Focus on the survey responses that matter most
Surveys are a great way to bring the voice of the customer to your decision-making. There’s no substitute for hearing what users think in their own words. That said, posting a survey on your website can generate a lot of responses and some will inevitably be more valuable than others.
That’s why we’ve introduced lots more ways to filter your survey responses in Hotjar:
- Filter by user attributes when you want to focus on responses from specific segments of users based on data you already know about them
- Filter by country when you’re interested in responses from specific countries
- Filter by device when you want to get feedback from users of specific device types
- Filter by rating when the survey includes a reaction question type and you want to focus on positive/negative feedback
- Filter by recording when you need additional context and only want to see responses where a recording of the user’s session is available.
Not all feedback is created equal
User feedback is always appreciated but, depending on what you’re trying to learn, you might want to focus on particular segments of users based on their profile or their experience on your site. Let’s look at some examples for inspiration.
High-value customers in key target markets
Feedback from freemium users is important for sure, but if you want to prevent churn and continue to grow your business, sometimes you need to focus on your paying customers. Send a user attribute to Hotjar with “plan” or “monthly revenue” then use it as a filter to only show responses from your high-value customers. Narrow it down further by adding the country filter to see what high-value customers from your key target markets had to say.
Users who’ve had a negative experience on mobile
Positive feedback feels great, like a pat on the back for all your hard work, but we often learn more from users who’ve had a negative experience. Add a reaction question type to your survey then use it as a filter to only show responses from users who gave a low rating. Focus your results further by adding the device filter and get feedback from users who had a negative experience on mobile.
Users who didn’t provide enough context
We’ve all been there. A user gives a low rating on your NPS survey (not likely to recommend to a friend!) and the reason they provide is super vague: “it doesn’t work” or “I don’t like it”. If you find yourself with more questions than answers from your survey responses, you can now apply a filter to show only responses where a recording of the user’s session is available. Watching the recording to see exactly what their experience on your site was like will give you that all-important context.
How to get started
Don’t have any surveys to filter just yet? No problem - you can create one in just a few clicks using our library of expert-built survey templates.
Recording and rating filters are available on all Hotjar plans, just log in or create a free account.
User attributes, country, and device filters are only available on Hotjar Business and Scale plans. If your site isn’t already on Business or Scale, you can start a no-commitment 14-day free trial of Business. This will give you plenty of time to try out these filters and all of our other Business features before deciding if they’re worth the upgrade.