Transactional Survey
A survey triggered by a specific customer interaction or transaction.
Category
Methodologies
Full Definition
A transactional survey is triggered by a specific customer interaction, transaction, or touchpoint. Unlike relationship surveys that measure overall sentiment, transactional surveys capture feedback about particular experiences in real-time.
Characteristics of Transactional Surveys: - Triggered by specific events (purchase, support call, delivery) - Sent immediately or shortly after the interaction - Focus on that specific experience - Usually short (1-3 questions) - Higher response rates due to relevance
Common Transactional Survey Types: - Post-purchase surveys - Post-support ticket surveys - Post-delivery surveys - Post-onboarding surveys - After checkout feedback
Common Use Cases
Real-World Examples
Scenario
Immediately after a support chat ends, customer sees: "How easy was it to get your issue resolved today?" with a 1-5 scale.
Outcome
Company tracks CES per agent and identifies that Agent #12 has consistently high scores. They study her techniques and train other agents.
Scenario
After food delivery, customer receives SMS: "How was your order from Mario's Pizza? Reply 1-5." Customer replies "2" and gets a follow-up asking why.
Outcome
Customer explains pizza was cold. Restaurant identifies delivery zone is too large, reduces radius, and provides hot bags to drivers.
Scenario
After a car service appointment, customer gets an email survey about the service advisor, work quality, and wait time separately.
Outcome
Dealership discovers the service advisor gets 4.8/5 but wait time only 2.9/5. They add more service bays instead of retraining staff.
Related Terms
Relational Survey
A periodic survey measuring overall customer sentiment and loyalty over time.
Customer Satisfaction Score (CSAT)
A metric measuring customer satisfaction with a specific interaction, product, or service.
Customer Effort Score (CES)
A metric measuring how much effort customers expend to interact with your business.
Touchpoint
Any point of interaction between a customer and your company.