Introduction

Understanding customer preferences is key to delivering personalized product offerings and boosting user satisfaction. 

In this article, we will explore how to create a multi-step survey form targeting users who clicked an offer pop-up but did not add the product to their cart within 15 minutes.

By deploying this survey, businesses can collect valuable feedback to understand why users hesitate and gain insights into their product preferences and behavior. This information can be used to refine product offerings and optimize the user experience, ultimately driving higher engagement and conversion rates.

Expected Result

The goal is to collect detailed feedback from users regarding their product preferences, reasons for not adding products to the cart, and overall experience with the app. This information will help refine product offerings and enhance user engagement.

Create an In-App Campaign

In this section, let us create a multi-step survey form that gathers valuable feedback from users who showed initial interest in an offer but did not complete the purchase.

Step 1: Target users

1. Navigate to the sidebar on the left and click Engage > Campaigns and click + Create campaign, or click + Create new > Campaign.
2. Under Inbound, click In-app.
   
   You are taken to the first step "Target users" of defining your campaign.
3. Enter the following details:
   • Campaign name: Enter a name for the campaign. For example, "Multi-step survey campaign."
   • Campaign tags: Select the relevant campaign tags.
4. In the Target Platforms section, select iOS.
5. In the Trigger Criteria section, select On custom event. Target users who clicked a pop-up offer (in-app clicked) but did not add any product to the cart within 15 minutes. It can be configured as shown below:
   
6. In the Target audience section, select All users because we have already added the required trigger condition.
7. Click Next to move to the second step, "Content," where you can define the content that will go into your campaign.

Step 2: Content

MoEngage In-App campaign offers a variety of templates for all your use cases. It also provides the option to start from scratch.

1. Select the template you want to show the user. Select the Survey check box from the filters on the left side of the template listing page. Select the Survey Popup - Multi Screen template. You can customize it on the Template Settings page.
   

2. Configure the survey steps:
   For our use case, we will configure our survey template as follows:

   • Page 1: Introduction

     • Text: "Help us improve. You’re awesome for using our product and we want to make it even better for you. Start survey."

     • Action: Button to start the survey.

   • Page 2: Product Preferences

     • Text: "Which of these products do you like?"

     • Question Type: Multiselect question.

     • Options: List of product categories or specific products.

   • Page 3: Product Feedback

     • Text: "What do you like about the products?"

     • Question Type: Text area for open-ended responses.

   • Page 4: Purchase Frequency

     • Text: "How often do you buy on our app?"

     • Question Type: Single select question.

     • Options: For example, "Daily," "Weekly," "Monthly," "Rarely."

   • Page 5: Experience Rating

     • Text: "How would you rate your experience on our app?"

     • Question Type: Single select question.

     • Options: For example, "Excellent," "Good," "Average," "Poor."

   • Page 6: Thank you screen

     These pages are already defined in the multi-page survey template. You can also change them according to your use case. For more information on configuring this HTML template, refer here.
     
     

3. Click Next to move to the third step, "Schedule and goals," where you can define your campaign's schedule and goals.

Step 3: Schedule and goals

Here, you can select the campaign schedule, add the conversion goal, choose the campaign's priority, and define custom delivery controls.

1. In the Send campaign section, define when you want to start and end your In-App campaign with the frequency and limits.
2. In the Conversion Goals section, add conversion goals that you would like to track.
3. In the Campaign priority section, assign a priority to this campaign. Assigning a priority helps you decide which In-App message to show to a user when they are eligible for more than one message at a specific time. For example, selecting Critical ensures that the users will always see this even when there are other campaigns for which they are eligible.
4. In the Delivery Controls section, define the controls based on your requirements. For more information, refer to Create In-App Campaign. 
5. Click Publish.

Data Collection and Analysis

1. To view the collected survey responses and users who submitted them, you can go to Segment > Create segment.
2. Filter based on the response submitted event as shown below:
   

Conclusion

In this use case, we created a multi-step survey form that helps gather valuable feedback from users who showed initial interest in an offer but did not complete the purchase.

This automated campaign provides deep insights into customer preferences and app experience, enabling businesses to make data-driven improvements and foster better user engagement.

Now that we have published the campaign, we can track its CTR and conversions (if defined) to understand its performance. For more information, refer to In-App Campaign Analytics.