Customer feedback from Voice-of-Customer (VOC) platforms like Hotjar, Medallia, or Qualtrics can surface dissatisfaction but rarely captures the exact cause. By linking survey responses to session replays in Noibu, you can gain visibility into what users actually experienced. This context allows support, product, and UX teams to uncover root causes of poor feedback, validate reported frustrations, and identify UI or flow issues that need attention.

Noibu's permissions settings allow Customer Insights or VOC teams to to access relevant sessions for this workflow without exposing sensitive business metrics or technical error details. 

Workflow

Option 1: VOC Integration

Noibu integrates with Voice of Customer (VOC) platforms to associate specific survey responses with session recordings.

1. Find the survey ID or other unique identifier passed through your VOC platform. Learn more about VOC integrations. 
   
   
   
2. Using the Custom Attributes filter, filter the Sessions page by this identifier to retrieve relevant sessions.
   
   
   
3. Watch the session replay to understand what the user experienced before submitting feedback. 

Option 2: Custom Attributes via SDK

If you collect shopper feedback via email, or another VOC tool not integrated with Noibu, you can use custom attributes configured through the Noibu SDK to try to find the relevant session associated with user feedback. 

1. Collect custom identifiers such as customer ID or email if included in the survey. Learn more about custom attributes.
2. Filter sessions using these custom attributes.
3. Review the associated session for friction or blockers that could explain the negative score. 

Option 3: Relevant Filters

Even without identifiers, sessions tied to feedback can often be found through behavioural filters.

1. Use the date/time of survey submission to set the session window.
2. Apply the "User Clicks" filter to look for actions like clicking a "Help" or "Contact Us" link. Learn more about filters.
   
   
   
3. Use the "Contact for Help" session symptom to locate sessions that may involve support attempts. Learn more about symptoms.
   
   
   
4. Watch the session replay to validate user experience issues. 

Next Steps

As you review a session replay related to customer feedback, you may discover details or insights that should be shared with other team members for more context, prioritization, and/or debugging. Learn more about gauging the impact of a session, and how to share or action it.