Many eCommerce companies collect shopper feedback through in-app or email surveys, often after an interaction with customer support, and use the survey results to calculate an NPS or CSAT score that measures customer satisfaction. These surveys usually use yes/no, agree/disagree, or ranking questions to assemble these scores, so a survey response may not capture the specifics of what went wrong during a shopper's experience. Fortunately, you can leverage Noibu's Sessions page to trace a poor NPS or CSAT score back to a session recording and watch the shopper's journey through your eCommerce site to see their pain-points firsthand.
The simplest way to investigate a poor survey score in Noibu is to track custom attributes through the Noibu SDK. If you can associate the survey to a unique identifier, like a survey ID or a shopper ID, you can search the session table for the value and watch the shopper's experience in the session playback.
Custom IDs from In-App Surveys
If you collect shopper feedback through a help desk or an in-app survey, filling out the survey may be captured as part of a session recording, and you can use this to trace the shopper's session from the survey response. The survey may provide a unique, anonymized identifier–QualtricsID, TealiumID, etc.–and you can configure the SDK to track this identifier in session recordings. If you enact this method, check how the identifier is formatted so the SDK accurately tracks the value.
Once this is configured, you can collect the identifier from the survey result and filter the Sessions by Custom ID Value to find the session that includes the identifier.
Alternatively, you can filter by Custom ID Name to pull all sessions where a shopper submitted a survey. This may be useful if you're examining multiple survey submissions.
Custom IDs from Email/Support Surveys
If you collect shopper feedback via email, or if your survey tool does not provide an identifier you can use to trace the session, you may not have a direct link between the survey response and the session in Noibu. To get around this, you can configure the SDK to track other unique identifiers, and adjust your survey to collect this information. Such identifiers might be:
- Some eCommerce companies have custom, store-specific identifiers assigned to each session
- Anonymized User ID
- Email address
- Noibu does not collect personally identifiable information by default. It is up to you whether to customize your experience to track these values.
If the SDK approach doesn't work for your eCommerce company, Noibu provides an impressive menu of filters to zero-in on specific sessions. Even without a unique identifier, you can collect a lot of information about the shopper's session through the survey, and use that information to find the session in Noibu. Combine several of the filters listed below to search for a specific session:
- Date and time. If you know when the survey was submitted, you can filter the sessions to those recorded within a short timeframe.
- User clicks. If your eCommerce site includes a button to contact support or give feedback, you can search for sessions where a user clicked that button or text.
- Browser and operating system. Your survey may collect data on the shopper's environment, and you can use these details to filter for relevant sessions.
- IP Address. This is the most direct way to find a session without implementing the SDK. However, your survey tool may not collect IP addresses, and many browsers have plugins to block third-parties from tracking IP addresses.
You can also use Noibu's Sessions to Support Shoppers During a Code Freeze.