What are Survey Actions?
Actions in KnoCommerce are post-survey events or content that display to the customer once they finish (or based on how they answer) a survey. Think of them as the next step you want a customer to take after giving feedback.
Here's an example of an Action prompting a mobile app download:
Available on Analyst plans and above.
Actions can be things like:
“Thank You” Discount: Show a one-time promo code as a reward for completing the survey.
Product Review Prompt: If a customer gave a high satisfaction rating, present a button to write a review (e.g., opening your reviews app).
Refer-a-Friend Invite: If a customer said they heard about you from a friend, show a referral link for them to refer others (or just encourage sharing).
Social Follow: Ask the customer to follow your brand's Instagram, or other key social channel
VIP Signup: Invite them to join your VIP or loyalty program if they aren’t already.
KnoCommerce provides a set of built-in action Action templates and integrations to help you get started.
The beauty is, Actions happen immediately when interest is highest – right after or during the survey. Because Actions are within the same widget, the customer doesn’t have to navigate elsewhere (unless it’s a link you include).
Note: Unfortunately Checkout Extensibility doesn't fully support some of the elements mentioned below- see this article to find out your Actions options if your store is on Checkout Extensibility.
Table of Contents
1. Adding an Action to your Survey
Actions are added in the Survey Builder, just like adding a question:
Open the survey you want to add an Action to
Click the ＋ (Add) button in your survey builder
In the add menu, you’ll see tabs for “Questions” and “Actions.” Click the “Actions” tab
You’ll see a list of Action types/templates you can choose. See our most popular Actions below.
Select the action you want. For example, choose “Promo Code Action.”
This will insert the Action into your survey flow. Now, configure the action:
Click on the Action block in the builder to edit its content. The editor will show a text area with HTML. Don’t be intimidated – you can usually just modify the text or link.
For a Promo Code action, you might see something like:
<h3>Thank you!</h3><p>Use code <strong>SURVEY10</strong> for 10% off your next purchase.</p>. You can edit the code text (perhaps replace SURVEY10 with your actual code). We recommend creating a dedicated coupon in your store admin first, then plug it in here.For a Social Follow action, the HTML might have an icon and a URL to your social page. Replace with your links accordingly.
Tip: If you know basic HTML/CSS, feel free to style it (change colors, button style).
Save your changes.
You can add multiple Actions if you have several things, but realistically, stick to one primary Action per survey completion to focus the user’s attention.
2. Using conditional logic with Actions (Optional)
Sometimes you only want to show an Action based on a survey answer:
Example: Only show the “Review our product” action if the customer gave a 9 or 10 NPS rating (promoter).
Example: Only show a referral invite if the customer said they discovered you via a friend (meaning they value referrals).
You can achieve this by leveraging logic:
In the builder, click the Action and find Advanced Settings for it.
Set the prerequisite question and answer that should trigger this action.
For instance, for NPS example: prerequisite = “How likely to recommend (NPS)” question, condition = answered 9 or 10. See below for an example:
Using logic with actions can personalize the experience further. It’s like tailoring the call-to-action to the customer’s sentiment or response.
3. Popular Actions
4. Editing and managing Actions
After adding, you might want to adjust actions over time:
To edit an Action, just open the survey builder and click the action to edit content again.
To remove an action, delete it from the survey (click the X or trash icon next to it in builder).
You can reposition Actions like questions – e.g., if you want an Action in the middle (less common, usually they’re end of survey).
If using multiple Actions in one survey (less common but possible), note how they stack: The customer will see them one after the other as they complete. Usually, we recommend one primary action to avoid overwhelming them with too many choices (analysis paralysis).
Test actions thoroughly. Some actions, like the Reviews or Tapcart (for mobile app prompt), might need a specific context to test (like a real order). Make sure the action does what you expect.
5. Monitoring Action Performance
You can view the amount of views your Actions receive via your main dashboard:
