In order for surveys to display, you need your Pulse Insights code snippet placed on all pages that will collect feedback.
We recommend placing your Pulse Insights code snippet, found under the setup menu, just above the closing body of all pages of your entire site(s). The Pulse Insights code snippet also works well when deployed by a tag management system.
Pulse Insights gives you an at-a-glance view of your surveys from your Survey Dashboard.
Key features of the Survey Dashboard include:
You can also create new surveys, edit/view existing surveys, delete surveys, toggle live/paused, and search surveys from the dashboard.
Creating a new survey consists of three key steps:
Survey Name: We suggest structuring your naming conventions so that it remains easy to find surveys as your learning plan grows.
Submissions Goal: the submissions goal represents how many responses you’d like to receive to feel confident that you have a representative set of answers to your question.
On this tab, you define survey questions to ask, follow-up question logic, and how the survey is formatted for end users.
The page is divided into question definition (left) and formatting options (right).
Invitation: an optional invitation enables users to opt-in to take a brief survey. Since Pulse Insights Surveys are often just one question long and used in-line, an invitation to take a survey is typically not necessary and is not used by default.
Pulse Insights supports single answer, multiple answer, and free text questions. Pulse Insights also offers an add-on product, Concierge, which enables a rich & immersive custom response to a user’s selection. If available, this is configured using the Custom Content Card. When creating a new question, you can select the appropriate question type.
Single choice questions mean that the user selects the single most appropriate answer from a list of options. Single choice answers are indicated via radio buttons or buttons.
To configure single choice questions: you can add responses options by clicking the “Add Response” button. And remove response options by clicking the X on the right of each line.
Note: all Pulse Insights fields support markdown as follows:
The Randomize Order of Responses option will display the possible answers in random order when the survey widget is rendered for end users. This can prevent biases related to the order of the options.
There are two settings:
Multi-Choice questions enable the user to select one or more responses at a time.
Configuration of multi-choice questions in the console is nearly identical to configuring single-choice questions, except there is an option to configure the maximum number of checkboxes the user can select.
Free text questions allow you to collect data from users in their own words. It is helpful if you want to hear the nuance of language choices or if you are unsure of what types of things users might say so can’t yet devise a question with a fixed set of possible answers. Free text questions tend to have a lower response rate because you’re asking more of the user.
Free Text Widgets will render like so:
Related: see reporting for free text questions.
Custom Content enables you to display rich, immersive content in response to a survey answer. For example, if a user doesn’t understand something, can’t find something, or needs help, you can dynamically help the user by showing appropriate content.
The Card Name is used only for reference so you know the content without having to open up the Custom Content Editor.
Custom Content allows simple WYSIWYG editing or advanced HTML editing, complete with code beautification and line numbers.
If you upload images, they are hosted at our CDN, Cloudfront.
See question branching below to configure when Custom Content is displayed.
You can add multiple follow-up questions by clicking “Add Follow-up Question.” However, be careful! The reason why Pulse Insights surveys get high response rates and actionable insights is because questions are targeted and as easy to answer as they are to close. Use follow-up questions judiciously!
You can define the follow-up question by dragging and dropping from any response to any other follow-up question as shown above. In this case, if the user indicates that we didn’t do a great job of communicating differentiators on a page, we follow up by asking about what could have been done better.
If there isn’t a branching line drawn, the default next step is the “Thank You” message.
The Thank You Message is displayed when a user completes a survey submission. It automatically closes after a few seconds so the end user can get back to business.
You can also optionally show the survey results to the end user, which turns a survey into a poll. Simply check the ‘show survey results’ checkbox on the Thank You card.
The formatting pane is broken up into a handful of tabs including:
There are four types of widget:
Note: on mobile phones, Pulse Insights over-rides these survey types and displays a more suitable overlay format to optimize the mobile user experience.
Some widget types have addition placement options:
Widget background allows for
The Advanced Formatting pane enables full control of survey styling by adding custom CSS.
Survey-level advanced formatting is useful in conjunction with our Themes feature. If you’re using a theme but need to adjust just a few parameters to make the survey look right for this context (say you need to remove a close button for a theme that usually includes one), you can apply the changes here without having to create and manage a whole new theme.
Key CSS selectors are below but you can use browser developer tools to get the full inventory and style as needed.
Targeting Conditions determines under which circumstances the survey renders.
Dates: you can optionally set start dates/times and end start dates/times and the survey will only display to end users if between those dates
Display Survey If: determines which URLs the survey will display on. There are two options:
URL Contains Examples:
Regex Matches Examples:
Suppress If: The Suppress If fields work together with the Display If fields to determine which URLs the survey will fire on. Any “Suppress If” conditions that are satisfied prevent the survey from being displayed on those URLs.
Behavior Targeting: Enables targeting surveys based on the user’s behavior. For example, maybe you want to ask a question of a user only after viewing 3 pages on the site. Or maybe you only want to ask a particular question of only first-time visitors.
Device/User Custom Data (CRM) Targeting: Enables targeting surveys based values previously passed to Pulse Insights so you can ask questions only to a hyper-targeted segment of users.
For example, if you pass loyalty points balance, you can target a question to users who have over, say, 50,000 points.
Numerous options are available:
Equals is an exact match. e.g., ‘customerType equals member’ only matches users with that exact value of customerType.
Contains is a partial match. e.g., ‘locale contains en’ matches users with locale of us-en and uk-en.
Exists means that some value is defined. e.g., ‘loyaltyStatus exists’ would match users that have any value–say silver, gold, or platinum.
Is Greater/Less Than evaluates the value. e.g., ‘pointsBalance is greater than 50000’. If the value is stored as a string, Pulse Insights will still attempt to evaluate it as a number.
Targeting Based On User’s Previous Responses:
You can ask follow-up questions to users who have given a specific answer to a survey in the past. This is a great way to dig deeper into the mindsets of your users and gather targeted feedback over time.
Geo-Targeting: You can target surveys based on inferred geography from the user’s IP address. Geotargeting is available at the country, state, and DMA level.
Sample Rate: Determines what percentage of impressions that match the eligibility conditions receive the survey; between 1 and 100%.
Devices: Enables device targeting so you can display the survey to mobile, tablet, and desktop devices independently.
Behavior On Close: This option will prevent this particular survey from rendering again if a user actively closes it. This affects only the user that closed the survey. Other surveys will continue to render based on their targeting criteria.
If more than one survey selected (meaning the user is eligible on this page, after evaluating the sample rate probability), one will be chosen at random by Pulse Insights.
Pulse Insights also offers global targeting that is applied to all live surveys.
User-level frequency caps:
If your organization is. running multiple surveys, perhaps because different groups want to learn at the same time, we offer frequency capping to ensure you don’t over-survey any single individual. You can set the maximum number of impressions and the period for which the user won’t exceed the max number. At the end of the period, the counter resets and the user will be eligible to see survey impressions again.
IP Address Restrictions:
This feature is typically used if you don’t want internal employees of your company answering surveys. Pulse Insights will prevent Live surveys from displaying on those IPs for any survey in Live status. Draft surveys can still display in while in Preview Mode so you can still QA surveys.
Pulse Insights offers a method to QA surveys before they go live to end users so that you can confirm they look great across browsers & devices.
You can access Live Preview from the top-right of the Edit Survey pages.
Upon clicking Live Preview, you’ll be asked for the URL you’d like to view.
You can also turn Live Preview mode on by appending ?pi_live_preview=true to any URL that contains the Pulse Insights code snippet. You can turn off Live Preview Mode by appending ?pi_live_preview=false.
While in Live Preview mode, the survey displays only draft surveys for your browser, but not for other live users. Also in Live Preview mode, answers are not stored in your reporting, so you don’t need to manually remove any test responses. Similarly, custom data callback code does not execute to prevent sending non-production data into other systems.
To view a survey in Live preview mode, two requirements must be met:
Your browser will remain in live preview mode until the browser is closed. We recommend previewing in an incognito window.
Pulse Insights provides reporting via the User Interface and also enables exporting both summary and raw data for further analysis.
All counts are limited to the date range selected on the top-right of the reporting.
Impressions is how many times the survey was displayed.
Submissions is how many times at least one question from the survey was answered
Submission Rate is impressions / submissions
Days Active tells you the number of calendar days the survey has been live and collecting data. Changing the status resets this calculation.
On each of these summary stats, you can see sparklines that show the trend of these metrics over time.
Results are aggregated by question into total responses and share (%).
PRO TIP: You can click the number of responses in the top right in order to sort descending instead of the order defined in the console.
You can filter reporting by what people have answered to a specific question by clicking the any bar. All other questions will then update to reflect results for those who gave that answer.
The data export link generated an XLSX file that includes additional details such as:
Free text reporting is displayed as a word cloud so that you can quickly digest large numbers of responses and grasp frequency of usage. Similar words are automatically combined to give more relevant responses. You can see verbatim responses by clicking any word in the word cloud.
Pulse Insights also can display individual responses in a table format by selecting “Text Responses” in the bottom left.
The data table is sortable in real-time by clicking a column header.
You can also filter results in real-time by typing in the filter field at the top of each column:
The data table also enables you to group responses so you can view the data in ways that highlight similarities, differences, and insights. For example, you can group the responses based on
>> How the user answered some other question.
>> The URL the user answered the survey on (only for browser-based responses; native mobile and API responses won’t have a submission URL)
>> The device type (phone, tablet, and desktop)
When you have thousands of free text responses, it’s not easy to distill it into digestible learnings. And even if you could do that, it’s not easy to retain perspective about how common certain themes are. This is where our response tagging comes in.
It’s easy to apply one or more tags (aka labels, or meanings) to a response. The process most clients follow is typically to
1. Filter by relevant keyword
2. Select all responses as a starting point; but unselect any responses that don’t fit
3. Apply the tag.
We’ve found that even large datasets with thousands of responses can be fully tagged quickly. Once responses are tagged, we offer a new way to view the data:
We’ve found that even large datasets with thousands of responses can be fully tagged quickly. Once responses are tagged, we offer a new way to view the data:
This view graphs the frequency of occurrence of each tag in descending order, thus helping you digest what people think even though they submitted nuanced and complex open-ended responses. You can select among the three free text view by selecting options in the bottom left corner of the graph.
Pulse Insights is inherently multi-user. To invite users to your Pulse Insights account, select User Management is under the Setup menu.
Simply enter an email address and click the invite button. She will receive an email with a unique token to finish setting up the account.
There are two role types–full access and reporting-only.
Reporting-only users have the following restrictions:
Also under User Management, you can see details of all the collaborators within an account.
On occasion, you may want to control when a specific survey displays instead of letting Pulse Insights evaluate eligibility.
Where 88 is the id of the survey, which you can find by using the URL Builder tab in the Console.
Please note that the survey might not render because the following rules are still evaluated:
Append ?pi_present=[surveyid] to any URL. If a survey is in Draft status, you will also need to append pi_live_preview=true to set the browser in preview mode.
You can capture custom data to be stored with Pulse Insights survey responses, which can give you additional information for targeting, analysis, or the ability to link to other data sets offline.
Pulse Insights has two types of Custom Data:
Setting Context Data (aka Custom Data)
Pro Tips about using Context Data:
— You can set arbitrary names & values; you needn’t define or type what you are going to send in Pulse Insights first.
— Whatever is defined at the time the survey is answered by the end user will be captured by Pulse Insights and will show up in reporting.
— If you want to use the values in survey targeting in the current pageview, it needs to be defined before the pi(‘get’, surveys); line of our code snippet, which triggers evaluation of which surveys to display, if any.
— Context data remains with the user across pageviews in the current session.
— The Context Data Method (set_custom_data) overwrites any and all previous values.
Setting Device Data
Pulse Insights was built to easily integrate into other services. For example:
Under Setup, you’ll find Data & Integrations.
There are two types of callback:
OrNote: In Live Preview Mode, callbacks do not execute to prevent sending non-production data into other systems.
For situations where you can’t use the Pulse Insights code snippet to render surveys and collect data, you can use the Pulse Insights Survey Response API instead.
Pulse Insights integrates into email by placing clickthrough links that record the appropriate response along with other data such as the recipient’s userID. Then optionally, you can redirect the user to a page of your choice. If the page has a Pulse Insights tag, you can optionally collect additional information or just display a Thank You message that the response has been received.
The easiest way to get links is to create the survey/poll in the Console and then use the URL Builder tab to copy the clickthrough URLs.
To the URL. This will force Pulse Insights to show poll results for the question. Note: polls results only work for the first single choice question within a survey.Pro Tips:1. If a survey/poll is only intended for email, make sure that the targeting is configured to prevent firing on web or mobile. 2. You can append pi_present=[thank you message ID] in the redirect URL to force a thank you message or follow-up questions to appear on click.
If a user answers a survey on a work computer, you don’t want to ask the same user the same question again just because she is on her personal mobile device. Pulse Insights provides a method to:
To link devices, you need to inform Pulse Insights who the current user is by passing her client key. Client key is YOUR unique anonymous userID for the customer.
You only need to do this once per device, typically on an authentication event.
Once a cross-device linkage is created, Pulse Insights can decision based on the person instead of just the device. If the client key is passed as a parameter of the /serve call, Pulse Insights will decision based on the client key instead of the device UDID.
Client key is included as a column in reporting so you can easily pivot based on the person.
— Because questions are targeted to specific individuals, using CRM targeting is commonly used to ask only the right people to update their profile information.
— Clients will need to push user attributes to Pulse Insights including the client_key described above and any other data or segments that will be used to determine eligibility.
— Questions can be channel-specific (e.g., only asking about mobile preferences in mobile channels) or cross-channel.
Because CRM setups tend to vary from client to client, CRM integrations are configured and managed by Pulse Insights Tech Ops. Get in touch with your account team if you need to add or make changes to your CRM integration.
Pulse Insights supports the following integration methods:
— Real-time API call upon question submissions
— Hourly/daily feed placed on client’s or Pulse Insights’ sftp server