The clearest, most visible way to divide the different survey "audiences" within your customer base is by using the AskNicely "Segment" field.

Two things about Segments up front:

  1. If you have a premium integration like HubSpot, Salesforce, or Shopify (for example), your segments will be automatically set for you as the name of the report (Salesforce/Hubspot) or the integration itself (Shopify). If this is your situation, you can skip this article. :)
  2. Setting up segments is not required for all CSV imports - however, if you want to do event-based (or "transactional") surveys with multiple audiences via CSV import, setting "segments" is the easiest approach to make that happen.

The concept behind Segments


Ideally, you will have one data point (like "Language" or "Customer_Tier" or "Type_of_service") that breaks the "audiences" for your surveys into clear sections. If this is the case, you can then make this data point the Trigger Field on the Manage Templates page, and make Survey Templates based off of the available options for that data point. If you are one of these lucky people, read about having multiple Survey Templates here.

However, the data breakdown is often not that simple. In this case, we recommend adding segments that will define the audiences within your People data. We will then set this as your Trigger Field, and name surveys based on those segments.

Define Your Audiences, Then Build Survey Templates Accordingly

  1. First: in a word or two, write down the names of your "audiences." By audiences, I mean the different groups of people that will need their own surveys to ensure messaging is correct for each group. For examples, let's go with "service", "salesquote", and "postpurchase" as examples. Note how I made them all lowercase with no spaces - this is to make them easy to copy and paste.
  2. Once you have chosen your audience names, go to Survey Templates > Manage Templates and choose "Segment" as your trigger field.
  3. Then, on the same Manage Templates page, click "Create a custom email template."
  4. In the "Name" field, copy and paste exactly the same name as one of your audiences. Repeat this process until you have a survey for each of your audiences: using our example from above, that would mean we now would have a survey called "service", "salesquote", and "postpurchase." To reiterate: your survey template names should be the exact same as the names of your audiences; these will also be the exact same as your segments.
  5. Now AskNicely is smart enough to know that if someone has "service" in their "Segment" field, they will get the "service" survey template you just created.
  6. Next, you will want to customize your new surveys according to the intended audience.
  7. Making progress! Now, we need to hop out of AskNicely and manually add a "segment" column to your CSV. The order of the columns matters, so make sure the segment column you are adding is always in the same column. In the case below, the "segment" data point is in column A.

8. Notice in the example above how we can import more than just one segment at a time. This is useful if you want to import all three of your audiences at once and survey them in one batch, rather than importing the different segments in three separate batches.

9. Ok, we are finally ready to import this guy! Click on People > Import People > Import from CSV. Click "Browse" to find your file (or drag and drop it in); the file will import, then you will be on the "Match Columns" screen.

10. On the Match Columns, locate the segment field you imported on the left hand side of the screen, then make sure it is matched to "Segment."

11. Click "Import CSV", double check your work on the "Confirm Matches" screen, then click "Import Contacts."

12. You will get a quick loading screen, and on the "Finished Import" page, you have two final choices to make:

  • The dropdown near the bottom of the screen will ask you if you want to deactivate everyone in the CSV, deactivate everyone not in the CSV, or Keep Everyone.
  • Finally, in light grey, there is a checkbox that says, "... and configure a blast to all contacts in this CSV (on next page)" next to it. If you click this checkbox, you will then be taken to a survey blast page, where you can survey everyone from the CSV. If you don't want to send a survey blast, don't check this box, click "Save and Continue", and you're done!

If you need some help understanding how to do "event-based" surveys via CSV imported, have a look at our article on Importing customers or this shorter FAQ that lays out the whole process for sending event-based surveys.

This segment concept is a bit of a tricky thing to wrap your head around, so let us know if this help article raises more questions than answers. Best of luck!

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