Transactional Surveys
Transactional surveys are questionnaires automatically triggered after the completion of a specific process or event on the user’s side. Unlike event-based surveys, they are not shown during the visit, but are delivered only after the process is completed—either immediately on the site or with a delay, allowing the customer time to reflect on their experience and emotions.
Examples of use:
After completing a purchase in an online store
After finishing a conversation with a consultant (via chat or call center)
After submitting a complaint or request
After completing account registration or activation
Characteristics of Transactional Surveys
System-Driven – These surveys are triggered based on client system data (e.g. CRM), usually via API integration, exported files, or events on the website or in the mobile app.
Highly Contextual – The questions are tailored to a specific situation the user has just experienced (e.g. rating an order fulfillment process).
Maximum Relevance – Users are asked about something that just happened or happened recently, making their feedback timely and more reliable.
Delivery Channels – Typically sent via email or SMS with a link to the survey; less commonly triggered directly on the site unless the process has just concluded there.
Why Use Transactional Surveys?
They allow you to measure experience quality at key brand touchpoints.
They provide insight not only into what happened but how the user felt about it.
They help quickly identify issues (e.g. with delivery, customer support, or forms).
