User segmentation means to classify the contacts based on some predefined filters. It makes it easier to develop and implement different marketing and sales strategies for users with different values for same characteristics.
Unless your audience is very small and specific, you would want to classify and segment it effectively. The segmented audience can be targeted better. For example, you wish to send a survey only to the contacts who have consistently scored you bad (Average Net Promoter Score < 5), you can access this with the 'Lists and Segments' feature of the Zonka Feedback platform.
Without a proper segmentation and targeting strategy, you might end up reaching out to everyone at once, which could lower the success rate.
In Zonka Feedback, we can create two types of segments - Static Segments
and Dynamic Segments.
In this article:
What are the requirements for enabling this feature?
You can use this feature if you have an active Zonka Feedback account. Different plans may allow you to create different number of segments. If you reach the segment limit, you’ll need to upgrade. You can view all the pricing and plans here.
What is a Static segment?
A static segment is not updated automatically. You will have to manage the users in this type of segment manually. You can add and remove contacts in the segments by simply following these steps -
Create a static segment called Favourites. How?
Go to the list of Contacts.
Select the contacts you wish to add to the Favourites.
Select the segment name from the list of segments from the "Add or Remove Lists" drop down.
Click on "Apply" to save the changes.
How to create a static segment of contacts?
You can create a standard segment of contacts by following the steps below -
Go to ‘Contacts’ in the main navigation menu.
In Contacts’, click on the ‘Segment’. You will see the option to Add a Segment.
Enter the name and description of the segment.
Select the type of segment - ‘Static Segment’.
Select the type of users between anonymous and known users.
Then you can create the conditions based on the contact attributes listed in the table below.
Each filter will have following fields to be added to complete a condition
1. Contact Attributes
2. Operators
3. Field Value
Click on ‘Create’.
You will have to assign this segment to the selected contacts manually.
What is a dynamic segment of contacts?
Dynamic segmentation means that the list of contacts within the segment are updated automatically. Once created, this list will keep on changing based on the segment conditions and filters you add in it.
You wont be able to add contacts to this list manually like the way you can do with standard segments.
How to create a dynamic segment of contacts?
You can create a dynamic segment of contacts by following the steps below
Go to ‘Contacts’ in the main navigation menu.
In Contacts’ drawer menu, click on the ‘List and Segment’. You will see the form to create a new segment.
Enter the name and description of the segment.
Select the type of segment - ‘Dynamic’.
Create the segment conditions by selecting the Conditional Operators on the filter - ALL/ANY Operator, and select the type of contacts you wish to target - Anonymous Users on your website or Known Users on your product portal.
You can add one or more filters to create this condition.
FILTER NAMES | DESCRIPTION | INPUTS REQUIRED |
Contact Attributes |
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Country | The value for the country question in your survey will be compared with the inputs. | Selection of the country name in the list of countries |
Language | The value for the language question in your survey will be compared with the inputs. | Selection of the language name in the list of languages |
Time Zone | The value for the language question in your survey will be compared with the inputs. | Selection of multiple time zones are allowed. |
Anniversary | The value for the anniversary question in your survey will be compared with the inputs. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Birthday | The value for the birthday question in your survey will be compared with the inputs. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Gender | The value for the gender question in your survey will be compared with the inputs. | Selection of the gender name in the list of genders |
Last Updated Date | The value for the Last Updated Date question in your survey will be compared with the inputs. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
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Visit Analytics |
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First Seen Date | The value for the First Seen Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Last Seen Date | The value for the Last Seen Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Pages Visited | The URL of the web pages the contact has visited on the website. | The string for comparison with the page title is required based on the selected comparison criteria - contains, does not contain, starts with, ends with. |
Number Of Pages Viewed | The number of the web pages visited by the contact in the last session. | The number should be compared with the value provided based on the selected criteria - is equal to, is less than, is more than, is between. |
Number Of Sessions | The number of the web sessions started by the contact in the last session. | The number should be compared with the value provided based on the selected criteria - is equal to, is less than, is more than, is between. |
First Visited Source | The URL of the web pages the contact has visited on the website | The string for comparison with the source title is required based on the selected comparison criteria - contains, does not contain, starts with, ends with. |
Last Visited Source | The URL of the web pages the contact has visited on the website | The string for comparison with the source title is required based on the selected comparison criteria - contains, does not contain, starts with, ends with. |
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Scores |
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Average NPS | The average NPS score collected from a contact. | The value should be compared with the value provided based on the selected criteria - is equal to, is less than, is more than, is between. |
Average CES | The average CES score collected from a contact. | The value should be compared with the value provided based on the selected criteria - is equal to, is less than, is more than, is between. |
Average CSAT | The average CSAT score collected from a contact. | The value should be compared with the value provided based on the selected criteria - is equal to, is less than, is more than, is between. |
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Survey Interactions |
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Last Response | The value for the Last Response Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Last Web Widget Shown | The value for the Last Web widget Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Last Email Sent | The value for the Last Email Sent Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Last SMS Sent | The value for the Last SMS Sent Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Last Survey Viewed | The value for the Last Survey Viewed Date captured for the contact. | The date has to be selected along with the comparison criteria - before, after, on or in between. |
Survey Location | The value for contact location in your survey will be compared with the inputs. | Selection of the location name in the list of languages |
6. Finally, click on ‘Create’. The segment is saved.
What are different types of visitors/contacts we can track?
We have two types of visitors -
Logged In Visitors
The visitors which are subscribed to your portal, they are essentially logged in to your system and taking the survey. This concerns mainly the in product feedback scenario and works best for SAAS platforms.
Anonymous Visitors
The visitors which are visiting your web pages anonymously taking the web surveys without logging in will be treated as the anonymous visitors.
What happens when I delete a segment?
Deleting a segment does not delete the data. Deleting a segment only deletes the view of the data you’ve created through the segment process.
Can I edit a segment?
You can’t edit a segment. You can only delete it. As mentioned above, deleting a segment does not delete the data.
FAQs
What happens if I reach my segment limit?
You’ll need to upgrade your plan to create more segments. Check plans here.
Can I move contacts from one segment to another?
For static segments, you can manually add or remove contacts. For dynamic segments, contacts are automatically added or removed based on conditions.
Can I use both static and dynamic segments together?
Yes, you can combine both types to create more targeted campaigns.