Pulseri What is a segment? Grouping people for surveys
A segment is a saved group of people picked by a rule, such as everyone on a paid plan or everyone who joined last month.
A segment is a saved group of people picked by a rule. The rule can use anything you know about each person, such as their plan, country or join date. Everyone who matches is in the segment.
An example
To ask only paying customers, make a segment called "Paid plans" with the rule "plan is not free". Next quarter, it includes new paying customers and leaves out anyone who cancelled. You never rebuild the list.
Why segments help
Different people need different questions. A new customer can tell you about setup. A customer of three years can tell you about the whole relationship. A fitting survey gives more useful answers and a higher response rate. Segments also exclude people who should not be asked, such as someone already in a support conversation.
How segments change
A segment is a rule, not a fixed list. A scheduled NPS campaign asks whoever is in the segment on the day it runs.
Keep reading
Related terms
NPS
How likely customers are to recommend you, from -100 to 100.
Event survey
A survey sent when something happens, such as a closed ticket.
Response rate
The share of the people you asked who answered the survey.
Ask these questions at the right moment
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