What pop-up survey tools do you use for measuring self-service?

V.J. Watkins

Self-service success and implicit case deflection are two of the key performance indicators for self-service, per TSIA's best practices. In order to accurately capture this, you need a pop-up survey on your self-service site that prompts users to indicate whether or not they found what they needed and if they would have opened a case if they didn't.

Can anyone please recommend your favorite pop-up survey tools for measuring self-service success and implicit case deflection?

Carlos Alves

We use Pendo to show navigation tips, assist onboarding, and capture survey/opinion data. It helps in combining navigation patterns data to satisfaction points.