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Customer voice - Measure drop-off

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Posted on by Lorenzo Dieryckx

Hi,

We have a three-step survey which is embedded on our website.

Our uses use it to request an account, so they have no login/contact/... yet when they're filling out the survey.

We want to measure the drop-off rate of users that start filling out the form.

How can we do this? I can't seem to find anything built-in in customer voice.

There's only the "partial submissions" feature, but the submitter needs a contact for that.

We could measure this via google analytics or GTM, but since the survey loads in an iframe from a different domain, there is no access whatsoever from the parent site.

How can we solve this?

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Dynamics 365 Customer Voice

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Nithin Krishna Boll... 34 on at

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Partial submission tracking in Customer Voice only works for authenticated users (contacts). Microsoft Forms or other survey tools may provide better drop-off analytics for anonymous users and allow step-level tracking. If possible, consider switching tools if drop-off analytics are a critical requirement.

One Alternate solution would be making use of Session IDs:

Track the loading of the iframe itself (i.e., "survey started") using your web server logs or a simple AJAX call when the iframe loads.

This won’t give you step-level drop-off, but will give you “start” vs. “completed submission” numbers.

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Lorenzo Dieryckx 9 on at

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Hi @Nithin Krishna Bollineni,

Thank you for your feedback.

Drop-off analytics are indeed a critical requirement, however, so is integration with dataverse.

I kind of expect drop-off metrics to be built-in into every self respecting survey product, as this is quite critical to optimize the effectiveness of a survey.

Posting something to e.g. google analytics when the survey loads would indeed be possible, but since I can't trigger another analytics message when the survey is submitted, I can't offer an all-in-one view of the drop-off metric to my customer.

I first looked into dynamics marketing forms, but those don't offer multi-page forms, nor comprehensive branching, like customer voice does.

Is there really no product available which integrates with dataverse and also offers modern form-building functionality such as analytics, branching, multi-page and easily adjustable by a non-technical person?

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Hamza H 1,807 on at

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Use Google Tag Manager to track when users view the survey iframe (start). Then, export completed submissions from Customer Voice. Compare the two to calculate drop-off. Direct step tracking isn't possible due to cross-domain iframe limits.

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