Creating scenarios allows you to make your survey smarter, which means it can adapt the sequence of questions and the display of pages according to the profile of your respondents.
- Redirect your customers identified as promoters to a specific page of your survey, to offer them an exclusive offer and reward them for their loyalty.
- Choose to display a dedicated page for your detractor respondents, with a call-back proposal from your sales department.
The process of building a scenario is divided into 3 steps:
- When: to identify the triggering event
- If: to define the trigger conditions
- Then: to perform an action when the criteria are met
To visualise all the essential steps in creating your campaign, do not hesitate to consult the checklist for a perfect campaign.
👉 Prerequisites: To build a scenario, it is required to have:
Create a scenario
Go to the Campaigns menu.
Select the campaign to edit.
In your Campaign, click on Scenarios.
To start, give your Scenario a name and configure it.
A scenario is always set up in the order "When - If - Then".
Step 1: When
This step allows you to choose the triggering event of the scenario.
You can choose between:
- On page load: When the respondent arrives on a specific page.
- On page submit: When the respondent validates all the answers on a page.
- Manually: When the respondent clicks on a button (for more information, see our article on the button element).
Step 2: If
This second step defines the conditions necessary to trigger your scenario.
To add a condition, click on Add new condition.
Choose from the available conditions:
The Conditions available to trigger the scenario are:
- Answer: based on an answer to a question asked.
- Page: according to a visit on a defined page.
- Deployment: according to a specific deployment.
- Segment: according to the respondent's membership of a segment.
- Segment group: according to the respondent's membership of a segment group.
- Attribute: based on the business data attached to the respondent.
- Form variable: according to a variable inserted in a survey.
- Random: according to a probability (for example: trigger an action for one out of two respondents).
- Date: according to a defined date or period.
- Location: according to the location (country, city) of the respondent.
- Referrer: depending on the origin of a domain or URL (or vice versa, not from a domain/URL).
- Platform: depending on the platform used (PC, tablet, mobile).
- Language: depending on the language detected on the respondent's browser.
- Indicators: based on at least one previously defined indicator.
- Answer category: according to a weight or answer category.
You can create several conditions for the same scenario. The choice of operator (and/or) tells you that:
- And: all conditions must be met to trigger the scenario.
- Or: at least one of the conditions must be met to trigger the scenario (this is ideal when the same action can be the consequence of different types of behaviour).
Step 3: Then
This last step defines which event will occur when the conditions are met.
Click on Add new action.
The available actions are:
- Go to page: the respondent will be directed to another page.
- Set form variable: will apply a variable that can be reused later.
- Execute scenario: will trigger another scenario.
Don't forget to save your scenario by clicking on the Save scenarios button at the bottom right.
Example of a scenario in a NPS survey
Within an existing NPS survey, we would like to redirect exclusively our detractor customers to a specific thank you page.
Before starting to create the scenario, we first added two separate pages of thanks to our survey (one general for all respondents and the other specific for detractors).
So we are ready to configure the scenario.
Choose in the When step, the option On page submit.
Choose the Page condition.
Select the page.
We choose the NPS page.
After validation, click on Add new condition.
This time opt for the Answer condition.
With a NPS type question, you have the possibilities between the following options: detractor, neutral or promoter.
We choose detractor.
Finally, in the step Then, we select Go to page.
Then we choose the Detractor page.
This is the page dedicated to detractors.
Once validated, your scenario is well created.
Don't forget to register.
When validating an NPS page, if a respondent is identified as a detractor, then he or she will be redirected to the specific detractor customer thank you page.