Do you want to identify customer behaviors and answer trends in your surveys to use them in your triggers and analyses?
Flags allow you to identify personas based on behaviors and feedbacks observed in your surveys. Triggered by specific post-feedback actions, flags help you segment your analyses.
Overview
A flag identifies a respondent profile based on several predefined conditions in your survey. The purpose of a flag is to segment the respondent population in your statistics by highlighting a specific behavior (detractor, satisfied, etc.).
Flags can have several uses :
- Identify a respondent profile based on a specific answer to a question (NPS detractor, unsatisfied to follow up, opt-in consent, product defect photo submission, premium service subscriber, epicurean profile, etc.)
- Identify a respondent profile based on answers to multiple questions (satisfied with brand but not product, request for a quote without a contract, satisfied with the trainer but not e-learning, etc.)
- Identify a respondent profile based on a contextual trigger (feedback on mobile, browser language en-uk, logged-in client space, completed event, true answer to Q1 quiz, etc.)
- Identify a specific action triggered by a feedback or context (SMS re-contact for client, internal notification to collaborator A, data sent to Salesforce, subscribed service, newsletter D registration, website redirection, etc.)
- Identify a respondent profile exposed to a specific element of the survey (exposition to scenario 1-C, Google review button validation, etc.)
- Allow better data mapping with an external tool
- Trigger specific actions on a flag (internal email notification after a detractor client, redirect a respondent to a "That's wrong!" page in a quiz, enrich CRM in case of a specific answer, etc.)
All this data can then be used in datasets and filters for your analyses.
Unlike tags, which group and analyze answers to similar questions on the same topic (learn more about tags), flags are used to identify a respondent profile based on defined criteria.
Unlike tags, flags are not retroactive. You must set up post-feedback actions like "Apply flag" before launching your campaign in order to use them (learn more about post-feedback actions).
Accessibility
- Flag management is only accessible to users with the "Account settings" right :
With the previously mentioned rights, flag management is done from the "Settings" tab in the left sidebar, then "Flags".
- Each user with access to campaigns can add or use flags manually
Setting up a flag in a campaign
You can easily add a flag to your campaign using post-response actions (Learn more about post-response actions). Depending on your objectives, you can use flags to identify, analyze, or take action based on specific customer responses.
Start by opening the campaign in which you want to flag a respondent profile or a specific context.
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Go to the Actions tab of the campaign.
Depending on your needs, you can configure different types of action triggers that result in the application of a flag.
If it is not already configured, set the WHEN condition to On page submission.
Since trigger conditions are only evaluated when a page is submitted, it is not possible to apply a flag using a "WHEN" condition set to "On page load". -
Next, select the page on which the flag should be applied in the IF condition.
Still within the IF condition, add the conditions that will allow you to identify the respondent profile you want to flag. You can define conditions based on attributes, responses, platform, date, browser language, and many other parameters.
The page on which a flag is applied to a respondent's feedback must be as close as possible to the last question that determines the trigger. Applying the flag later in the survey may affect your results, especially if respondents abandon the survey before reaching the trigger. - Finally, in the THEN condition, add a new action and select Apply a flag.
- Then simply select an existing flag or create a new one.
- Once the page has been saved, the flag will be applied to respondents' feedback whenever the trigger conditions you defined are met.
Applied flags are immediately visible in your campaign feedback as well as in your analyses.
Use flags as triggers
Note that you can always associate a new post-feedback action with your flag. This allows you to automate profile identification, while enabling a variety of initiatives.
Therefore, you can associate flag identification with :
- an internal notification action sent via email or SMS (requires that Skeepers sends are activated, learn more)
- a notification action sent to the consumer via email or SMS (requires that Skeepers sends are activated, learn more)
- an action that redirects to a specific URL at the end of the survey (learn more)
- an action that redirects to a review submission page (learn more)
- an action that feeds a CRM or database (learn more)
- an action that subscribes to a service (learn more)
- an action that triggers a webhook (learn more)
- an action for tracking analytics (learn more)
- a closed loop action (requires that Skeepers sends are activated, learn more)
- an action that triggers a deployment (requires that Skeepers sends are activated)
- a specific scenario (learn more)
- an alert based on indicator (learn more)
Use flags in your analyses
Once your campaign is launched and respondents are identified with flags, according to the criteria you have set, you can leverage these results in your analyses: indicators, raw data visualizations, reports, dashboards, and alerts.
We will now focus on creating an indicator based on the "Detractor" flag, which identifies respondents who gave a score from 0 to 6 on an NPS-type question in a survey.
From the left sidebar, go to the "Analysis", "Libraries", then "Indicators" tab.
In the top-right section, click on the blue button "Create new indicator".
Name your new indicator and base its dataset on "Feedbacks".
Then, add a new dimension of type "Flag".
Then choose the flag you want to analyze.
Your indicator is ready. You can now customize it if desired and save it. It now displays the number of respondents identified with the flag you defined.
Note that you can then cross-reference its data with other variables, even with other flags.
Here, we can see that 3 respondents are detractors and, in particular, received a damaged product following an order.
Use flags as filters
Note that the platform also allows you to use flags in your filters.
To do this, simply add a new filter in your analysis and select "Flag". Then, choose the flag you want to use as a filter.
Save and use your new filter to refine the display of your results.
Please note that this allows you to specifically track clicks on a particular button and therefore monitor completion, a feature that is not available by default on the platform.
Manage account flags
With the rights mentioned earlier, flag management is done from the "Settings" tab in the left sidebar menu, then "Flags".
You can quickly view all the flags available on your organization's account to modify them. Flags associated with archived campaigns will remain accessible via the dedicated button.
Note that you can directly create a flag from this space by clicking the "Add new flag" button. You will only need to associate it with a post-feedback action from one of your campaigns.
To view where a flag is applied, click on the "Archive" button to display a list of all its occurrences in your campaigns.
Being non-retroactive, flags must be added during campaign creation, before it is launched.
Use flags in your mappings
As we present in the article dedicated to mapping (Enrich CRM data with mapping), just like questions and tags, flags can also be used as data to retrieve from Skeepers and pass to your tool.
This allows you to more easily identify the data to transfer, streamline configuration, and optimize interactions.