Surveys

Before you start

• Skip and Pause surveys are configured independently. Turning one on has no effect on the other.

• Answering the survey is always optional for the subscriber. There's no way to require an answer before the skip or pause completes.

• Skip or Pause must be enabled in your Customer Portal settings for the matching survey to work. If either is turned off, its survey tab is grayed out with a banner linking you to Storefront > Customer Portal to enable it.

• Answer option labels can't be duplicated within a survey. Since responses are grouped by label, two options with the same text would merge into one bucket in your analytics.

What is a Skip/Pause survey?

A Skip/Pause survey is a single question you add to the Skip and Pause actions in the Customer Portal so you can understand what's driving that behavior. The survey appears as a follow-up prompt after the subscriber confirms their skip or pause, it never blocks or delays the action itself.

Note: The skip or pause always completes as soon as the subscriber confirms it. Whether they answer, dismiss, or ignore the survey has no effect on the action itself.

How to set up a Skip or Pause survey

Step 1: Navigate to Surveys

In the left-hand menu of your Skio Dashboard, go to Retain > Surveys.

Step 2: Choose Skip or Pause

Select the Skip survey or Pause survey tab at the top of the page. Each has its own independent configuration and on/off badge with the same configuration steps below.

Step 3: Enable the survey

Turn on Enable survey to show it to subscribers after they skip or pause.

Step 4: Write your survey question and answer options

1. Enter your Survey question. Questions can be up to 120 characters, and a live character count shows how much room you have left.

2. Add between 2 and 8 Answer options under Answer options. Options display to subscribers in the order you list them here.

Warning: Editing or removing an answer option resets its response count to 0. Past responses keep the option label they were shown at the time, so a renamed or removed option won't match historical data.

Once your survey has responses, each answer option shows its response count and share, for example 412 · 43%, along with a total response count above the list.

Step 5: Add translations (optional)

1. Click Translations, next to Save changes, to open translations for the survey tab you're editing.

2. Use the language selector to choose a locale, or select an existing language to add or remove supported locales.

   

3. For each locale, enter a translated version of your survey question and each answer option. The original English text is shown alongside each field for reference.

4. Click Done in the modal, and then Save changes on the top right corner of the page. The locale will not appear as an option until the changes are saved.

Note: Translations are optional. If a translation is missing, or if you edit the English question or option text after translating it, subscribers see the English version until the translation is reviewed and updated.

Step 6: Preview and save

1. Use the Live preview panel on the right to click through the Skip or Pause flow as a subscriber would see it. Nothing is recorded from the preview.

2. Click Save changes to save your survey.

Customer experience

When a Skip or Pause survey is enabled, the subscriber sees it automatically after they complete a skip or pause in their Customer Portal. No setup is required on their end, and the survey never adds an extra step to the skip or pause itself.

FAQ