A core part of an intercept program is the scenario. This is a JavaScript that is executed in the user’s browser (or mobile app) when they visit the web site. The scenario contains a specified set of conditions which, if met by the user, triggers the survey or invitation. A program can have many scenarios each defining a different set of conditions to be met - you must have one scenario for each situation, and there must be at least one scenario in a program. The JavaScript script controls the display of the invitations and surveys, and can check additional conditions such as the web page url, cookies, the date and time etc. It can pass custom data from the web site to a survey, it can add delays and it can implement behaviors. For example it could show the survey when the user is about to leave the page and moves the cursor to the address bar, or it could trigger an invitation when the user searches for something on the site but doesn’t find what they are looking for.
Each scenario can check for the specified conditions, select one invitation, container and survey from those linked to the program, and then display the invitation and/or survey as required. It can also include logic to create different combinations of invitations and containers, or cross-scenario interactions for example “if scenario 1 has been triggered, don’t trigger scenario 2” etc.
Important
When multiple scenarios are to be used in a script, the combined scenario script is created with the scenarios located in the order that they are listed in the program.
Drag and drop your scenarios to place them in the desired sequence.
Any global variables that may be needed in these scenarios must be created at the top of the list.
Note: If you want to pass data from the web page into the feedback survey, delay the loading of the survey invitation button until after the page load is complete.
Scenarios or Triggers (Adding Scenarios) are used to control when an invitation or survey pop-up is to appear. Common triggers include:
Time spent on site (regardless of page).
Time spent on a specific page.
Intent to leave a specific page.
The viewer has visited x number of pages.
The viewer has completed a specific transaction on a page.
Note: If no triggers are used with the options listed below, the invitation or survey pop-up will appear immediately the viewer opens the web page. This is not recommended as the viewer has no options, will feel "ambushed", and will probably just leave your website.
The segmented circle in the lower-right corner of each image below indicates the level of intrusiveness (and thereby irritation) to the user for the method.
A link that is always visible but is located "out of the way", for example on the edge of the web page, is the least intrusive method - show me. The viewer can click the link if and when he/she wants to reply to the survey. In this case, the link itself is the "invitation", so no other invitation is used.
Figure 1 - Persistent linkAn invitation that appears after a predefined set of circumstances (triggers) are met, that allows the viewer to open the survey in a separate window if he/she wants to respond, is next on the list - show me. If the user does not want to respond to the survey they can close the invitation, and if the user does respond they can then switch between the web page and the survey, giving them "freedom to decide".
Figure 2 - Invitation then separate windowAn invitation that appears after a predefined set of circumstances (triggers) are met, that opens the survey in the same window if he/she wants to respond, is getting more intrusive. If the user does not want to respond to the survey they can close the invitation, but if the user does agree to respond they are then "locked" into the survey until they have completed it.
Figure 3 - Invitation then same windowA survey that merely appears and takes over the web page window after a predefined set of circumstances (triggers) are met, without giving the viewer a choice, is most intrusive. In this case if the user does not wish to respond to your survey then they have no option except to leave your web page.
Figure 4 - No invitation, same window