You can use an indicator to adapt the flow of your survey (scenario modified according to the answers) or trigger actions (post-feedback scenario), based on statistical data (learn more about the indicators).

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1. The scenario to adapt the flow of your survey.

This is the scenario that will adapt the flow of your survey depending on certain conditions (respondent profile or feedback behaviour).

The configuration of this type of scenario is done in the Scenarios tab.

To learn more about the scenarios, we recommend you consult our article: How to create a scenario? 

This type of scenario can be based on an indicator to adjust the flow of a survey, for example:

  • Manage quotas: as soon as 200 answers are recorded on the first page of your survey, the next respondents are sent on the second page.

👉 Prerequisites: To trigger a scenario on an indicator, it is necessary to know: How to create an Indicator and an Indicator Alert

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2. The scenario that performs post-feedback actions.

This is the scenario that will trigger post-feedback actions based on certain conditions (respondent profile or feedback behaviour).

The configuration of this type of scenario is done in the Actions tab.

To learn more about the actions, we advise you to consult our article: What is an action?

Examples of post-feedback actions triggered based on the achievement of an indicator are as follows:

  • Improve your representativeness: trigger your survey when your "Device in use" indicator reaches the desired feedback threshold. For example: 100 on mobile / 200 on desktop / 150 on tablet.
  • Optimise your web callback: to best meet your customers, redirect calls to another service if more than 15 web callbacks are waiting on an operator.
  • Analyse the performance: if your survey is not performing well, it is stopped. You automatically receive an alert to improve it as soon as possible. For example: If the feedback rate does not reach 35%, an alert email is sent.
  • Improve your product knowledge: if you get a poor satisfaction rating on a page or product, a campaign automatically launches to understand the problem.
  • Winning instant: redirect x people with a "winning" flag to the "Winners" page and then the others to the "Looser" page.
  • Improve your customer knowledge: if the traffic on one of your pages (survey) is high, automatically trigger a survey to find out why your visitors are coming.

👉 Prerequisites: To trigger a scenario on an indicator, it is necessary to know: How to create an Indicator and an Indicator Alert

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Example of configuring a scenario based on an indicator to trigger post-feedback actions

In your Campaign, click on the Actions tab.

Then, name your scenario.

Then configure it according to the structure: When / If / So

When

Open the When menu and choose the desired event.

You can choose between: 

  • On page submit: the scenario is triggered once the page is validated (and the results of the page are saved).
  • Manual: the scenario will be triggered at a specific time, such as when you click on a button on your survey.

If

This second step defines the conditions necessary to trigger your scenario.

Click on Add new condition.

This is where you select the condition Indicators :

For our example, we select in the Indicator section, the NPS indicator that we had previously created.

To learn how to create an indicator, we recommend that you consult our article on: Indicators.

Then, in the configuration of the condition Indicators, choose the condition type.

You have the choice between two conditions:

  • Global: your condition is validated when at least one of the values of your indicator is verified by the rule you will configure in the next "rule" section.
  • Specific: your condition is validated when the value of your indicator is verified by the rule you will configure in the next "rule" section.

For our example, we want to activate the condition if our NPS indicator reaches the -30 threshold and a minimum of 200 answers have been saved.

Choose the Global condition, with a threshold of -30 and a minimum of 200 feedback.

All that remains is to configure the action that will be triggered by this condition.

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Example with the Specific condition

Here is an example with the Specific condition to show you how to define a rule in this second case.

If you want to be alerted when the specific Promotor value reaches a desired threshold, simply:
select the NPS indicator, choose the Specific condition and the Promotor value with a threshold of 35 and a minimum of 200 feedback.

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Then

We continue our example with the Global condition type.

The Then step defines which event will occur when the conditions are met.

Click on Add new action.

Then select an action.

The available actions are:

  • Go to page: the user is redirected to a defined page of your survey.
  • Apply flag: a flag is applied to an element in order to find it more easily. 
  • Notify by email: sends an automatic email to be configured.
  • Notify by SMS: sends an automatic SMS to be configured.
  • Notify by URL: sends the information collected through a URL.
  • Feed an application: sends the information directly to your CRM (Salesforce/ AdobeCampaign / MailChimp / Zendesk...).
  • Subscribe to a service: a subscription to an Adobe Campaign Standard newsletter is triggered.
  • Redirect: to redirect the respondent to a web page of your choice.
  • Execute deployment: allows you to automatically initiate another deployment to respondents (according to the criteria of the indicator).
  • Webhook: allows you to automatically feed an application connected to MyFeelBack.

For our example, we choose the Notify by email action.

Then we configure the Notify by email action (choice of recipient, writing the email or choosing a template...).

To know how to configure an email within an action, see our dedicated article: Using SMS, Email and URL notification actions.

Finally, don't forget to save your actions by clicking on the red Save Actions button. 

Your scenario is now configured.

When a page is validated, if the NPS score reaches -30 and a minimum of 200 feedback have been saved then an email will be sent to the recipient.

The indicator is a powerful tool with many possibilities. Feel free to experiment with them.

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