How to Launch a Transactional Survey

About this course

Summary

This course teaches you how to design and distribute transactional surveys for the two most impactful touchpoints in a B2C CX program: post-purchase and post-support interactions. You will walk through complete design examples for each survey type—including recommended metrics, question structure, and distribution timing—and then set up the event-based workflow infrastructure that sends surveys automatically when a transaction occurs in your external system. The course also covers how to apply contact frequency rules in XM Directory and add your transactional surveys to the Journey tab in your CX Program Hub.

Course Learning Objectives

Upon completing this course, you will be able to:

Design a post-purchase and a post-support transactional survey using recommended question types and timing guidelines.
Configure a JSON Event workflow in Qualtrics to trigger a survey distribution when a transaction occurs in an external system.
Map transactional data fields to XM Directory contacts and apply contact frequency rules to prevent over-surveying.
Add transactional surveys to the Journey tab in your CX Program Hub to visualize touchpoint performance.

Recommended For

CX Program Managers
CX Analysts

Features Covered

Transactional Survey Design (Post-Purchase and Post-Support)
Workflows: JSON Event
Workflows: Update XM Directory Contacts Task
Workflows: Send Survey via Email Task

Curriculum

The Value of Transactional Surveys
How to Distribute a Transactional Survey
What is a Transactional Survey and Why is it Important?
How to Build a Transactional Survey
How to Create a Post Purchase Survey
How to Create a Post-Support Survey
How to Preview and Publish a Survey
Plan Your Distribution Survey
How to Create your Survey Sample
How to Determine your Distribution Method
How to Optimize Survey Distribution
How to Distribute Your Survey
How to Set up Contact Frequency Rules in XM Directory

About this course