Feedback collection

Time to complete: 5–10 minutes
Prerequisites: You must have admin access to your Trust Center and permission to edit Designer settings.

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Overview

Visitor feedback capabilities allow you to collect standardized feedback directly from Trust Center visitors so you can better understand how your Trust Center is performing.

By enabling in-app feedback, you can:

• Identify whether visitors are able to find what they need
• Surface friction in your review experience
• Gather direct input to improve documents, structure, or content
• Understand how effectively your Trust Center supports security reviews

This helps you make informed updates to your Trust Center content and continuously improve the visitor experience.

You can independently enable:

• An in-app feedback survey
• A post-visit email survey [coming soon]

Responses are collected securely and shared with Trust Center Admins monthly via ad-hoc reporting.

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Enabling Visitor Feedback

Visitor Feedback is disabled by default.

You can enable the in-app survey and email survey independently in Trust Center Designer.

Step 1: Open Visitor Feedback settings

1. In the Conveyor app, navigate to Trust Center → Designer.
2. In the right-side settings panel, click Visitor Feedback.

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Step 2: Enable the in-app survey

1. Turn on Enable Trust Center feedback collection.

   Once enabled, visitors will see a Feedback option in the Trust Center header.

Step 3: Enable the post-visit email survey

1. Turn on Enable post-visit email survey.
2. (Optional) Click Send to {[email protected]} to send yourself a preview of the email survey.

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In-App Feedback Experience

When enabled, the in-app survey is accessible from the Feedback option in the Trust Center header.

Who can submit in-app feedback?

• Authenticated visitors: Yes
• Unauthenticated visitors: Yes

There are no frequency limits for in-app surveys.

What visitors see

1. The visitor clicks Feedback in the Trust Center header.

2. A survey modal opens with:

   • A 1–5 rating scale
   • An optional free-text field
   • An optional field to provide an email address for follow-up

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Unauthenticated visitors who choose to provide follow-up information can manually enter their email address along with their feedback.

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Email Feedback Experience

When enabled, the post-visit email survey is sent 24 hours after an authenticated visit.

The survey is sent only to authenticated visitors.

Frequency controls

To prevent over-surveying:

• Visitors who do not complete a survey will receive it at most once per month.
• Visitors who complete a survey will receive it at most once every 3 months.

How the email survey works

1. The visitor receives an email asking them to rate their experience.
2. The email starts with a 1–5 rating scale.
3. When the visitor selects a rating, they are directed to a secure survey page.
4. On the survey page, they can:
   • Update their 1-5 rating scale if desired
   • Confirm whether they completed their review
   • Leave additional comments (optional)
   • Provide an email for follow-up (optional)

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What Data Is Collected

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In the future, this data will be available directly within the Conveyor application for review. Until that time, ad hoc reporting will be shared monthly with survey results.

Feedback data is collected securely and made available to Trust Center Admins.

Collected data may include:

• Survey method (In-app or Email)
• Response timestamp
• Rating score (1–5)
• Completion status (for email survey)
• Free-text feedback (optional)
• Follow-up email address (optional)
• Visitor email and company domain (for authenticated visitors)

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Common questions

Can I enable only one survey type?

Yes. You can enable either:

• Enable Trust Center feedback collection (for in-app feedback)
• Enable post-visit email survey
• Enable both.

Can unauthenticated visitors submit feedback?

Yes. Unauthenticated visitors can submit the in-app survey and optionally provide their email address for follow-up.

When is the email survey sent?

The email survey is sent 24 hours after an authenticated visit.

Why didn’t a visitor receive the email survey?

Email surveys are:

• Sent only to authenticated visitors.
• Limited to once per month if not completed.
• Limited to once every three months if completed.

If a visitor recently received or completed a survey, they may not receive another.

Can I customize the survey questions?

No. Survey questions and wording are standardized and cannot be customized.

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Need help? Visit the Troubleshooting guide or contact [email protected].