User Feedback (NPS)

Features

For Net Promoter Score (NPS), Germain offers a powerful capability that enables real users to provide their feedback in real-time through a popup that can be dynamically enabled and made visible on the monitored application. This feedback is crucial for assessing customer satisfaction and loyalty.

With Germain, the feedback collected through the popup is not only available at scale but also linked to user session recorded videos. This integration of feedback with session recordings provides valuable context and makes it easier to understand why users may have complaints or concerns.

By capturing user feedback in real-time, Germain enables businesses to promptly address any issues and improve customer satisfaction. The popup allows users to express their thoughts, opinions, and suggestions, providing a direct line of communication between users and the application owners or developers.

The feedback data collected through the popup is then aggregated and made available at scale. This allows businesses to analyze and measure the Net Promoter Score, which provides insights into customer loyalty and the likelihood of them recommending the product or service to others.

Furthermore, by linking the feedback with session recordings, Germain enhances the understanding of user experiences. Session recordings capture the user's interactions and behaviors within the application, allowing businesses to observe the user's journey and identify pain points or areas that may lead to dissatisfaction.

By combining feedback data with session recordings, businesses can gain deeper insights into the reasons behind user complaints or low NPS scores. This information empowers businesses to make data-driven decisions, prioritize improvements, and enhance the overall user experience.

In summary, Germain's real-time feedback popup, coupled with session recordings, provides a comprehensive view of user experiences and allows businesses to understand the "why" behind user complaints. This enables businesses to take proactive measures, optimize their offerings, and increase customer satisfaction and loyalty.

Feedback Popup

That Feedback Popup allows Real Application Users to click the Thumb Up or Thumb Down icon and/or provide comment.

Once a monitored user clicks on Thumbs Up or Down, it shows up on the recorded Session replay, so it is easier to understand a user’s feedback in context of what the user did.

Feedback Icon/Comments on User Session Replay RCA Dashboard

Feedback Column on Drill-through Dashboard

Feedback on Aggregate Dashboard

Deployment

Deployment for User Monitoring and Replay

Configuration

Popup’s look and feel or position are configurable. By default User Feedback popup is disabled and must be enabled per Monitoring Profile.

Enable

Enable this feature in Init Script by setting settings.plugins.feedback.enabled to true. The following code sample shows how it can be enabled and use popup default settings.

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);
...
settings.plugins.feedback.enabled = true;
...
germainApm.start(settings);

Disable

This configuration is not required as by default popup is disabled. The following code sample however shows how it can be explicitly disabled.

const settings = germainApm.getDefaultSettings();
...
settings.plugins.feedback.enabled = false;
...
germainApm.start(settings);

Custom Look and Feel

The following code sample shows how to enable this feature with custom look and feel (custom icon, label, background color for positive and negative inputs and custom comment field contnet) and position (bottom-right).

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);
...
settings.plugins.feedback = {
    enabled: true,
    positive: {
        icon: 'data:image/jpeg;base64,.....',
        label: 'I like this page',
        backgroundColor: 'green'
    },
    negative: {
        icon: 'data:image/jpeg;base64,.....',
        label: 'This page contains an error',
        backgroundColor: 'red'
    },
    position: 'bottom-right',
    comment: {
        position: 'right',
        commentHint: 'Tell us more',
        emailHint: 'Email',
        sendHint: 'Send'
    }
};
...
germainApm.start(settings);

Advanced Configuration

All the settings available on the settings.plugins.feedback object are listed below. Please contact us If you need any help with this advanced configuration.

/** Enable user feedback buttons if se to true. Default: false. */
enabled?: boolean;
/** Positive button settings. Default: icon: Default thumbs up icon, label: "Send positive feedback for this page", backgroundColor: '#22d249', parentSelector: document.body. */
positive?: FeedbackButton;
/** Negative button settings. Default: icon: Default thumbs up icon, label: "Send negative feedback for this page", backgroundColor: '#e10421', parentSelector: document.body. */
negative?: FeedbackButton;
/** Button absolute position. Default: 'bottom-left'. */
position?: 'top-left' | 'top-right' | 'bottom-left' | 'bottom-right';
/** Comment settings */
comment?: {
    /** Comment position relative to positive/negative button. Default: 'right'. */
    position?: 'left' | 'right';
    /** Hint displayed for comment. Default: 'Tell us more'. */
    commentHint?: string;
    /** Hint displayed for email. Default: 'Email'. */
    emailHint?: string;
    /** Hint displayed for send button. Default: 'Send'. */
    sendHint?: string;
    /** Additional styles attribute/value that will get applied to the comment elements. */
    styles?: Record<'container' | 'email' | 'comment' | 'send' | 'close', Record<string, string>>;
}
...
type FeedbackButton = {
    /** Image as data:image URI. */
    icon?: string;
    /** Button title that will show up on mouse over. */
    label?: string;
    /** Button background */
    backgroundColor?: string;
    /** Parent element to which this button will be appended. Default (if not provided): document.body */
    parentSelector?: string;
    /** Additional styles attribute/value that will get applied to this button. */
    styles?: Record<string, string>;
};

KPIs

Measures available with User Session Replay KPI:

• Positive Feedback Count (Total positive feedback count during this session)

• Negative Feedback Count (Total negative feedback count during this session)

• Feedback Comment Count (Total feedback comment count during this session)

APIs

APIs for User Monitoring and Replay

Component: RUM JS, RUM Ext

Feature Availability: 2022.1 or later