Live Satisfaction

Introduction

Live Satisfaction, as the name suggests, enables you to collect user feedback in real time and right from within Bucket for all your features. Every rating and feedback that is provided by a user is then merged into the "Satisfied" metric of the Feature Report – painting a holistic image of how your feature is performing and what your users are saying about the feature.

🚧
Before you get started:
Before you get started, make sure you have connected to Bucket using the Bucket Tracking SDK.
Find everything you need on GitHub

Enable Live Satisfaction

To get started, head over to the Bucket app, select the feature you would like to start collecting feedback on, go to Settings and click on Enable Live Satisfaction.

After enabling Live Satisfaction for a feature, you can change the following settings. — After enabling Live Satisfaction for a feature, you can change the following settings:

Define the Prompt question: The question specified here will be displayed to the user.
Set the Min. interactions before triggering: This defines how often a user needs to interact with a feature before the feedback widget is triggered. This is useful if you want to gather feedback from initial users or from users who have been using the feature for multiple times.
Set the Min. time after interactions (in seconds): This setting determines how much time passes before the feedback widget is displayed to the user. Use this to make sure the user is asked for feedback at the right time after their interaction.
Set the Max. time after interactions (in seconds): This setting defines how long the feedback widget will be shown to the user. If the user doesn't interact with the feedback widget in the time defined in this setting, it will automatically close. The remaining time can be gauged by the circle around the x. Once the circle is empty, the widget will disappear automatically.

After you enabled Live Satisfaction for a specific feature, the button Try out allows you to test the Feedback widget by sending it to a specific user. Simply select or search for the desired user and trigger the prompt.

Note: Please make sure you enabled Live Satisfaction and clicked on Save, before you test the feedback widget.

📘
Tip:
This is also useful if you want to send a feedback prompt to a specific user, e.g. after a customer or a feedback call.

How does it work?

When the Bucket Tracking SDK is installed in your web application, browsers using your application will automatically connect to the Bucket servers through a real time (Server sent events) connection. This allow the SDK installed in your application to react to any events that are sent to Bucket, even events you send through other means than the SDK itself, for example from your servers. Whenever you've enabled Live Satisfaction for a feature and the events configured for the feature is sent to Bucket, the Bucket servers may determine that it's time to prompt the user for feedback. The Bucket servers will send a message to the browser through the real time connection and the SDK will show the feedback prompt!

Global setting: Define the minimum time between asking for feedback

If you have enabled Live Satisfaction for multiple features, it is crucial to not overload a user with feedback prompts. By heading over to Settings, selecting Live Satisfaction and then choosing a desired time, you can define how much time needs to pass before any user is asked for feedback again. Please note that Bucket will never ask the same user for feedback on the same feature twice, regardless of the "Minimum time between asking for feedback" configured.

You can choose multiple times, ranging from 5 minutes to 3 month.

Behaviour of the default feedback widget

In it's default state (more on customization later), the widget will appear in the bottom right corner of your app and look like this:

Once a user interacts with the widget (e.g. by providing a CSAT score), it will expand to give the user the option to add a comment:

After a user leaves a comment, the widget will look like this, before it automatically closes:

Customizing the widget

📘
Get the full picture:
Head over to our GitHub for the full documentation: GitHub Documentation

The behaviour, language, positioning, content and design of the widget is fully customizable, so you can logically integrate Live Satisfaction into your app, while following existing UI and design guidelines.

Here's a glimpse of how you can tailor the Live Satisfaction feedback widget to your needs:

Positioning

The feedback widget can be configured to be placed and behave in three different ways:

Type	Description
Modal	A centered overlay capturing user focus for feedback.
Dialog	A soft push appearing in a specified corner, minimally intrusive.
Pushover	Anchored to a DOM-Element, ideally used to trigger feedback via a button click.

Language

Customize the language of the feedback widget, either statically at page load or dynamically during runtime.

Styling, UI

The styling and UI can be fully customized by applying custom CSS properties. More info can be found in the development example stylesheet. You can also replace the existing UI with your own and intercept the standard Live Satisfaction event to trigger your own. Check out the GitHub Documentation for the full rundown.

Global configurations

You have various other options to adapt Live Satisfaction to your needs, including the option to disable the automated feedback collection, overriding global defaults and more.

Feedback in the Feature Report

Every rating and comment provided by a user for a specific feature will immediately show up in the Feedback tab and the Feature Report for the selected feature.

You can identify where a feedback is coming from by checking the source column in the Feedback tab.

📘
Tip:
If you enable the option Notify on Feedback in the Feature Report, you will also receive a Slack notification for every new rating and feedback, so your team can see new feedback in real-time right within Slack!