e-satisfaction

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Customer Segments

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Introduction

You can separate your responders in different groups based on their experience each time they respond to a Questionnaire.

Each responder can be part of many segments through time, based on each experience they have.

Customer Segments

You can see all your Application Customer Segments by selecting "Customer Segments" section in the left sidebar of the Application:

Template Segments

Based on your Application Type, you should have a list of Customer Segments already in your list.

These segments are Template Segments created by the e-satisfaction Team to help you start targeting your customers better and address them with Marketing Campaigns.

Segment Settings

You can edit any segment you want, simply click on the "Edit" button on the right of each segment item and the following dialog will appear:

Segment Status

You can enable or disable a customer segment at any time. Inactive segments will not be targeted by any responder.

NOTE: Inactive segments is not the same as absent. Marketing Campaigns Targeting inactive segments might not appear at all.

Target Questionnaire

Each segment targets a Questionnaire, based on which you can choose the Segment Conditions.

NOTE: For a segment to target more Questionnaires, you will have to create separate segments for each Questionnaire.

Segment Conditions

Each segment might have one or more conditions in order to target a responder. For the targeting to work, ALL of the conditions must be matched, or the segment will not be targeted.

Each condition can be a:

  • Question or a
  • Metadata

And you can compare the values using the following comparison criteria:

  • Equal
  • Not Equal
  • Empty
  • Not Empty
  • Greater than
  • Greater than or equal
  • Less than
  • Less than or equal
  • Contains
  • Regular Expression

Examples

Open-text Questions

In case you select as condition an open text question ( e.g Tell us something that you want us to know), at the box comparison you can choose: 

  • empty (if you want to filter the questionnaires without comments)
  • contains (if you want to group questionnaires with comments) and leave the value box empty

Rating Questions

To categorize your customers based on a rating type questions, you need to select the rating type question from drop-down list and choose a comparison that compares numbers not qualitative data. Consequently, the value box should contain a number from 0 or 1 to 10, based on the rating range.

For instance, to create a segment with unhappy customers with the following condition:

  • Question: How satisfied are you with our e-shop
  • Comparison: Less than or equal to
  • Value: 6

NOTE: At rating question types, comparisons like "empty", "not empty", "contains" might not have a result.

Single Selection or Multiple Selection

In this case, you should use comparisons like equal or not equal and in the value box you can fill in a number from 1 to 10 accordingly to the number of suggesting responses you have set.

For instance, you can create a segment based on how many customers have responded "Yes" to the question "Would you buy again from our e-shop" with the following condition:

  • Question: Would you buy again from our e-shop?
  • Comparison: Equal
  • Value: 1

Segment Icon (optional)

You can upload an icon for your segment. It will be used for display in various places in the dashboard or in any platform that is loading e-satisfaction data through API.

Create New Segment

You can create a new segment, simply click on the "Create New" button on the top right corner of the panel and the following dialog will appear:

Next Steps

After setting up your Customer Segments, start with creating a new Marketing Campaign to engage your customers. 

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