Adding your cancel reasons to the Brightback Survey Reason Library

One of the first things you will need to do in Brightback is to add your cancelation reasons. It is common for customers to already have a set of cancel reasons they use internally when they start implementing Brightback. You will want to make sure you map these reasons to the correct Brightback Reason and Category, as this mapping will be important for benchmarking and reporting down the road. Start by reviewing our library content and align your reasons to ours. Once you have done so, this article will take you through the steps to physically add these reasons into Brightback and add them into a Cancel Page. 

Add a Survey reason to your reason set

Start by navigating to your Brightback Experiences and selecting the Survey Reasons link. 

You'll be presented with the "All Reasons" tab followed by a list of your active experiences. You can add and edit all of your reasons for this tab or select an individual experience to show or hide where those reasons are placed.

Navigate to the bottom of your list of reasons let's select Add a reason.

You'll be presented with a list of categories and sub-reasons. Select the most appropriate category and the standard reason that most closely matches the text you would like displayed. 

Let's click Pricing and choose a reason from the list. Let's assume Not getting what customers paid for is pretty close to our final copy but needs some editing so we'll manage that in the next step. 

Pro Tip: Don't worry about the final copy when selecting from the standard reason list. The display copy the customer views is mutable at any time in another step.

Now we see our standard reason in All reasons list but it isn't in use and we'd like to change the copy. 

Click into the reason and you'll be able to edit the message that your canceller sees. 

Placing reasons in experiences

Now that we've finalized the copy we'd like to show our canceller the final step is placing that reason in experiences.

Select the dropdown menu on the right where you'll see another list of your active pages.  Check the box where you'd like that reason to be seen.

When you've settled on all of your edits and places click publish changes.

Pro Tip and a Warning: Publishing changes will instantly update your reasons across all of your applications.  Only press Publish changes when you've settled on your final copy. 

Randomized order in Cancel Sessions

You can choose whether or not to have the reason order be presented randomly or alphabetically within the Page Editor itself. Simply navigate to pages, and select the edit header button on the Survey Question section.

Here you have the option to toggle randomization off. We default this feature on for new customers as we have found that when you do not randomize the reasons, the first reason sees a selection bias due to its placement at the top. Therefore, we highly recommend leaving random reasons enabled to get better survey data. 

That's it! You are now a Brightback reasons expert. As always for questions or comments send us an email.

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