Medallia

In order to drive meaningful growth, Product and Customer Experience teams need to understand the impact that poor digital experiences have on their bottom line. With Fullstory + Medallia, you can leverage the qualitative and quantitative data of both platforms to prioritize the problems and solutions that have the greatest impact.

By integrating Medallia NPS scores into Fullstory, you’ll be able to contextualize what happens before, during, and after a user leaves feedback so that you can reveal the right remedy for your product or site. Additionally, leverage Conversions by Fullstory to uncover whether NPS or other feedback metrics are correlated to drags in conversion rates.

How to send Medallia Feedback Metrics (including NPS) into Fullstory

You can integrate the Fullstory and Medallia APIs together in your website with a few lines of code. Our integration pairs the Fullstory events API with the Medallia custom events API. As a logged in Medallia customer, you can access Medallia’s API documentation here. If you do not have access to this documentation, please contact your Medallia representative for more information.

We also have the following snippet that covers more scenarios: https://github.com/fullstorydev/integration-examples/blob/master/dist/medallia.js

Step 1 - Create an NPS survey form

Use the Medallia form builder to create a survey form with an NPS field. Existing Medallia customers can find details about how to use the Medallia form builder on the Medallia documentation portal.

Step 2 - Add the integration code to your website

The following lines of code need to be added into your website after Fullstory has been loaded:

window.addEventListener('MDigital_Submit_Feedback', function(event) {
  var _fs = window[window._fs_namespace];
  for (var i = 0; i < event.detail.Content.length; i++) {
    var content = event.detail.Content[i];
    if (content.type === 'nps' && content.value !== null) {
      var payload = {
      score_int: content.value,
      name_str: content.unique_name,
    };
    // ensure FullStory has been loaded
    if (_fs) {
      _fs.event('Medallia NPS', payload); // multiple NPS controls will result in multiple events
    }
  }
 }
});

Please note that if the Content object is missing from the Medallia feedback event, you should work with your Medallia representative to enable this behavior.

Step 3 - Search for sessions in Fullstory using NPS scores

After the integration code has been added to your website, you can search for “Medallia NPS” events and then filter further by NPS scores.

FAQ

Will the Medallia integration work within an iframe?

The integration will not function if the Medallia survey is within an iframe.