Surveys

Use Intercom Surveys to capture customer feedback and use it to create a better customer experience

  • 55 Topics
  • 104 Replies

55 Topics

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User1594Connector
asked in Surveys

Intercom results dashboard do not match the exported reports

When I analyzed my NPS form for the month of June, I noticed that the value shown on your dashboard is 544 "Number of responses", but when I export the exel the "combined" file only shows 478 responses.That's 66 fewer responses.How can this happen?

1
E
2 days ago
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User1594Connector
asked in Surveys

The “completed_at” field is empty in reports

When I export the CSV exel file with the NPS responses, the “completed_at” field is often empty.Why does this happen?This does not happen with the similar field “received_at”.Could you help me clear up this doubt?  

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U
7 days ago
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Tanya MasseyNew Participant
asked in Surveys

Looking for a better way to send a cancellation survey

Hello,I have created a survey to send our customers when they send us notice to cancel. We want to gain insight into the the cancellation, and also offer them a deal to stay. The survey is hosted on a landing page within our website. Then the survey has been embedded into an email that we duplicate and send to individual customers when they cancel. The users of our application are synced nightly with Intercom, so their name, email, and unique id is already in intercom. We send the email, and sometimes when they answer we get back their name and email as being the person who answered. Sometimes that is blank, and we just get back nonsense and have no idea who answered the survey. This is important because if they indicated that they wanted to take us up on our offer, or want to talk to us about their pain points, we need to know who to reach out to.I found these two bits of info in the documentation which may explain why we sometimes do not get the name and email of the person who answe

1
U
14 days ago
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CaelumNew Participant
asked in Surveys

Collecting & Sending Survey Data

Hi All, I want to create a survey that can be sent out through an email campaign, or through the chat function and for that data to be linked back to the account details. When using a sharable link, the survey data is anonymous, and with the context of my survey it makes the data we receive pointless.  Any help would be great. 

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C
1 month ago
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svencuNew Participant
asked in Surveys

How to identify users that respond to an Intercom survey embedded in an email?

I have a survey running in our mobile app, with a fallback to email if users do not respond to the survey. At the moment users that submit the survey via email are unidentified. Is there a way to pass a long user info in the survey url to solve this?

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C
1 month ago
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User1594Connector
asked in Surveys

Doubt about “Frequency and scheduling”

I have questions about “Frequency and scheduling” and the option “Send whenever the person matches the rules”.My configurations rules Limit to once every:12 weeks  Keep sending it until: the message is stopped  Send: on any day, any time Questions#1. What happens if the user presses the X (cancel) in the top right corner of the NPS question? The message is closed.#2. When does the same user get the same NPS again?-Will it appear 12 weeks later?OR-Will it appear when they log back in from the app and see the NPS again?#3. Is it possible to set up a rule in the intercom app, for example: if the user cancels the NPS flow, I'll show the same NPS flow to the same user again the following week.-Is this possible?-Where can I create this rule?Intercom flow 

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bernice
1 month ago
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Liezl BarramedaNew Participant
asked in Surveys

Moving CSAT score to the colleague

May I ask if it’s possible to move a CSAT from one colleague to another due to a mistake of closing without last response from the original conversation owner?

1
mateusz.leszkiewicz
2 months ago
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Sibi SupportNew Participant
asked in Surveys

Retrieving NPS survey data

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

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Jacob Cox
2 months ago
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abdulaziz alarifiNew Participant
asked in Surveys

SLAs Question

Can we modify the SLAInstead of deletion ?

1
bernice
2 months ago
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Anthony P12New Participant
asked in Surveys

Is there a way to be notified when a survey response is submitted?

We are using surveys to collect user feedback - is there a way to receive an email notification or send responses to Slack when new responses are submitted by users?  (we have a low volume of responses and are missing customer's reaching out) Thanks

5
T
3 months ago
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GernotNew Participant
asked in Surveys

Is it possible to send the first question (e.g. NPS rating) as part of an email to improve response rates?

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

6
Racheal
3 months ago
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Anne KrumenackerNew Participant
asked in Surveys

How long does it take for survey results to be fed back into Intercom?

Hi, I just created a survey, and tested it (so there’s at least one click / answer)Yet, I don’t get any statistics on the survey page. I was wondering why?Is there a timebox before I can access the results? Maybe I don’t have the rights and need to ask someone else / an admin at my company? Maybe I did something wrong in my survey setup?Thanks for your help!

2
Jacob Cox
3 months ago
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User279New Participant
asked in Surveys

Callback on survey complete

I need to trigger an action within my application when the user either completes the survey or cancels it. Similar to how we currently initiate the survey (Intercom('startSurvey', XXXXX);), I require a comparable mechanism to execute a function upon survey completion or closure.Thank you.

1
bernice
4 months ago
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Stephanie TorresNew Participant
asked in Surveys

How do I trigger a survey when someone clicks something in-platform? (Web)

I saw a question similar to this but for mobile. I am working on in-platform web surveys when a user clicks on something or triggers an event. However, I am not sure if it’s my configuration or access type, but I am unable to see an option to set it up that it happens when a user triggers an in-platform event.Also, I could be going about this set up wrong. Would something like this be in proactive support or set up as a workflow? 

1
mateusz.leszkiewicz
4 months ago
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User1594Connector
asked in Surveys

My forms reach a small number of users.

I have a doubt, in my workspace I have 56,690 users with these rules.How is it possible I only have 10 answers and sent 23 messages during January? Is there any way I can optimize my formula and have more reach?(Considering that I want to present my NPS every 90 days to users with more than 30 days of use). 

2
U
5 months ago
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Kitty VanhoutteNew Participant
asked in Surveys

NPS per inbox

Is it possible to receive an NPS score/inbox or team member? Thanks! 

1
mateusz.leszkiewicz
5 months ago
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alice010New Participant
asked in Surveys

Launch a survey based on specific user behavior (mobile)?

Hi,Is it possible to launch a survey on mobile at a specific step in a user flow, based on their actions? For example, if they open a check-in step but then close it without actually checking in, I’d like to ask them to select a reason why.Thanks in advance! Alice

2
A
8 months ago
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Tess BNew Participant
asked in Surveys

Thumbs up and down for survey option?

Hi,  I want to create a survey to get an idea if a new feature is working as expected. How can I create a survey with “How did our xxxx do?” thumbs up and down, with an optional free text field after selecting?

2
T
9 months ago
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Claudio NuñezNew Participant
asked in Surveys

CSAT Survey

hi. can I change the phrase "Rate your conversation" when I close a conversation?

1
Racheal
10 months ago
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Kurt StrangNew Participant
asked in Surveys

Surveys to scale on mobile screen viewports

With surveys is there any way to get them to work well on mobile devices when they are large format?Here attached from Intercom is what the survey is suggested to look like on mobile view, which I presume is if you’ve done the work with SDK’s to make the survey push on an app.It looks pretty tidy!Mobile view from Intercom survey previewBelow is an actual image of the same survey in real life on a standard Android phone. It doesn’t look as good, and on even smaller mobile devices some of the survey can’t even be read without scrolling _horizontally_ :| I am guessing it’s because it’s a mobile device accessing a web app and not an actual mobile app. Is this a correct assumption?Secondly, is there any way to get the formatting to scale better on mobile. Something to match what’s shown in Intercom’s preview would be great. Any other suggestions I’d welcome too!  

1
Eden
10 months ago
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Nico Del PianoNew Participant
asked in Surveys

Keep sending survey till user completes it

Hi all,I’m using an event tracking to trigger a survey from code:window.Intercom('trackEvent', 'open-survey')I have set up the survey to trigger on this event, and it works fine.What I want to do is to keep sending the survey till they actually complete it.I have to collect responses and I’d like to force them to actually respond (not only dismissing the survey but completing it). How could I achieve that? Is there anything I’m misunderstanding here?Thanks in advance

1
N
10 months ago
上野 千晴
上野 千晴New Participant
asked in Surveys

After collect Surveys and update Company Details?

If I use Intercom's Survey and find out the aggregated results for customer A,Is it possible to have the results as data in A's account information（visible details）?For example, how often do you log in each month? to the question,If the answer is 5 times, I would like to know if it is possible to record the data as Store A's Login Count 5.t: 5.

1
Eden
10 months ago
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CarolineNew Participant
asked in Surveys

Can I follow up my Product Tour with an NPS banner?

I want to ask my customer who have completed a product your to give me an NPS score - can I do that?

1
Eden
10 months ago
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Micah SpielerNew Participant
asked in Surveys

Using surveys (or something similar) to update customer attributes?

I’m setting up a survey to collect attributes like name and job title, but ran into a blocker where I noticed that company attributes can’t be mapped from surveys. Has anyone figured out a work around for this, or have a creative idea on how we can collect inputs from our users and log them as company attributes? 

2
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11 months ago
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AIT LHADJ LAURENTNew Participant
asked in Surveys

Is the "news" feature is available with starter subscription ?

Hi,I had a meeting with an Intercom sale’s and he explain that the news module is include with the starter subscription. With my trial version, it’s not, so could you confirm this ?Thanks

1
Racheal
11 months ago
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