Many brands ask us about inserting Kno surveys into modals on their confirmation pages, whether a Shopify checkout.liquid implementation or a custom-built store. Usually, the hope is to drive greater survey engagement and to get more data (which we totally get!). But we do not recommend adding surveys to modals and here are our main reasons for that recommendation.

First, modal surveys act as a barrier to what most customers are looking for whenever they reach the confirmation page. Many customers will click out of the survey modal just to get to their order confirmation details to make sure that their order and payment have been processed correctly, which would result in a lower response rate.

Second, other customers will complete the survey as quickly as they can just to remove the survey from the screen and get to what they're looking for on that confirmation page. This will result in degraded survey results filled with inaccuracies.

So what we do recommend is embedding the survey at the top of the confirmation page. This is our default placement on Shopify and what we recommend to all custom-hosted stores as well. We want to place the survey directly in the customer's main field of vision on page load so they have the chance to engage with the survey.

But it also gives the customer the choice of when and how they engage with the survey. This means you can trust the survey results you collect because they're offered genuinely with no coercion on the customer. And the experience for your customers is much higher quality as they get to see everything on the confirmation page that they want to see while still being shown the survey.

At the end of the day, the decision still remains up to you! We won't tell you where to put your survey. But we believe this is the best way to maximize customers' exposure to surveys while also giving them the highest quality customer experience so that you get survey results you can trust.

If you're still interested in using a popup survey modal, you'll need to build the modal and then follow the instructions in our Universal Embed help doc to place the survey in that pre-built modal.

As always, let us know if you have any questions!