Survey Trigger Events

Introduction

Trigger Events add another layer of control to target the right users at the exact right time in their product journey.

Without a Trigger Event, a user would see a survey widget the moment they match your Target Audience. While this can be sufficient for some cases, you most likely want to tweak the timing of your survey.

Please: Trigger Events only apply to users that are matching your Target Audience. Trigger Events won’t have any effect if a user does not match the Target Audience of your survey.

Time Delay Trigger

The Time Delay Trigger is our most popular launch trigger and a great fit for a lot of use-cases.

The idea is simple: For users matching your Target Audience, Refiner waits for a specific amount of time to pass before showing your survey to them.

Web-App Survey (Identified Users)

When you are launching surveys for identified users, the Time Delay Trigger offers the following options:

  • Wait Time: This is the time interval that needs to pass. Depending on your use-case, the Wait Time can be set to anything between a couple of seconds up to several days (more info below).
  • Reference Moment: You can choose between different moments in a user’s journey which will be used as some kind of anchor point in time. You can choose between:
    • User start a new session
    • User enters your Target Audience
    • User was seen for the first time

Combining the Time Delay trigger with Segment Based Targeting gives you a lot of control over when exactly a survey should appear. For example, you could create a user segment “Signed up 30 days ago” for your Target Audience and combine it with a Time Delay trigger of “3 minutes after starting a new session”.

Website Popup Surveys (Anonymous Users)

When launching a survey for anonymous website visitors, the reference time for the Time Delay trigger is always “First Seen”. This is the moment a visitor landed on your website for the first time.

Our web-client keeps track of the “First Seen” time using the local storage of a web browser. When a user changes devices or clears their browser storage, our web client will lose track of the user and the counter starts from zero.

When a website visitors leaves your page before the Wait Time elapsed, they’ll see they survey on their next visit. You can use the page rules and on-page delay to prevent that a survey pops up right away when a returning visitors comes back to your website.

Page Visit Trigger

The Page Visit Trigger is a simple way of launching a survey once a user performs a specific action in your app or your website.

The Page Visit Trigger launches a survey when a user in your Target Audience visits a certain page (URL) of your app or website.

Some scenarios where this launch trigger comes in handy:

  • Your user just purchased your product and gets redirected to an order confirmation page
  • A user looks at your pricing page which indicates that they are considering purchasing your product
  • A user just performed an important action in your app (e.g. created their first project)

The Page Visit Trigger event can be set up by adding one or multiple Page Rules as shown in the screenshot below.

Each rule has a comparison method followed by a comparison value. The supported comparison methods are:

MethodDescriptionExample Value
EqualsTriggers on pages where the full URL equals exactly the provided value.https://app.domain.com/account/billing
Starts withTriggers on all URLs that start with the provided value.https://app.domain.com/account
ContainsTriggers when the provided value is located somewhere in the page URL./account/
Matches PatternTriggers on URLs that match a provided wildcard pattern. You can use * to indicate that variable parts of a URL.https://app.domain.com/*/something/*

When you add multiple rules, a match occurs when at least one rule returns a positive result.

A survey is shown to a user when any of the page rules match for the first time. If you want to launch the survey each time one of the rules matches (e.g. on a checkout page), you can set the “Repeating survey” to “Every page match”.

Please note: The Page Visit Trigger works independently from Page Rules. Usually you would choose one or the other. When using Follow-Up Mode or Recurring Surveys, it can be helpful to use the two in combination. In this scenario, the Page Visit Trigger and the Page Rules both need to match for the survey to be shown for the first time.

Manual Trigger

While our “Page visit” and “Time delay” do a great job for most of our customers, there are some use cases for which launching a survey “ad-hoc” makes sense.

To launch a survey at a specific moment, you need to execute the “showForm” method of our JavaScript client as shown in the screenshot below. You can find more information about triggering surveys programmatically in the Client Reference.

To identify your survey, you can either use the survey ID that was automatically generated by Refiner, or define your own custom identifier. Using your own custom identifier allows you to swap out a survey without changing your code, or launch the same type of surveys in different projects / environments (testing vs prod).

By default, the survey is shown to the use only once. All subsequent “showForm” method calls won’t result in any additional survey views.

You can also launch a survey every time the Javascript method is called. To enable this behaviour, set the “Repetition” option to “Repeatedly”.

In both cases, the Target Audience, Page Rules and Survey Throttling settings are respected. If you want to launch a survey without any checks, you can add an additional “force” parameter when executing the Javascript command.

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