Segment integration

SatisMeter collects customer feedback through Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and product-market fit (PMF) surveys. After you enable SatisMeter in Segment, SatisMeter can survey your customers using the user data you already send to Segment.

This article explains how device mode and cloud mode affect surveys. It also covers enabling the integration, identifying users, and sending survey events back to Segment.

In this article:

• How surveys display with device mode and cloud mode
• Getting started
• Identifying users
  • Client-side integration
  • Server-side integration
• Sending data from SatisMeter back to Segment (optional)
  • Adding your Segment write key
  • Choosing the traits and events SatisMeter sends
• Troubleshooting

How surveys display with device mode and cloud mode

SatisMeter shows surveys only when it runs in the person's browser. That happens when you connect Segment in device mode or when you install the SatisMeter snippet on your website.

Cloud mode can't display surveys on its own. It still sends useful data to SatisMeter:

• It updates each person's traits in SatisMeter.
• Its track calls can fire event triggers. The triggered survey shows on the person's next page or next SDK call, as long as the trigger's max delay hasn't passed.

Note: If you only connect Segment in cloud mode, use device mode or the SatisMeter snippet as well so the widget can appear. To learn how triggers and targeting decide when a survey shows, see How SatisMeter decides who sees a survey.

Getting started

Enabling the integration links your SatisMeter project with your Segment project. To enable it:

1. Sign up for SatisMeter.
2. In the SatisMeter dashboard, go to Settings > Installation > Segment.com.

3. Click the green Enable with Segment button.

   

Identifying users

SatisMeter needs to identify your users to target surveys at the right time. You can identify users on the client side, and add more traits from your server.

Client-side integration

Identify users by calling the analytics.identify method from the analytics.js library. We recommend sending the name, email, and createdAt traits. SatisMeter also collects any other traits you send and shows them next to each response.

Here's an example of the identify call:

analytics.identify('007', {
 name: 'James Bond’,
 email: ‘007@sis.gov.uk’,
 createdAt: ‘2015-06-16T09:19:47.155Z’
});

Always send the createdAt trait. It tells us how long each person has used your service, so we can survey people who already have some experience with it. For details, see User traits: First seen vs. Created At.

Server-side integration

You can also send traits that aren't available on the client side, using one of Segment's server libraries. SatisMeter adds these traits to the responses it collects from your users.

Sending data from SatisMeter back to Segment (optional)

We can send completed responses to Segment, which then distributes them to all your other Segment integrations.

Adding your Segment write key

To connect SatisMeter to your Segment source:

1. In SatisMeter, go to Settings > Integrations > Segment.

2. Copy your Segment write key into the field.

   

The write key looks like this:

8lnHXS8z3lkCyNkFlggIvd59M2BXdSHn

If you're not sure where to find it, follow Segment's guide to finding your Segment write key.

Choosing the traits and events SatisMeter sends

After you connect SatisMeter to Segment, you can choose which traits and events each survey sends. Click the survey's name to see your options:

By default, SatisMeter sends these events to Segment. You can rename each event per survey.

• Viewed NPS Survey: SatisMeter shows the survey to the person.
• Answered NPS Survey: The person answers a question. SatisMeter sends this event for every answer, not just the first one.
• Completed NPS Survey: The person submits a completed response. A response is completed when it has at least one answer and every shown required question is answered, even if the person skips other questions.
• Closed NPS Survey: The person closes the survey without answering any questions.

You can also add event properties to each mapped event:

Troubleshooting

Most display problems come from how SatisMeter runs on the page, how users are identified, or how targeting is set up.

The SatisMeter widget doesn't show up

Check these points in order:

1. Make sure SatisMeter runs in the browser, through device mode or the SatisMeter snippet. Cloud mode alone can't display surveys.
2. Make sure you send an analytics.identify() call when the page loads.
3. Make sure the survey has a reason to show. The widget only displays to people who match your targeting settings.
4. Make sure you send the createdAt trait in the analytics.identify() call. Without it, SatisMeter uses the first-seen date, so first surveys can appear several weeks after installation.

You can change the targeting settings in the Targeting section of your SatisMeter settings. For more checks, see Survey not showing? Troubleshooting checklist.

See also

• One-Click installation via Segment
• Error when installing via Segment
• Custom user traits
• Targeting
• Survey not showing? Troubleshooting checklist