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How do I segment my users so I can view NPS, CES, or CSAT by different filters?
How do I segment my users so I can view NPS, CES, or CSAT by different filters?
Sarang Bhatt avatar
Written by Sarang Bhatt
Updated over a week ago

Wootric Pro and Enterprise plan users can set custom attributes that will show up as filters inside of Wootric. This will give you the power to segment your users into groups meaningful for your business and report Net Promoter Score and other metrics for each of those groups.

For example, if you are an HR management tool, you may want to examine your NPS scores and feedback by employee type (i.e., manager, individual contributor). This may give you richer insight into your drivers of satisfaction, and whether these differ by user type.

To set up segmentation using our Intercom Messenger App, go to Wootric Settings -> Trigger Surveys -> Intercom Surveys and add the properties you wish to parse.

To set up segmentation using email templates, click here.

Setting up Custom Attributes for in-app surveys

In addition to the core user ID information (email) and signup date (created_at) fields that are included in the Wootric snippet, you can add up to 5 custom attributes as additional key value pairs as long as they are in string format. Common attributes we see customers add to the snippet include user type, price plan, and engagement.

Learn more in the Wootric docs

You add custom attributes within the Wootric JS code snippet or mobile SDK's as additional key/value pairs. Make sure to double check that your custom attribute keys always have a JSON-valid value; this means quotes around strings and sending null as a value when there isn’t a value for that user.

Wootric supports strings, Integers, Dates, Booleans and Arrays as values.

  • Keys cannot contain characters such as '$', '.' or the NULL character.

  • Values cannot be nested hashes.

Here's an example of custom attributes set within the Wootric snippet (labeled as properties)

What Custom Attributes can I send to Wootric?

Send any custom attributes you like to Wootric, as long as they are in string, integer, date, boolean, or array format. We find that the most meaningful attributes for Net Promoter Score, CSAT, and CES segmentation include things like user type, price plan, engagement, and geography.

Can I hide or show my Segments in my Dashboard?

Yes. You can choose to Edit Segments and this will take you to Manage Segments. There you can choose to Hide/Show Segments in your Dashboard. This will Hide and Show them for everyone who uses your Dashboard.

Can I change the name of a Segment in my Dashboard?

Yes. You can rename a segment. Note that this name is for use in the dashboard experience only. Any integrations (routing to slack or email alerts) or targeting survey sampling that require the use of a segment name/property will use the original API Name of the field captured in the Manage Segments table.

Is there a limit on the number of custom attributes I can send?

On our self-service plans, we limit you to 5 attributes.   Enterprise plans have higher limits. Each attribute can contain unlimited values, which will give you the flexibility to pass individual user data such as an activity date, an ID, or a number of transactions.

What does this look like within my dashboard?

The addition of custom attributes brings new functionality to your dashboard. Attributes show up on the left hand side of the dash, and can be selected to filter scores, trend graphs, and responses.

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