Purpose 

This document outlines how several groups in Digital Commerce should handle creation, publication, maintenance, and termination of customer intercept surveys on Ferguson.com

Policies and Procedures 

1. Receiving the Request

   1. Discover and document the stakeholders' goals for the survey and their business OKRs

   2. Create a RACI list for your project team and “needs to know” group.

2. Survey subject

   1. Who are the targeted users?

   2. What are their targeted behaviors?

   3. Will the survey interfere with any critical paths on the site, such as checkout? (Avoid unless approved by key stakeholders and the focus of your research is the checkout.)

   4. What questions will you ask?

3.  Create the survey instrument in Medallia Digital workspace

   1. Current Admins are Chrystal Jaeger (UX/VOC), Jen Crane (Customer Insights), and Laurie Allen (UX Research)

4. Preview the Work (It is important to take the time up front to ensure that everything is final and approved before publishing to http://www.staging.ferguson.com)

   1. Have another team member with Medallia access test the preview survey and all possible branching paths

   2. When at least 2 team members agree that it is ready to test, publish it to http://www.staging.ferguson.com

   3. Make sure that “https://www.ferguson.com” is published to staging and verify that it is not published on production.

   4. Ask some project team members to review the survey on staging

5. Publish the Work

   1. After validation on staging, plan to move it to production, making appropriate updates to the targeting options.

   2. Consider the best time for publication

      1. staff are available to monitor initial inflow of responses

      2. staff are available to make adjustments or take survey offline if problems are observed

6. Communicate the Work

   1. When you have a proposed launch date, ask eBusiness Communications to notify your RACI list of associates that you will be launching a survey, including the target launch date and goal of the survey.

   2. Notify Alison Pully in ITSM when a survey goes live and when we take it down. They need to adjust their automated scripts that mimic a user on the site to alert IT when the site has a problem, because the pop-up surveys interfere with the bot’s progress and send false alerts to their Operations Center.

Questions/Feedback

Contact Laurie.Allen@ferguson.com 

RACI Chart

Best Practices & Examples

Discussion Topics