You may select all or some of the answers, although we recommend targeting negative feedback.
    • Follow up question: Enter the question text for your follow up question.
    • Submit button text: Here, you will have the option to specify your own submit button text. The button text will say “Submit” by default.
      Example: You might want this button to say “Send” instead of “Submit.” You’ll have the option to change the text in the Submit button text box!
  6. Include a thank you message at the end: If this option is selected, once visitors submit their response, they’ll see a thank you message. You can type your message in the field provided.Include a thank you question at the end; you can enter your own text on the left side
    Qtip: By default, the thank you message will say, “Thank you for your feedback!”
Attention: Do not click Next at the bottom-right until you are happy with the Look & Feel and Translations!Look & Feel and Translations icons at the far-left

Look & Feel

The Look & Feel section allows you to adjust the layout, text weight, and colors of the mobile embedded feedback intercept.

Qtip: The customization options will change depending on how you configured your questions in the previous steps.

Look & feel section with customization options in the left editing pane

  • Text color: The color of the question and answer text.
  • Button customization: The colors you can change will depend on the format and style you chose earlier.
    • Yes/No: Change the color of the button text, button border, and and the button fill.
    • Thumbs up/thumbs down: Change the color of the button’s outline (border) and fill.
    • Emojis: If Default is selected, the emojis will be yellow. If Custom is selected, you will have the option to change the color of the emoji border and the emoji fill.
    • Stars: Change the color of the star’s outline (border). This is also the fill color of the stars when the respondent hovers over or selects them.
    • Multiple choice question color: Change the fill color of the radio buttons on the multiple choice question.
  • Submit button text / button color: This setting allows you to change the submit button’s text and fill color. Submit button customization options will only appear if you’ve included a follow-up question in your mobile embedded feedback intercept.
    Submit button text color and submit button color
Qtip: To further customize the colors in your mobile embedded feedback intercept, you can use the color dropdown menus underneath each option.
Color dropdown in the look & feel

Translations

You can add translations for all the text in your mobile embedded feedback intercept. See the Translating Feedback Buttons & Responsive Dialogs page for step-by-step translation instructions.

Translations icon is indicated on the far-left

Translations can be added for the initial question, Yes/No answer choices, the multiple choice question and answers, follow-up question, submit button, and thank you message.

Translation options listed with editing boxes available

While using the Mobile App SDK (Software Developer’s Kit) integration, in order for your app to set the correct language in the mobile embedded feedback intercept, translations will first look to custom properties, then to the app language, and then will show the default.

Additional Intercept Customization Options

Adding Targeting Logic

After completing your mobile embedded feedback and clicking Next, you’ll be prompted to decide when your mobile embedded feedback intercept appears. If you’d like, you will have the option to add targeting logic to your intercept in order to display according to certain criteria. See Setting Up Mobile Intercepts for additional help setting up your targeting logic.

Adding targeting logic to a mobile embedded feedback intercept

Choosing How Often an Intercept Will Display

Once you’ve finished adding targeting logic to your mobile embedded feedback intercept and clicked Next at the bottom-right, additional display options will appear. If you’d like, you will be able to set the display sample rate and repeated display prevention here.

Adding display sample rate and repeated display prevention to a mobile embedded feedback intercept

Adding Embedded Data

Next, you’ll be able to add embedded data to your mobile embedded feedback intercept. This data will be collected along with the app visitor’s feedback. These extra data points can be especially helpful when you report on your results.

Attention: This step is critical if you want to be able to filter or break out your data by the specific pages or sections of content being rated.
  1. Click Add Embedded Data.Adding embedded data to a mobile embedded feedback intercept
  2. Select data.Setting up an embedded data element
    Qtip: For additional help setting up your mobile feedback intercept’s embedded data, see the Embedded Data heading under Setting Up the Intercept in Mobile Feedback and the page Setting Embedded Data in Website Feedback.
    Qtip: Static values refer to embedded data fields that will be the same for each visitor who receives this action (e.g., assigning one action “Condition” with a value of 1 and the other “Condition” with a value of 2). The other embedded data value options are dynamic, meaning that they’ll adjust depending on the particular visitor (e.g., which page the visitor was viewing when they saw the creative).
  3. Enter a value.
  4. Name your embedded data element.
  5. Click the plus sign ( + ) to add more fields.
  6. Click Next.
Example: In the image above, the mobile embedded feedback intercept will record a static value for each person who visits the intercept, and will set Version 1 as the value for the Condition.

Deploying the Mobile Embedded Feedback on Your App

At the end of the guided setup, you’ll be prompted to review and deploy your mobile embedded feedback intercept. If you want to edit anything before it goes live, click the pencil icon to return to that step and make changes.Clicking the pencil icons to make changes

Attention: Before getting your mobile app feedback project underway, make sure that you’ve implemented the Mobile App SDK integration.

If you are ready for all changes to be live on the app hosting the Mobile SDK, click Publish and activate. If not, click Save and close, which will allow you to finish your project at a later time.
Save and close or Publish and activate options

Qtip: The Statistics tab will show you intercept statistics, which will not be populated yet, since the code is not yet published and activated.Statistics tab
Qtip: After activating the intercept, if at any point, you’d like to deactivate the intercept, toggle the Activation button in the top-right to the grey “off” position.Toggling the Activation button to the grey position to deactivate

Viewing and Analyzing Response Data

After publishing your mobile embedded feedback intercept, you’ll be able to report on or export data. Once you’ve collected survey responses, you will have the option to view your data in Reports or CX Dashboards.

Qtip: CX Dashboards are included with CX licenses. If you don’t have a CX license and are interested, you can request a demo with an Account Executive.

To view your survey responses in the form of a report, click View survey responses. You’ll be taken directly to the report for your mobile embedded feedback responses.

View survey responses

After clicking on View survey responses, notice you have access to the following tabs and capabilities:

Tabs available after clicking view survey responses

You cannot edit the questions or appearance of the survey itself, so edit the mobile embedded feedback intercept directly to adjust customization as needed.

Attention: If you need to make any changes after the intercept has gone live, we recommend creating a new intercept so that you don’t invalidate the data that has already been collected.

For additional help visualizing your results or guidance on how to view your data in CX Dashboards, visit the following pages:

FAQs