Visitor Feedback

Receiving invaluable & direct feedback from your website visitors!

What it is all about

Our visitor feedback feature enables you to create "question bubbles" directly integrated into your website or complex questionaires available on a separate URL within seconds or minutes. You can get direct and real feedback from your website's visitors based on the questions that really haunt you – "how do you like our service?", "do you find our page easy to navigate?", "Where do you see room for improvement?", etc.. Web Stats & Behavioral Analytics provide you with extremely helpful numbers and stats. However, asking your visitors directly about topics you are interested in, and evaluating hundreds or thousands of their replies with ease, is a priceless complementary feature. The module mainly offers you two different features – polls and surveys.

Note: The poll display is closely related to the visit tracking event, so visitors ignored within your Visitor Analytics settings, will not be able to see the poll. Make sure that your visits are not ignored either, in order to be visible to you as well.

 

  1. Difference between a poll and a survey
  2. Overview & main table of polls / surveys
    1. General structure of the view
    2. Settings & actions 
  3. How to create a poll/survey
    1. Different question types
    2. Targeting options
    3. Appearance 
    4. Publishing a poll/survey
  4. Statistics and evaluations
    1. General statistics
    2. Poll results
    3. Participants

 

 

Some general hints 

  • The polls/surveys will be visible on your live site in the order of creation, even if they were saved as draft at first, paused or ordered differently in your list. The same rule applies when more polls/surveys are set to Active at the same time as well.
  • A lot of elements contain options to hover information or further actions. Just let your cursor run over various elements and discover how much data is actually packed into a tile.
  • Almost all views and some single elements have a little "i-icon" in the upper right corner, giving you yet more information about the view/element. Just move your cursor there and you will see more information.

Difference between a poll and a survey

In general the creation of a poll and/or survey is identical. Also, the statistics and evaluations are the same. The main difference is that polls are being shown to your visitors directly integrated in your website, with the questions appearing in a little bubble. Surveys, however, are presented to visitors or participants on a separate URL.

It is recommended to use the surveys feature for longer questionnaires while polls should be chosen in case you only want to present a short series of questions to your visitors.

Overview & main table of polls / surveys

General structure of the view

As described, the overview tables for created surveys and polls are identical. You will see the following columns (from left to right):
 

  1. Title: This shows you your self-set title of the poll/survey  
  2. Status: See whether a poll/survey is active, inactive or saved as a draft
  3. Created at: Date when the poll/survey was created 
  4. Initiates: Number of people who clicked at least once into a reply field of a question
  5. Responses: Amount of participants that finished all questions of a poll/survey
  6. Completion rate: Ratio of participants that finished all questions of a poll/survey in comparison to the amount of people that replied to at least one question.
  7. Average time to complete: Amount of time that participants spent on average to complete all questions of a survey/poll.
  8. Targeting Rules: Shows whether audience or page targeting rules were activated for this poll/survey.
  9. Settings, actions & stats: different further options you can choose for each poll/survey. Read more here.

Settings and actions

For each poll/survey, you have different settings and actions. You will find them in the overview table in the column furthest to the right. Within that column, you will see icons (from left to right) which present the following actions:

  1. For active or inactive polls/surveys you will have 4 options:  
    1. Access stats and evaluations
    2. Pause active polls/surveys or re-activate paused polls/surveys
    3. Edit poll/survey
    4. Delete poll/survey (action can not be reversed)
  2. For polls/surveys in a draft state you will have 2 options:
    1. Edit poll/survey
    2. Delete poll/survey (action can not be reversed)

How to create a poll/survey

Different question types

In order to make the creation of polls/surveys as simple as possible, Visitor Analytics provides you with pre-defined question types, which you can use however you like.

Hints upfront:

  • All questions that you define can be saved within a question bank for later use – i.e. when creating a new poll/survey.
  • Additional options and settings for every question (type) can be found right next to the question type dropdown. Just click on the "..."-icon and further options will be revealed.
  • At the moment, all the questions must have an answer before being able to submit the poll/survey. We'll soon add the option to mark only the desired ones as mandatory.
  1. Short text question: Here you can enter a text question – and add a small description – which should only have a text reply with a lower character limit (280 characters). 
  2. Long text question: Here you can enter a text question – and add a small description – which should only have a text reply with a a higher character limit (4000 characters). 
  3. Multiple choice: Enter a text question and define the amount of choices you want to present to your participants. Each choice can be named individually. You can also add a description to the text.
  4. Slider:  Here you find a slider for which you can add a question and a description. You can also define the labels which will be shown on the slider for participants.
  5. Rating scale: This question type allows you to set up a certain numerical scale which you can connect to self-defined labels. You can define the amount of steps within a scale by clicking on the "..."-icon right next to the question type dropdown. 
  6. Shape rating: This question type enables you to choose a certain pre-defined shape to be used instead of numbers on your rating scale (i.e. stars, hearts, thumbs up, etc.). You can define the amount of rating elements just as their labels.
  7. Email address: This question type was specially designed to retrieve mail addresses from participants. You can define an own text, a description and whether you want to validate the mail address (an email will be sent to the given mail address and the receiver needs to confirm it). You will see whether a particpant has confirmed his mail-address in the poll's/survey's stats.
  8. Phone Number: Here you can add a question type which allows your participants to easily add their phone number (incl. country code).
  9. Website Link: This question type is a bit like the short/long text questions. Visitor Analytics simply checks whether the participant has entered a link in his reply.
  10. Date: For certain questions that require a date as an answer (i.e. "when would you like to attend the event we've just created?") this question type is the perfect fit.

Targeting options

After you have added all the questions to your poll/survey, you have the possibility to add targeting options to it. In general, Visitor Analytics differentiates between the following targeting categories:

  1. Audience Targeting Options (coming soon): choose whether you want to show a poll/survey only to certain visitor groups (i.e. from Germany, using a certain browser, being a new visitor, etc.). You can combine rules with each other (i.e. Chrome user from Germany).
  2. Website's Targeting Options: define whether you want to display a poll on all of your website's pages or only on specific ones (i.e. product pages, blog posts, videos, etc.).

    If Specific pages is the desired option, you can choose from the list of your existing website pages (all pages on which at least one visit has been recorded in the past will automatically be listed), or further URL-options like "exact match", "starts with" (in which case you must include the url's protocol and the main domain as well), "contains" (any part of the url) or "ends with" (will include all pages that end with this part of a stated url).

Appearance

For both polls and surveys, you are given various options to individualize the look and feel of either the poll's bubble or the survey view.

Polls

  1. Main & background color: for polls, you can choose the main and background color. Play with it in order to find the perfect fit for you!
  2. Bubble location: select whether you want the bubble to be located in the lower left or lower right corner of your website / page. 
  3. Own Logo: If you like, add your own logo which will be shown directly in the bubble's top section. Please note the supported formats and size (PNG, JPG, SVG, of max. 1 MB).
  4. Padding: you have the option to add a horizontal and/or vertical padding in pixels for the bubble's position. 

Surveys

  1. Main & background color: for polls you can choose the main and background color. Play with it in order to find the perfect fit for you!
  2. Own Logo: If you like, add your own logo which will be shown directly in the bubble's top section. Please note the supported formats and size (PNG, JPG, SVG, of max. 1 MB).
  3. Estimated time to complete: Show your survey's participants the amount of estimated time it takes them to submit the survey and define the amount of minutes.

 

Publishing a poll/survey

Both polls and surveys can be easily activated. After you have finished adding all questions, selecting potential targeting options and setting the appearance, you can either click on the button "Activate" in the upper right corner in the editing mode or go to the column furthest to the right in the overview and click on the play-icon displayed. 

Hints:

  • You also have the option of saving a poll/survey as a draft and activate it later.
  • The polls/surveys will be visible on your live site in the order of creation, even if they were saved as draft at first, paused or ordered differently in your list. The same rule applies when more polls/surveys are set to Active at the same time as well.

Statistics and evaluations

General statistics

In order to evaluate the results and participants of your published polls and surveys, you have three main tabs for each published item available: "General Statistics", " Poll Results" and "Participants". 

The general statistics tab will give you information about ...

  • how many participants have initiated the poll/survey (answered at least one question, but have not submitted it)
  • how many participants have actually submitted/finished the poll/survey
  • the overall completion rate of people that that submitted the poll/survey fully out of those who have replied to at least one question
  • the average time a participant who completed the poll/survey took to do so

Below the above mentioned KPIs, you will see a funnel analysis of the poll's/survey's questions. Each question and question category are placed in a vertical column. On the right side of each question you will see the amount of participants that saw the question and how many left the poll/survey without moving on to the next question. This helps you identify questions which hold participants from submitting the entire poll/survey.  

Each question line also offers the button "Watch Dropouts". Clicking here you will be forwarded to the session recordings module in which you can watch the session recordings of all participants that dropped out the poll/survey at this particular question.

Poll results

This second stats tab will list each of the questions of the poll/survey and provide you with the exact replies that were given by the participants. Results and evaluations displayed are based on the question type you selected. 

For each question you will only be shown a reduced amount of answers to increase usability. If you want to see all replies to a specific question, please click on "View All Responses" at the bottom of the replies displayed by default.

Participants

The "last" tap in the results and statistics section of each poll/survey provides you with precise information about the participants who have initiated/submitted the poll/survey. Each participant's row is clickable and will forward you to the replies of this particular participant. 

Important hint upfront: If you want to see only replies by a certain visitor type or from a specific country, you can use the filters right above the table in the upper left.

You are being presented the following information (from left to right):

  1. Visitor Type
    1. New visitor: this visitor has not visited your website before
    2. Returning visitor: this visitor has visited your website before
    3. Conversion visitor: this visitor has visited a page you defined as conversion page during his visit. Could be both a new or returning visitor.
  2. Visitor Location: shows you which country/city a participant originates from
  3. Visitor Details: shows you more information about the participant's use of hardware, OS, and browser.
  4. Completion time: amount of minutes it took the participant to complete the poll/survey – only participants that fully submitted a poll/survey will have this information being displayed.
  5. Completion rate: how many questions from the overall amount of questions of the poll/survey the participant had completed (%).
  6. Completed at: when the participant has completed/submitted the poll. 
  7. Actions: here you have a link to the detail view of the participant's responses.