User Feedback for Shopify (Configure)

⚙️ 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:

✨ Feedback capabilities

GermainUX can collect:

Use the popup as an in-context feedback mechanism. It is not a replacement for customer support when the customer expects a direct response.

🚀 Enable the feedback popup

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:

Example labels:

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:

Avoid asking multiple questions in one prompt.

💬 Customer comment

The optional comment field can help explain the selected rating.

Configure:

Recommended placeholder:

Tell us what worked or what we could improve. Do not enter payment or other sensitive information.

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

🗺️ Popup position

Supported positions can include:

Choose a position that does not obstruct:

Test the placement on desktop, tablet, and mobile layouts.

⬇️ Place the popup inside a specific element

Use parentSelector when the popup must be rendered inside a particular page container rather than attached to the default page location.

The selector must:

Test parentSelector after every material theme change.

🎯 Target the appropriate Shopify pages

Feedback does not need to appear on every page. Configure targeting based on the question and business objective.

💡 Recommended use cases

⛔ Pages to treat carefully

Avoid or restrict feedback on:

For checkout feedback, a post-purchase or Thank You page is often less disruptive than an intermediate checkout step.

⚙️ Configure display rules

Use display rules to prevent excessive or irrelevant prompts.

Consider:

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

⏰ Trigger contextual feedback

Feedback is most useful when requested at a meaningful point in the journey.

Examples include:

Do not automatically interpret negative feedback as an application error. The customer may dislike a price, product, policy, or design even when the software operates correctly.

🔗 Correlate feedback with Shopify activity

Configure feedback so it can be analyzed with:

This correlation helps distinguish, for example:

🔒 Privacy and security

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

Configure:

Do not intentionally request:

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:

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

🔀 Recommended pivots

👁️ 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:

1. Read the selected feedback and sanitized comment.

2. Identify the page, product, or journey step.

3. Review the customer’s preceding actions.

4. Check related errors and network requests.

5. Review page and interaction performance.

6. Open Session Replay when available.

7. Determine whether the issue is technical, functional, content-related, product-related, or policy-related.

8. Assess conversion and revenue impact.

9. Categorize the feedback.

10. Assign or track the appropriate action.

Use these classifications:

✅ Validate the configuration

Test the feedback experience before production rollout.

Verify that:

🔧 Troubleshooting

❗ The popup does not appear

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.

• 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.

💥 The popup conflicts with another widget

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

📚 Related documentation

ℹ️ Get More Information

GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your Salesforce Experience Cloud environment.

Contact GermainUX Support.