Mopinion

Details

Integration Type	Dynamic Variable Prefix
Voice of Customer	FB_MO_

To properly make use of the replay feature you need to either have 100% recording ratio or ETR (Event Triggered Recordings), please talk to your CSM about this.

Implementation

There are 2 steps to enabling this integration.

Step 1

Please go to the section How to request an integration to see the instructions to enable this integration. You can then return here once completed.

If you have already completed the step above then continue below.

Step 2

Configure the Mopinion surveys by completing the steps below.

Open Mopinion and configure each survey you want to track with a replay link.

Access the integrations section in the survey settings

Look for Contentsquare and enable it

Verifying it works

You can check that the data is being sent for your surveys by using the Chrome extension, it should look like the below.

You should see dynamic variables like this when a feedback campaign is displayed:

You should see dynamic variables like this when a feedback campaign is submitted:

Using The Integration

Contentsquare Platform Configuration

Mappings

A mapping should be configured to create a page for any of the artificial pageview possibilities mentioned in the list below such as when the feedback is opened etc. Use the following rule to achieve this:

Query contains cs_mopinion=feedback_displayed

Note: - It’s also possible to create a page for a specific feedback survey being opened. The format is as follows: cs_mopinion=feedback_displayed_surveyName

Once you have the page for the feedback widget you can look at reverse journeys to that page to find all of the common routes that people take to give feedback. If you combine this with good and back feedback scores you can see which journeys on your site result in good feedback and which result in bad feedback.

Behaviours

Once you’ve created your page you should create a behaviour for anybody that sees it as below. You can then use this to segment the traffic in any module for people that opened the feedback widget.

Segments

You can create segments relating to the feedback your visitors have given. If you search for FB_MO (which is short for Feedback_Mopinion) you’ll get a list of all the feedback that’s been given:

You will also have things like ratings, Goal Completion Rate, Customer Effort Score, Customer ID, Survey ID

Once you select the feedback you’re interested in you will then see all of the values Contentsquare has received. In the below you can see that for the rating question we have had visitors score us 10 or 8. Once we build these segments we can then find anybody who scores us 10 or 8 and look at that group at an aggregated level across any of the Contentsquare modules.

Finding Session Replays

Inside of Mopinion you will see a replay link in the feedback results

You can also see it in the data export

Dynamic Variable Possibilities

Var Key	Var Type
FB_MO_Feedback Displayed	Text
FB_MO_Feedback Trigger Method	Text
FB_MO_Feedback Submitted	Text
FB_MO_Goal Completion Rate	Text
FB_MO_Regular Rating	Number
FB_MO_NPS Rating	Number
FB_MO_Customer Effort Score	Number
FB_MO_Customer ID	Text
FB_MO_Survey ID	Text
FB_MO_title	Text

Artificial Pageview Possibilities

Survey Status	Query String
Feedback Displayed	cs_mopinion=feedback_displayed_formName
Feedback Submitted	cs_mopinion=feedback_submitted_formName