A Feedback Campaign is a tool that allows visitors to supply direct feedback to website administrators. For example, a user may have trouble navigating to a specific page or encounters a bug when adding an item to their cart. Think of it as a survey in the user's time of need.
Based on custom triggers, this allows you to ask questions directly to your visitors. Your feedback campaign can be customized with a handful of different question types, appearances, and triggers.
To add a new Feedback Campaign to your account, navigate to the 'Feedback' section on the left side of your page. Select 'Add New Campaign' (as shown below):
Setting up the feedback campaign
Once you've clicked the 'Add New Campaign' button, you'll be taken to the 'Add Feedback Campaign' wizard.
Here you can add questions, define triggers, and customize the appearance so your campaign will suit your needs.
We'll walk through each step below:
#1 - Name your campaign
First, you'll need to name your Feedback Campaign. The name can be anything you want. In the example above, we've chosen to name the campaign 'My Feedback Campaign'. This name will be used in the list of campaigns and in the campaign itself. The website user will never see the Campaign Name.
#2 - Set up the Campaign Steps
Here is where you add all the questions you would like your users to provide feedback on.
For each question you want to ask, add a new campaign step to your campaign and type in the question. You can add multiple questions by clicking the "Add Question" button.
Each question can have one of three different question types: multiple-choice, free text (small) and free text (large).
Our first option is a multiple-choice question. For this question type, you must add all available answers. A multiple-choice step also has the option to make one or more choices send the user directly to the success step. In the example below, we picked two options for our campaign step "Do you think Mouseflow is a helpful tool?".
The answer options are the following: "It's pretty neat" and "It's the best around!". Additionally, we set it up so that picking "It's pretty neat" will send the user directly to the success page.
For the 'Free Text' campaign options, both small and large, you get to choose what the submit button says.
In the example below, we have chosen that submit buttons on our questions "What's your favorite thing about Mouseflow?" and "What do you think about the Feedback feature?" should say "Next question, please."
For the Success Page step, you get to choose what the confirmation text reads to the user on completion of the feedback campaign.
Additionally, you can customize the button text. In the example below, we chose to set the confirmation text to "Thank you for participating!" and the button text to "Close Feedback Campaign":
#3 - Design your Feedback Campaign
This step will show you two options to style your campaign:
Color Scheme: This allows you to select what color your campaign will have. You can choose between three pre-defined colors (green, blue and grey) or a custom color (either input a hexadecimal color code or use the color picker to pick a color).
Screen Location: Here you can select where on the screen your feedback campaign will appear. You can choose between four options: top right, top left, bottom right, and bottom left. In the example above, we chose "Bottom right".
When Triggered: This option allows you to choose whether the campaign will appear minimized or to display the full widget when triggered.
When Discarded: This option allows you to predetermine whether the campaign will minimize or be hidden completely upon completion.
#4 - Choose Triggers for your Campaign
This page allows you to customize the triggers for your feedback campaign. You can choose from eight different options:
Page load: Show the campaign as soon as your page finishes loading.
Delay (10s): Show the campaign ten seconds after your page finishes loading.
50% Scroll: Show the campaign once the user has scrolled halfway down the page.
Inactivity: Show the campaign when the user has remained inactive for thirty seconds.
Mouse leaves page: Show the campaign when the user moves their mouse away from the page.
Click rage: Show the campaign when click rage is detected (rapid series of clicks indicating user frustration).
Manual: Allows you to define your own trigger for the campaign through a custom code solution.
Here you can select how often your campaign will be shown to the same unique user. You have two options here:
Show once per visit: Once a user has successfully answered the campaign, it will be hidden for the rest of the visit. If the same user visits your site the next day, they will see the campaign once more.
Show once per user: Once a user has successfully answered the campaign, the campaign will be hidden for that user, even on repeat visits.
Here you can select if you want your campaign to appear on all pages of your website or a specific subset of pages. By default, 'All Pages' is selected. When toggling the option to 'Some pages', additional fields will show up where you can add one or more filters:
Equals: The "Equals" filter will set the campaign to only load on pages that fully match the URL path you input in the field. Mouseflow will automatically detect any valid URL paths on your page and display them in a dropdown menu once the field is selected.
Starts with: The "Starts with" filter will set the campaign to only load on pages whose URL path starts with the same path you specified in the field. Ends with: The "Ends with" filter will set the campaign to only load on pages whose URL path ends with the same URL path you specified in the field.
Regular Expression: The "Regular expression" filter allows you to input a regular expression and use that to find pages on your website that match the regular expression and only show your campaign on those pages.
This allows you to toggle whether your campaign will appear to all visitors or target a specific user segment. First, you choose whether you want to show your campaign to "All visitors" or "Some visitors". If you choose "Some visitors", some additional fields will show up - you can use these to add one or more filters to define a segment of your user base. The available filters are explained below:
Language: The language filter allows you to only show your campaign to users who have the selected language as their system language on the device they are browsing your site on.
Visitor Type: The visitor type filter allows you to select if you want to show your campaign only to first-time visitors or returning visitors.
Device Type: The device type filter allows you to select if you want to only show your campaign to users browsing from a specific device type - either phone, tablet or desktop.
#4 - Finalize your feedback campaign
The fourth and final step will show you a single field: Status. Easily toggle active/inactive status on your feedback campaign.
Once you are satisfied, just click the "Create Feedback Campaign" and your campaign will be created.
You can always come back later and tweak your campaign, should the need arise.
Note: In order for Feedback Campaigns to run, you need to have recording enabled for the site you're doing your campaign on.
Have any questions about what you just read? No worries -- reach out to us at firstname.lastname@example.org. We’d love to help you.