Have you created multiple actions or scenarios that you want to activate randomly ? This article explains the different configurations required to address all your needs.
When properly configured, random conditions allow actions to be triggered based on the probabilities you have defined. This enables dividing the population into multiple groups that are evenly distributed and sequential : if target A is not triggered by the action, target B will be, and so on. Random scenarios work in the same way.
Random conditions are suitable for many uses, addressing various issues such as :
- Random redirection to a voluntary review submission page
- Random redirection to a specific website
- Random sending of an email including a promotional code
- Random sending of an email inviting participation in a contest
- Random sending of an email invitation to answer another survey
- Random segmentation for case studies with the application of a specific flag
The main use case for this feature is to randomly redirect survey respondents to a Google or TrustPilot review submission page once in every two feedbacks (learn more about the connected TrustPilot app).
Requirements
- Have completed building your survey and finishing the configurations of your campaign
- Have created multiple post-feedback actions or scenarios in your campaign
Default management of randomness
The configuration of random conditions on the platform follows a certain logic, which, once understood, allows simple and intuitive setup of your random triggering conditions.
The order of the configured random elements is very important because it is always the condition located at the bottom of the configuration page that takes priority and will be executed first :
This random feature on the platform is based on a non-cumulative (disjoint) probability management. Therefore, the number of elements defines the probabilities you need to configure to manage random triggering :
Probability | Setup |
---|---|
1 out of 2 |
|
1 out of 3 |
|
1 out of 4 |
|
1 out of 5 |
|
1 out of 6 |
|
1 out of 7 |
|
1 out of 8 |
|
1 out of 9 |
|
1 out of 10 |
|
etc... |
Set up a random redirection triggered for each half of the target
Needs and expectations
In this example, we will set up random scenarios so that half of the respondents are sent to the Google review submission page, while the remaining half are sent to the TrustPilot review submission page. Previously, we have built a simple campaign containing a welcome page for the respondent, a second page where the client leaves an NPS score, and two thank-you pages : one leading to Google and the other to TrustPilot.
Several configurations are possible to achieve the desired result. However, this method is the most efficient if you want to monitor the number of redirections to the review submission page. Indeed, you will only need to configure your analysis based on the clicks on the buttons "Leave a review on Google" and "Leave a review on TrustPilot" located on their respective thank-you pages. This is because these two buttons will randomly trigger a specific redirection.
Redirecting only satisfied respondents to a review submission page (a practice known as "review gating" or "cherry picking") is illegal in the United States and strongly discouraged in Europe. This practice undermines the authenticity and reliability of your online reviews, and may even result in penalties or disputes. We encourage you to adopt a transparent approach by allowing all your respondents, regardless of their satisfaction level, to share their experience. This ensures balanced and credible reviews, strengthening consumer trust in your brand.
Survey path
- After clicking the "Submit my answers" button on the NPS page, respondents will have a 50% chance of being automatically redirected to the thank-you page containing the "Leave a review on Google" button to willignly submit a review on Google
- After clicking the "Submit my answers" button on the NPS page, respondents will have a 50% chance of being automatically redirected to the thank-you page containing the "Leave a review on TrustPilot" button to willingly submit a review on TrustPilot
Setting up random scenarios
Before starting, we have prepared a simple campaign with a welcome page for the respondent, a second page for the NPS rating, as well as two distinct thank-you pages : one leading to Google and the other to TrustPilot.
Note that the button on the page containing the NPS question is a "Submit and go to page" and the buttons on the two thank-you pages are of the "Submit form and finish" type.
To ensure proper redirection, go to the 'Content' tab then 'Scenarios' and start by setting up a first scenario named "Redirect 50% of the population to the Google thank-you page". :
- Configure the "WHEN" condition to "On page submit"
- In the "IF" condition, specify the page where the action should trigger (here the page containing the NPS)
- Still in the "IF" condition, add a random condition with a 50% chance or a 1 out of 2 volume
- In the "THEN" condition, add a redirection to the thank-you page that includes a button leading to Google
Once the first scenario is completed and saved, the next step is to create a second scenario that redirects the remaining respondents to the thank-you page containing the button leading to TrustPilot.
To do this, add a new scenario following the first, named "Redirect 100% of the remaining 50% of the population to the TrustPilot thank-you page", and configure it as follows :
- Configure the "WHEN" condition to "On page submit"
- In the "IF" condition, specify the page where the action should trigger (here the page containing the NPS)
- Since half of the respondents are already excluded with the first scenario, there is no need to add a new random condition, as the scenario will automatically consider the remaining respondents
- In the "THEN" condition, add a redirection to the thank-you page that includes a button leading to TrustPilot
As the scenarios and actions are read by the platform from bottom to top, drag the scenario 50% down the page to ensure it is triggered first. Then, save your scenarios.
Setting up redirection actions
Once the scenarios are configured to randomly redirect respondents to specific thank-you pages, the next step is to set up the post-feedback actions that will send respondents to your review submission pages (learn more about post-feedback actions).
To do this, go to the 'Actions' tab of your campaign and start by setting up a first action that can be named "Redirect to Google":
- Set the "WHEN" condition to "On page submit"
- In the "IF" condition, specify the page where the action should be triggered ; here, it is the page "Thank you page + Google"
- In the "THEN" condition, add a redirection to your Google review submission page
Finally, once the first redirection action to Google is configured, it is time to tackle the last step by setting up the redirection action to your TrustPilot review submission page.
Add a new action that you can name "Redirect to TrustPilot".
- Set the "WHEN" condition to "On page submit"
- In the "IF" condition, specify the page where the action should be triggered ; here, it is the page "Thank you page + TrustPilot"
- In the "THEN" condition, add a redirection to your TrustPilot review submission page
Your campaign setup is complete. You can now deploy it.
- After clicking the "Submit my answers" button on the NPS page, half of the randomly targeted respondents will be redirected to the Google thank-you page. After clicking the "Leave a review on Google" button, they will be redirected to your Google review submission page :
- After clicking the "Submit my answers" button on the NPS page, the remaining half of the randomly targeted respondents will be redirected to the TrustPilot thank-you page. After clicking the "Leave a review on TrustPilot" button, they will be redirected to your TrustPilot review submission page :
Analysis
You can analyze the number of respondents who clicked on the buttons leading to the voluntary review submission pages by setting up a specific indicator (learn more about indicators). This can be integrated into one of your dashboards, allowing you to effectively track and optimize user engagement.
To do this, simply add the clicks on both buttons to the dataset of your indicator.
Sending an email notification to one-tenth of the target
Needs and expectations
For this example, we will set up a random action so that one-tenth of respondents who gave a CSAT score of 5/5 will receive a promotional code sent to their respective email addresses. Beforehand, it is necessary to have enabled the email notification feature on your account and created a simple campaign containing a first page welcoming the respondent, a second page where the customer gives a CSAT score, and a thank-you page with a button (learn more about survey buttons).
Several configurations are possible to achieve the desired result. However, this method is the most efficient if you want to monitor the number of emails sent. A flag will be combined with the triggering of the post-feedback email notification action to analyze the results.
Survey path
- After clicking the "Next" button on the CSAT page, respondents who gave a score lower than 5/5 will reach the survey's thank-you page and submit their feedback by clicking the button at the end of the page
- After clicking the "Next" button on the CSAT page, respondents who gave a score of 5/5 will reach the survey's thank-you page and submit their feedback by clicking the button at the end of the page ; they will have a 10% chance of receiving a promotional code by email
Design the appropriate email template
Before setting up your campaign, we recommend creating an email template including a promotional code. To do this, if you have the appropriate permissions, go to the 'Settings' menu available in the left sidebar of the platform.
In the account settings, go to the 'Email templates' section to create a new template. Then, follow the steps outlined in our article Create and use an email template.
Collect the email for use in the action
Before starting, we have prepared a simple campaign with a first landing page for the respondent, a second page for the CSAT rating, and a thank-you page containing a "Submit form and finish" button type.
Before setting up the email notification action, it is important to collect the respondents' email addresses. To do so, you have 2 options:
- Add a "Email field" question on your survey's thank-you page to collect the respondent's email address.
- Add an "Email" attribute to the segment linked to your campaign if you already have this information in your database.
Setting up the random email notification action
After choosing one of the methods to collect the respondent's email, you now need to set up the email notification action, which will be sent to 10% of the target population.
To do this, go to the 'Actions' tab of your campaign and set up an action that can be named "Email notification action 10%", with the following configurations :
- Configure the "WHEN" condition as "On page submit"
- In the "IF" condition, specify the page where the action should trigger ; here, it is the page "Thank you page with 1/10 notification action"
- Again in the "IF" condition, add a condition to target only the respondents who gave a 5 rating to the CSAT question
- Still in the "IF" condition, add a random condition with a 10% chance or a 1 in 10 probability
- In the "THEN" condition, add an email notification action ; based on the email collection option chosen in the previous section, select "An email field answer" or "An email attribute" in the email recipient field, then choose the pre-configured email template and save.
- Still in the "THEN" condition, add a flag that you will create, which can be named "promo code 1 out of 10" (learn more about flags).
Your campaign setup is complete. You can now deploy it.
- After clicking the "Submit my answers" button on the thank-you page, respondents who gave a CSAT rating of less than 5/5 will submit their feedback.
- After clicking the "Submit my answers" button on the thank-you page, respondents who gave a CSAT rating of 5/5 will submit their feedback and have a 1 in 10 chance of receiving an email containing an exclusive promotional code :
Analysis
You can analyze the number of respondents who received the email notification containing the promotional code by setting up a specific indicator (learn more about indicators) or by setting up a raw data visualization with custom columns (learn more about raw data visualizations). These can be integrated into one of your dashboards, allowing you to track and optimize the sending of these exclusive commercial actions to reward your customers' engagement.
To do this, simply add the flag that triggers each time an email notification is sent in the data set or filter of your analysis element.
If you have any questions, feel free to contact our Customer Care team.