Surveys, feedback and studies

Numbers tell you where people drop off. Surveys, feedback and studies tell you why. Metrickle keeps all three next to your analytics, so every answer and every report links to the journey behind it, and you can see whether people using an accessibility setting are the ones struggling.

Each app has three research pages in the sidebar: Surveys, Feedback and Studies. The switches for the feedback widget live in the app's Settings, under Research.

Surveys

A survey is a short set of questions shown inside your app or site. Answers are stored as events, so you can filter journeys, replays and friction by what people said.

Question types

A survey has between 1 and 10 questions. Each question can be required or optional, and scale questions can have labels for the lowest and highest score.

Create a survey

1. Open your app and choose Surveys.
2. Choose New survey and give it a name.
3. Work through the steps: Questions, Audience, Timing, Follow-up and Review.
4. Use Preview at any point to see the real survey on the page. Preview answers go nowhere.
5. On Review, add a thank-you message if you want one, choose a Status and save.

Keep it short. One rating and one follow-up question gets the most answers.

Choose who sees it

On the Audience step, leave everything open to ask everyone, or narrow it:

• Platforms: none selected means every platform.
• Only people using: show the survey only to people using an accessibility setting, such as a screen reader, keyboard or large text. Use this for research with assistive technology users.
• Only signed-in users: people your app has identified.
• App versions (optional): comma separated. 2.4* matches every 2.4.x version.
• Share of eligible users (%): lower it to ask fewer people on busy pages. A given person is either always in the share or always out of it.

Choose when it shows

On the Timing step:

• Show: As soon as eligible, On a page or screen (use * to match a path prefix) or After an event.
• Delay (seconds): wait so you don't interrupt the moment you're asking about.
• Frequency: Once per user, Until answered (asks again after a dismissal, every so many days) or Recurring (asks again every so many days).
• Start and End (optional): leave them empty to start when the survey goes live and run until you pause it.

Draft, Live and Paused

Putting a survey live is a decision a person makes in the dashboard. It needs the permission "Put surveys live, change or delete them", which Owners and Admins have. Someone who can only draft surveys sees Save draft instead, and can't change a survey while it's live. A connected AI assistant can draft a survey for you, but never put it live.

Each plan limits how many surveys can be live at once. See plans and billing.

Surveys need to remember who has already answered, so they don't show to visitors in cookieless mode.

Read the results

Select a survey to open its Results. The top row shows Shown, Responded, Response rate, Completed (answered every question) and Dismissed. Answers appear within a minute.

Each question has its own card with the distribution of answers. Scored questions are split into bands, such as NPS detractors (0–6), passives (7–8) and promoters (9–10). Next to each band are links to Journeys, Replays and Friction, filtered to the people who gave that answer. Open-text answers each link to the person's journey.

Feedback

Feedback is what people send you when something goes wrong. Every report carries the page, device, app version, the accessibility settings in use and a link to what the person did before sending it.

The feedback widget

People choose what kind of feedback they're giving. Each category shows in the inbox with a short label:

To set up the widget:

1. Open your app, choose Settings and find Research.
2. Under Accept feedback from, choose the platforms that can send feedback.
3. On web, tick Show a feedback button on web to add a floating button. Set its Button label and Position. Without the button, open the dialog from your own interface with metrickle.feedback.open().
4. Leave Allow screenshots on to let people attach a screenshot. The browser asks permission every time, and people can highlight or hide parts of the image before sending.
5. Choose Save research settings. Changes reach your app within a minute.

On iOS, Android and Flutter, feedback is available through the SDK. See Install Metrickle.

A problem report counts against a task. If someone finishes a task and then reports a problem within 7 days, the completion is taken back, so a task's success rate reflects what people actually got done. An idea never takes anything back. A report tagged as an accessibility barrier counts against the setting the person was using. See protected flows.

Triage the inbox

1. Open your app and choose Feedback.
2. Filter by status (New, Triaged, Resolved or Any status) and by category.
3. For each report, set the status with the New, Triaged and Resolved buttons.

Each report links to the person's Journey. If they were recorded, a Replay link opens the session, and a Screenshot link opens what they attached. Replays and screenshots need the permission "Watch session replays and see feedback screenshots", which the Viewer role doesn't have.

Members, Admins and Owners can change a report's status. Viewers see the status but can't change it.

Support tickets in the inbox

Connect Zendesk or Intercom and new tickets and conversations come into Feedback alongside in-app reports, each linking back to the original in your support tool. Metrickle sorts them into the same categories using tags and keywords, and can match the person who wrote in to someone in your analytics. A matched ticket can take back a task the person finished in the 7 days before, in the same way as an in-app report. You connect a support tool on the app's Integrations page. See integrations.

Create an issue

With an issue tracker connected, each report has a Create issue link. Metrickle drafts the issue from the report, you edit anything you want, and it goes to the tracker connected to the app. Metrickle measures the result 7 days after the issue is closed.

Studies

A study is the deeper dive after a survey: you talk to the people who answered, or watch them try a task. Open your app and choose Studies, then New study.

Moderated or unmoderated

The study setup has these steps: Goal, Tasks, Participants, Availability (moderated only) and Review.

• Goal: pick the kind of study, write a Hypothesis and, if you want, link the Live task it explains or Live funnel it explains. Results then put the live numbers next to the study's.
• Tasks: for an unmoderated test, each task shows one at a time in a panel on your site. Describe the goal in the participant's words, without naming the buttons or pages to use. Add a success step (a page or event) so Metrickle can tell when it's done. After each task, people are asked how easy it was on a 1 to 7 scale. For a moderated session, the tasks are your session guide.
• Participants: the Intro for participants, an optional Incentive (Metrickle never handles payment), the number of Participants to stop at and, for an unmoderated test, the Start URL on a site running the Metrickle web SDK. You can also ask to record their session, masked like your replay settings. People can say no and still take part.
• Availability: your time zone, weekly hours, session length, break between sessions, minimum notice, how far ahead people can book, sessions per day, and the meeting link and host name participants see.

A study is Draft, Recruiting or Closed. Only a Recruiting study takes new people. Closing it keeps the results.

Recruit participants

There are three ways in:

• From a survey: on a survey's Follow-up step, choose the study and write the invitation. After their last answer, people are asked if they'd take part. You can invite everyone who finishes, or only people with a matching answer, such as NPS detractors. Nobody is invited while the study isn't Recruiting.
• Recruiting link: copy it from the study's setup and share it. Anyone with the link can join while the study is recruiting.
• By hand: on the Participants (or Sessions) tab, choose Invite someone to create a personal link for one person. Metrickle doesn't email it, so copy it and send it yourself.

When someone books a moderated session, they're asked whether there's anything you should do to make it work for them, such as captions, a screen reader friendly setup, extra time, breaks or a sign language interpreter. Their answer shows under Access needs in the participants list. Names, emails, access needs and survey answers are personal data, so they need the permission "See study participants' details". The Viewer role doesn't have it.

For a moderated session, open Session guide next to a participant to take notes on each task and write a summary while you run the call.

Read the results

The Results tab shows how recruitment went (Invited, Opened, Booked or Started, Completed, Canceled and, for moderated studies, No-shows) and a card for each task with its success rate.

Each task is broken down by accessibility setting. A setting is marked Clearly worse when its success rate is 15 points or more below the task's overall rate, once it has at least 3 attempts. Below that, it says Too few attempts to say.

Record a verdict

Under Hypothesis, the study's results sit next to what happens in production for the task or funnel you linked. When you've seen enough, answer Is the hypothesis supported? with Supported, Refuted or Inconclusive, add why, and choose Record verdict. Your team sees the verdict and who recorded it.

Who can do what

A custom role can include any of these. See team and access.

Related

• Heatmaps and session replay
• Accessibility breakdowns
• Integrations
• Privacy and cookieless mode