Survey Type | Always On | |||||||||||||||||||||
Property | UAT: | |||||||||||||||||||||
Targeting Logic | ex: URL, page path, parameter | |||||||||||||||||||||
Page / Q. # | Include / Exclude | Survey Text | Required? | Answer Type | Answer Choices | Condition | Experience Cloud Field | Notes | ||||||||||||||
Survey Type | Always On | |||||||||||||||||||||
Property | UAT: | |||||||||||||||||||||
Targeting Logic | ex: URL, page path, parameter | |||||||||||||||||||||
Page / Q. # | Include / Exclude | Survey Text | Required? | Answer Type | Answer Choices | Condition | Experience Cloud Field | Notes | ||||||||||||||
1 | Include | Please rate your agreement with the following statements about using your online account: This interaction increased my trust in the IRS. | Y | Scale 1-5 | 1= Strongly Disagree | Trust | ||||||||||||||||
Disagree | ||||||||||||||||||||||
Neutral | ||||||||||||||||||||||
Agree | ||||||||||||||||||||||
5 = Strongly Agree | ||||||||||||||||||||||
2 | Include | I am satisfied with the service I received from the online tax account tool. | Y | Scale 1-5 | 1= Strongly Disagree | Satisfaction | ||||||||||||||||
Disagree | ||||||||||||||||||||||
Neutral | ||||||||||||||||||||||
Agree | ||||||||||||||||||||||
5 = Strongly Agree | ||||||||||||||||||||||
3 | Include | The online tax account tool met my needs. | Y | Scale 1-5 | 1= Strongly Disagree | Service Effectiveness | ||||||||||||||||
Disagree | ||||||||||||||||||||||
Neutral | ||||||||||||||||||||||
Agree | ||||||||||||||||||||||
5 = Strongly Agree | ||||||||||||||||||||||
4 | Include | It was easy to find what I needed. | Y | Scale 1-5 | 1= Strongly Disagree | Process Ease | ||||||||||||||||
Disagree | ||||||||||||||||||||||
Neutral | ||||||||||||||||||||||
Agree | ||||||||||||||||||||||
5 = Strongly Agree | ||||||||||||||||||||||
5 | Include | It took a reasonable amount of time to do what I needed to do. | Y | Scale 1-5 | 1= Strongly Disagree | Process Efficiency | ||||||||||||||||
Disagree | ||||||||||||||||||||||
Neutral | ||||||||||||||||||||||
Agree | ||||||||||||||||||||||
5 = Strongly Agree | ||||||||||||||||||||||
6 | Include | How long have you had an online account with the IRS? | N | Radio Buttons | First time user | |||||||||||||||||
Less than 6 months | ||||||||||||||||||||||
More than 6 months, but less than a year | ||||||||||||||||||||||
More than a year | ||||||||||||||||||||||
6.1 | Include | How easy or difficult was the sign-up process for an online tax account? | N | Scale 1-5 | 1 = Very Difficult | If First time user selected for 6 | ||||||||||||||||
2 | ||||||||||||||||||||||
3 | ||||||||||||||||||||||
4 | ||||||||||||||||||||||
5 = Very Easy | ||||||||||||||||||||||
7 | Include | What was the purpose of your visit today? (Select all that apply.) | Y | Checkboxes | View my balance | |||||||||||||||||
Make an online payment | ||||||||||||||||||||||
View my payment history or activity | ||||||||||||||||||||||
View my filing history or tax records | ||||||||||||||||||||||
Set up a payment plan | ||||||||||||||||||||||
View or modify details of an existing payment plan | ||||||||||||||||||||||
View notices or letters | ||||||||||||||||||||||
View Economic Impact Payment (stimulus) information | ||||||||||||||||||||||
View advance Child Tax Credit payment information | ||||||||||||||||||||||
View or update personal contact information | ||||||||||||||||||||||
Other (please specify) | ||||||||||||||||||||||
7.1 | Include | Please rate your level of agreement with the following statement. The details of my balance were clear and easy to understand. (Please select "Don't Know" if your balance was not shown.) | N | Scale 1-5 | Strongly Disagree | If View my balance selected for 7 | ||||||||||||||||
Disagree | ||||||||||||||||||||||
Neutral | ||||||||||||||||||||||
Agree | ||||||||||||||||||||||
Strongly Agree | ||||||||||||||||||||||
Don't Know | ||||||||||||||||||||||
7.2 | Include | Please specify your other reason for visit. | N | Text | If Other (please specify) selescted for 7 | Free Response | ||||||||||||||||
7.3 | Include | What did you want to accomplish by viewing your notice or letter today? | N | Text | If View notices or letters selected for 7 | Free Response | ||||||||||||||||
8 | Include | If you could change or improve one thing about the online tax account tool, what would it be? | N | Text | Free Response | |||||||||||||||||
9 | Include | What did you like best about your experience today? | N | Text | Free Response |
Survey Type | Intercept | |||||||
Property | ||||||||
Targeting Logic | ex: URL, page path, parameter | |||||||
Page / Q. # | Include / Exclude | Survey Text | Required? | Answer Type | Answer Choices | Condition | Experience Cloud Field | Notes |
See updated BPP spec here: https://docs.google.com/spreadsheets/d/1SumhmxFhmuGajNAclpmQqNfQoUDaFUWs5d-PqgWIVDI/edit#gid=0 | |||
MEDALLIA EXPERIENCE CLOUD | |||
MEC Name | MEC Field ID | MEC Field Type | Included in Filter |
App ID (Mobile) | e_bp_digital_mobile_app_id_auto | Autoindexed Text | Yes |
App Version (Mobile) | e_bp_digital_mobile_app_version_auto | Autoindexed Text | Yes |
Browser Language | e_bp_digital_language_auto | Autoindexed Text | Yes |
Browser Name | e_bp_digital_browser_name_auto | Autoindexed Text | Yes |
Browser Version | e_bp_digital_browser_version_auto | Autoindexed Text | Yes |
City | e_bp_digital_city_auto | Autoindexed Text | Yes |
ClickTale Session URL | e_bp_digital_clicktale_session_url | Hyperlink | No |
Country | e_bp_digital_country_auto | Autoindexed Text | Yes |
Country Code | e_bp_digital_country_code_auto | Autoindexed Text | No |
Decibel Insight Session URL | e_bp_digital_decibel_insight_session_url | Hyperlink | No |
Device | e_bp_digital_device_hardware_type_auto | Autoindexed Text | Yes |
Device ID (Mobile) | e_bp_digital_mobile_device_id_auto | Autoindexed Text | Yes |
Device Marketing Name | e_bp_digital_device_marketing_name_auto | Autoindexed Text | Yes |
Device Model | e_bp_digital_device_model_auto | Autoindexed Text | Yes |
Device Vendor | e_bp_digital_device_vendor_auto | Autoindexed Text | Yes |
Digital ID | e_bp_digital_unit | Unit | Yes |
Digital Survey | e_bp_digital_itm_survey_alt | Alternative Set | Yes |
Form ID | e_bp_digital_form_id_txt | Text | No |
Form Name | e_bp_digital_form_name_txt | Text | No |
Glassbox Session URL | e_bp_digital_glassbox_session_url | Hyperlink | No |
Historical Data Flag | e_bp_historical_data_flag_yn | Enumerated | No |
IP Address | e_bp_digital_ip_address_txt | Text | No |
Is Mobile Device | e_bp_digital_device_is_mobile_yn | Enumerated | No |
Is Mobile Phone | e_bp_digital_device_is_mobile_phone_yn | Enumerated | No |
Is Tablet | e_bp_digital_device_is_tablet_yn | Enumerated | No |
Language Locale | e_bp_digital_language_locale_txt | Text | No |
Operating System | e_bp_digital_device_os_name_auto | Autoindexed Text | Yes |
Origin Type | e_bp_digital_origin_type_auto | Autoindexed Text | No |
Record Type - Digital All | e_bp_record_type_digital_all_yn | Enumerated | No |
Record Type - Digital Medallia Digital (MD) | e_bp_record_type_digital_md_yn | Enumerated | No |
Region | e_bp_digital_region_auto | Autoindexed Text | Yes |
Screen Capture URL | e_bp_digital_screencapture_url | Hyperlink | No |
Screen Resolution | e_bp_digital_device_screen_resolution_auto | Autoindexed Text | Yes |
SDK Version (Mobile) | e_bp_digital_mobile_sdk_version_auto | Autoindexed Text | Yes |
SessionCam Session URL | e_bp_digital_sessioncam_session_url | Hyperlink | No |
Tealeaf Session URL | e_bp_digital_tealeaf_session_url | Hyperlink | No |
Trigger Type | e_bp_digital_trigger_entity_type_auto | Autoindexed Text | Yes |
Unique Record ID | e_bp_digital_response_id_txt | Text | No |
URL Query Parameters | e_bp_digital_url_query_parameters_txt | Text | No |
Usable Screen Resolution | e_bp_digital_device_usable_screen_resolution_auto | Autoindexed Text | Yes |
UUID | e_bp_digital_uuid_txt | Text | No |
Responsedate | e_responsedate | Datetime | No |
User Replay Session URL | e_bp_digital_user_replay_session_url | Hyperlink | No |
Full Story Session URL | e_bp_digital_full_story_session_url | Hyperlink | No |
Quantam Metrics Session URL | e_bp_digital_quantam_metrics_session_url | Hyperlink | No |
Website URL | e_bp_digital_website_url | Hyperlink | Yes |
Development Cycle | k_bp_development_cycle_flag_combined_alt | Enumerated: 1 - Development (Default) 2 - QA 3 - UAT 4 - Demo 5 - Teach 6 - Live |
No |
Status | yyyy-MM-dd | ||||||
Summary | |||||||
This targeting specifications list the different targeting options for both the Always On (Button) strategic survey and the Intercept surveys. The spec is pre-populated with the Medallia best practice default values. This tab can be used as a guide for updating targeting rules. This spec is NOT required to be submitted to your professional services team. | |||||||
Targeting Option | Targeting Dsecription | Always-On | General Intercept | Behavioral Intercept | Key Questions/Comments | ||
Specific Device Type | Choose any combination of desktop, mobile and tablet. | Desktop, mobile, and tablet | Desktop, mobile, and tablet | Desktop, mobile, and tablet | Do you want to target specific devices only? What is website usage by device? Where is the digital prioritisation? Will all feedback across devices be used? |
||
Include Customers on URLs | Specify pages or URL paths on your website to include intercept survey targeting for. | None | None | None | Required, to ensure URL paths for surveys are delivered. | ||
Exclude Customers on URLs | Specify pages or URL paths on your website to exclude from intercept survey targeting. | None | None | None | Are there any URL paths for critical customer requests / needs, which should not be interrupted? | ||
Abandoning Customers | Target customers only as they intend to leave page, desktop only. | N/A | None | None | How to focus on seemingly points of failures in flow (abandoning page, straight from usage advice)? | ||
Number of Visits | Choose a specific customer visit number or minimum / maximum number of visits to trigger the intercept survey for (e.g. target only first visit, or only after sufficient usage). | N/A | None | None | Do we want to focus on new or returning customers (average yearly metric of returning visitors required for reference)? What impacts the returning customer metrics? |
||
Percentage of Visits | Target a representing set of the visitors. Choose a percentage of sessions on the website. | N/A | 5.00% | 5.00% | What is the desired volume of digital feedback? What constitutes a significant response sample size? |
||
Time in Session | Target customers after a minimum time in the session (multiple pages can be visited). | N/A | 300 seconds | 300 seconds | What defines sufficient usage for customers visiting the website (average metric required for reference)? How to ensure customers are not overly interrupted? |
||
Number of Pages Viewed in Visit | Choose a specific number of pages, minimum / maximum number of pages to trigger the intercept survey (e.g. target on the first page visited or only after sufficient usage). | N/A | None | None | What defines sufficient usage for customers visiting the website (average metric required for reference)? Do we want feedback from engaged customers or early interaction feedback? |
||
Time on Page | Target customers only after a minimum time on the page. | N/A | 30 seconds | 30 seconds | What defines sufficient usage for customers visiting the a specific page? How to ensure customers are not overly interrupted on a new page? |
||
Don't invite a customer that declined a historical invite | Avoid inviting the customer if they declined to provide feedback in the selected timeframe. | N/A | 21 days | 21 days | Digital specific quarantine - 30 days recommendation for other touchpoints | ||
Don't invite a customer that provided feedback | Avoid inviting the user if they already provided feedback in the selected timeframe. | N/A | 90 days | 90 days | Digital specific quarantine - 30 days recommendation for other touchpoints Option to distinguish between invitation and response provide |
||
Custom Targeting Rules | Advanced targeting rules to choose whether or not to intercept the customer. These involve references to information available on your website, using associated custom parameters (customer data). | None | None | Do we have any advanced specific use cases to address - such as target a customer at the end of a web chat experience with an agent? |
File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
File Modified | 0000-00-00 |
File Created | 0000-00-00 |