So you've spent the time and energy creating your survey, you've deployed it for a few days, but when you go back to see all of your amazing Kno insights, you have no survey results. Not to worry, there are some easy ways to double-check that everything is set up correctly.
Check your Extensibility Status
As Shopify stores continue to migrate to using Extensibility on the Thank You page/Order Status page (this is quickly becoming Shopify's default deployment of their Checkout flow), this has become the biggest reason why stores are not collecting survey results.
If your store has upgraded your Thank You page and Order Status page to Checkout Extensibility on Shopify, you'll need to add KnoCommerce's Extension block to your checkout pages. Check out our Extensibility help doc for more info.
Publish your Survey
You'd be surprised at how many times surveys do not get published. Within the survey builder, make sure to publish and enable a channel:
Publishing
Enabling Channels
Publish your KnoLink survey
Using Links instead of Shopify Checkout?
You'll want to follow the same guidance as above, but enable the channel for "Share with a link":
Select Survey Position
If using Shopify, be sure to select the position to place the survey on the Shopify Confirmation page (we recommend 'Before additional scripts'):
Note: For Shopify Extensibility, you determine the survey position based on where you add the app block in your Checkout Profile.
Shopify Order Confirmation Page
If you're still not getting views, there's likely a conflict on the Shopify Confirmation page. Once you get to this point, reach out to us and we'd be happy to troubleshoot further with you.
Happy surveying!