User Feedback for Shopify (Configure)

ComponentsEngineJS ProfilerMobile AppRPA Bot RecorderRUM JS

Availability2023.3 or later

Configure User Feedback for Shopify

Popup for Shopify shoppers

Configure the feedback experience

Match popup to store branding

Configure dashboards

Find and add Shopify dashboards

Troubleshooting

Resolve missing Shopify feedback

Configure User Feedback for Shopify

Enable the GermainUX feedback popup to collect feedback from real Shopify customers while they browse, search, add products to their cart, or complete other monitored journeys. Feedback is correlated with the customer’s session, page, actions, errors, performance, and Session Replay, helping teams understand both what the customer reported and what happened before the feedback was submitted.

Prerequisites

Before enabling feedback:

	Task
1	Deploy RUM JS for Shopify.
2	Confirm that Shopify sessions appear in GermainUX.
3	Identify the conditionsfor which Feedback Popup should be available.
4	Define privacy, consent, access, and retention requirements.
5	Prepare the Feedback Popup (customer-facing) styling.
6	Determine which teams will review and respond to feedback.
7	List the semi-automated and fully automated actions that should occur once a customer provides feedback (e.g., email confirmation, suggested solution, etc.).

Feedback capabilities

GermainUX can collect:

Positiveor negativefeedback
Customer comments
Real-timealert — Notifies your team as soon as feedback is submitted, giving you an opportunity to respond while you still have the customer’s attention.
AI analysis of the feedback — Analyzes the customer’s comment to help your team understand, categorize, and prioritize the feedback.

Then, GermainUX provides the full context behind the customer feedback, including Session Replay, so you can see exactly what the customer was doing and experiencing and understand what led to their positive or negative feedback. Go to: Germain Workspace > Analytics > UX Monitoring Profiles Select the profile used by the Shopify store, then enable the feedback feature.

Initialization script

Where an initialization script is required, use:

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

Add the setting before germainApm.start(settings). Do not call germainApm.start() more than once. If the Shopify profile already contains an initialization script, add the feedback setting to that existing script.

Configure the feedback experience

Configure the popup to match the store’s branding and the purpose of the feedback request.

Feedback choices

Configure the positive and negative choices. Available properties can include:

Icon
Label
Background color
Text color
Hover style
Selected style

Example labels:

Positive	Negative
Good experience	Poor experience
Yes	No
Helpful	Not helpful
Easy	Difficult
Found it	Could not find it

Use labels that match the question being asked. A generic thumbs-up or thumbs-down prompt may not provide enough context for analysis.

Prompt

Use one short, specific question. Examples:

Did you find what you were looking for?
Was this product information helpful?
How easy was it to complete this step?
Did checkout work as expected?
Are you satisfied with your shopping experience?
Was this support article helpful?

Avoid asking multiple questions in one prompt.

Customer comment

The optional comment field can help explain the selected rating. Recommended placeholder:

Please tell us what you need.

Requiring a comment can reduce response volume. Make it optional unless a specific use case requires an explanation. Supported positions can include:

Top left
Top right
Bottom left
Bottom right

Choose a position that does not obstruct:

Navigation
Cookie-consent controls
Chat widgets
Add-to-cart buttons
Checkout actions
Accessibility controls
Mobile navigation
Other fixed-position elements

Test the placement on desktop, tablet, and mobile layouts. Use parentSelector when the popup must be rendered inside a particular page container rather than attached to the default page location. The selector must:

Match a stable element
Exist when the popup is initialized
Be present on every targeted page
Avoid dynamic theme-generated identifiers

Test parentSelector after every material theme change.

Configure display rules

Use display rules to prevent excessive or irrelevant prompts. Consider:

Maximum displays per session
Maximum displays per customer over time
Delay before display
Minimum time on page
Display after a specific action
Display after journey completion

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Display after an error
Display after abandonment intent
Page and URL inclusion
Page and URL exclusion
Device type
Customer segment
Traffic source
Consent state
Sampling percentage

Avoid showing the popup immediately on every page load. Give the customer enough time to experience the page or complete the relevant action.

Privacy and security

Free-text feedback can contain personal, confidential, or payment-related information even when customers are asked not to provide it. Configure:

Comment masking or sanitization
Data-retention limits
Role-based access
Consent requirements
Geographic privacy rules
Export restrictions

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Sensitive-data detection, where available
Page exclusions
Audit access

Do not intentionally request:

Payment-card details
Passwords
Security codes
Authentication information
Government identifiers
Medical information
Other sensitive personal data

If the business requires follow-up, provide a separate approved contact field or support workflow rather than instructing customers to place contact details in an unrestricted comment.

Configure feedback KPIs

Use feedback KPIs to measure:

Total responses
Positive responses
Negative responses
Positive-response rate
Negative-response rate
Comment volume

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Unique customers providing feedback
Feedback by page
Feedback by product or collection
Feedback by journey stage
Feedback associated with errors
Feedback associated with slow performance
Feedback associated with conversion or abandonment

Feedback volume and feedback score should be analyzed together. A high score based on very few responses may not represent the overall customer population.

Configure dashboards

Go to: Germain Workspace > Dashboards > All Search for:

Shopify
Feedback
Insights for UX

You can also add a feedback portlet to an existing Shopify dashboard.

Recommended dashboard measures

Response Count
Unique Respondents
Positive Count
Negative Count
Positive Rate
Negative Rate

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Comments
Affected Sessions
Conversion Rate
Abandonment Rate

Recommended pivots

Feedback Choice
Page
Product
Collection
Business-Process Step
Error Category

Show all 13

Browser
Device
Country
Campaign
Customer Segment
Store
Environment

Recommended dashboard views

Feedback overview

Show:

Total responses
Positive and negative rates
Response trend
Most affected pages
Recent comments

Negative-feedback analysis

Show:

Negative feedback by page
Related application errors
Related slow operations
Related searches
Conversion outcome
Links to affected sessions and replay

Product and discovery feedback

Show:

Feedback by product
Feedback by collection
Search-related feedback
Search with no results
Product views and cart additions

Checkout feedback

Show:

Feedback by checkout step
Checkout duration
Checkout alerts
Payment declines
Application failures
Completion and abandonment

Configure alerts and reports

Create alerts only for feedback conditions that require timely action. Examples:

Sudden increase in negative feedback
Multiple negative responses for the same page
Negative feedback associated with checkout failure
New recurring complaint category
Negative feedback following a release
Feedback indicating a critical customer-impacting issue

Schedule reports for:

Weekly feedback trends
Most common complaint categories
Product and collection feedback
Checkout feedback
Feedback correlated with errors
Feedback correlated with conversion
Resolved versus recurring complaints

Avoid alerting on every individual negative response unless the store has a specific high-touch support process.

Analyze individual feedback

When reviewing an individual response:

Read the selected feedback and sanitized comment.
Identify the page, product, or journey step.
Review the customer’s preceding actions.
Check related errors and network requests.
Review page and interaction performance.
Open Session Replay when available.
Determine whether the issue is technical, functional, content-related, product-related, or policy-related.
Assess conversion and revenue impact.
Categorize the feedback.
Assign or track the appropriate action.

Use these classifications:

Classification	Meaning
User-facing application error	Software failure visible to the customer
Silent application error	Software failure not shown to the customer
User validation	Expected feedback preventing invalid input or action
UX friction	Software works, but the interaction is unnecessarily difficult
Content issue	Information is missing, unclear, or misleading
Product issue	Feedback concerns the product, price, availability, or offering
Policy issue	Feedback concerns shipping, returns, privacy, or another policy
Feature request	Customer is requesting new functionality

Validate the configuration

Test the feedback experience before production rollout. Verify that:

The popup appears only on intended pages.
The prompt and choices are correct.
Positive and negative responses submit successfully.
Optional comments are captured.
Confirmation behavior works.
The popup does not obstruct Shopify controls.

Show all 15

Desktop and mobile layouts work correctly.
Keyboard navigation works.
The popup is usable with screen readers where required.
Consent choices are respected.
Sensitive pages are excluded.
Feedback correlates with the correct session.
Feedback appears at the right point in Session Replay.
Dashboard KPIs update.
No duplicate feedback event is generated.

Troubleshooting

Confirm that:

RUM JS is loaded.
settings.plugins.feedback.enabled is true.
The initialization script reaches germainApm.start(settings).
The page matches the display rules.
Consent permits collection.
The customer has not reached the display-frequency limit.

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The configured parentSelector matches an existing element.
Theme styles do not hide the popup.
Another widget is not covering it.

Feedback submits but does not appear in GermainUX

Verify:

The Shopify application and environment names
Network access to the GermainUX environment
Consent and privacy rules
Feedback KPI mapping
Dashboard time range and filters
Data-retention and access permissions

Feedback is not linked to Session Replay

Confirm that:

Session Replay was enabled for the session.
The session was included by the replay sampling rules.
Consent permitted replay.
Feedback and RUM use the same application and session.
The feedback event occurred before the session ended.

Change its position, display rule, or parentSelector. Test against cookie banners, chat, accessibility controls, cart drawers, and mobile navigation.

Deploy Monitoring for Shopify
Configure Shopify Events
Configure Error Monitoring for Shopify
Configure User Feedback for Shopify
Check AI Insights and Automated Recommendations you can enable

Get Help

Contact GermainUX Support

The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

Can't find what you need?

Search all GermainUX docs with Ctrl + K, or use the feedback buttons at the bottom of this page to tell us what is missing.

The content of this document is proprietary to GERMAIN SOFTWARE.

Configure User Feedback for Shopify

Configure the feedback experience

Configure dashboards

Troubleshooting

​Configure User Feedback for Shopify

​Prerequisites

​Feedback capabilities

​Enable the feedback popup

​Initialization script

​Configure the feedback experience

​Feedback choices

​Prompt

​Customer comment

​Popup position

​Place the popup inside a specific element

​Configure display rules

​Privacy and security

​Configure feedback KPIs

​Configure dashboards

​Recommended dashboard measures

​Recommended pivots

​Recommended dashboard views

​Feedback overview

​Negative-feedback analysis

​Product and discovery feedback

​Checkout feedback

​Configure alerts and reports

​Analyze individual feedback

​Validate the configuration

​Troubleshooting

​The popup does not appear

​Feedback submits but does not appear in GermainUX

​Feedback is not linked to Session Replay

​The popup conflicts with another widget

​Related documentation

​Get Help

Contact GermainUX Support

Can't find what you need?

Configure User Feedback for Shopify

Prerequisites

Feedback capabilities

Enable the feedback popup

Initialization script

Configure the feedback experience

Feedback choices

Prompt

Customer comment

Popup position

Place the popup inside a specific element

Configure display rules

Privacy and security

Configure feedback KPIs

Configure dashboards

Recommended dashboard measures

Recommended pivots

Recommended dashboard views

Feedback overview

Negative-feedback analysis

Product and discovery feedback

Checkout feedback

Configure alerts and reports

Analyze individual feedback

Validate the configuration

Troubleshooting

The popup does not appear

Feedback submits but does not appear in GermainUX

Feedback is not linked to Session Replay

The popup conflicts with another widget

Related documentation

Get Help