Trigger Events

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.

When a survey is shown depends on two things:

  • 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

Please note: Whenever possible, we recommend to keep the Wait Time rather short and to move time conditions (e.g. “Signed up 30 days ago”) to your Target Audience. For example, if you want to survey users 30 days after they signed up, we recommend to create a Segments using that condition and use it as a Target Audience.

An important thing to understand is that the Wait Time is measured cumulative. For example, if you set the Reference Time to “User was first seen” and Wait Time to “2 minutes”, users will usually see the survey after 2 minutes. However, if a user leaves your app or website before the 2 minutes elapsed, and then comes back one day later, they’ll be prompted with the survey right away.

Please note: When you operate Refiner in “anonymous mode” (e.g. when surveying anonymous website traffic), the Reference Time is always “User was first seen”.

Page Visit Trigger

The Page Visit trigger is a simple way of launching a survey when your users perform a specific action in your app or your website.

To put it simple, the Page Visit trigger launches a survey when user that matches 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 starts with a comparison method (Equals, Starts with, Contains) followed by a comparison value.

Depending on the comparison method, you need to add either the exact URL of your page (e.g. https://app.company.com/myaccount) or a significant part of the URL (e.g. /myaccount)

You can add multiple rules to the “Page Visit” trigger. A survey is shown, when at least one of your rules matches.

Lastly, you can also choose to add an additional “on page time delay” before the survey gets shown. Adding a time short delay of a couple of seconds usually improves the overall experience for the user. If the time delay is too long though, users might not see the survey at all and you’ll collect less surveys responses.

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.

One popular scenario for this trigger method would be permanent “Feedback” button inside your app. Whenever a user clicks on this button, a survey is launched allowing them to send in their feedback.

To launch a survey at a specific moment, you need to execute the “showForm” method of our JavaScript client.

You’ll find the JavaScript command in the settings of your survey when switching the Trigger Method to “Manual” and in our Advanced Javascript Integration guide.

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