Alerts help to react quickly to changes in customer satisfaction. The changes are identified based on the thresholds and time periods that are set in HappyOrNot Analytics.
Set up default triggers for an experience point
Alert triggers for an experience point will be used in all new surveys that include it.
- Go to Admin > Experience Points.
- Find the experience point where you want to turn on Real-time Collaboration and select Settings.
- Under Default Real Time Alerts, select Add new trigger.
- In the dialog box that opens choose the alert type and its values according to your needs:
- Negative feedback percentage: Alert is activated when the amount of negative feedback exceeds the set percentage of total feedback during a specified time window.
- Index threshold: Alert is activated when the performance index is above or below the set threshold during a specified time window.
- Number of responses: Alert is activated when the set amount of specified feedback (e.g. very negative or very positive) is reached during a specified time window.
Several alert types can be used at the same time.
We recommend that you start with the following settings:
- Threshold: amount of unhappy customers is 50%
- Window: 15 minutes
- With at least 4 feedback in total.
Set up an alert trigger for a survey
- Go to Admin > Surveys.
- Go to the survey where you want to set up the trigger.
- Click the Alert icon (
) next to the experience point where you want to set up alerts and select Add new trigger.
- Set up the alert as described above.
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