Our new survey engine allows you to tag a transactional (ticket) survey response with two Customer Segments rather than just one (our Project and Relationship survey already supports two segments). For example:

• Business group and location, e.g. Sales and London.
• Location and support type, e.g. London and Incidents.
• Business group and business unit, e.g. Operations and Purchasing.
• Location and personnel type, e.g. London and Management.
• Region and country, e.g. Asia Pacific and New Zealand.

We have added this second Segment to all of our displays, reports, interactive dashboards and APIs.

To tag transactional surveys with a second customer segment, add the &sgid2= parameter to your survey URL.  The original parameter for the first customer segment remains unchanged, i.e. &sgid=. You can also use $sgid1= the first segment.

Surveys submitted without the &sgid2= parameter value set in the survey URL, will have their Segment 2 set to 'No Segment'.

Segment 2 has been added to all our displays and reports.

Our PDF survey reports (manual and automated) now include the new Segment 2 field. It will display "No segment" until you start using &sgid2= in your survey URL. Some of the other fields (e.g. Ticket ID) on the PDF have changed position to make room for this additional field.

The CSV version of the survey reports now contains the new Segment 2 column, "Segment_2".  The column heading for the first Segment changes from "Segment" to "Segment_1".

A new parameter (&sgid2=) is available on the NPS Gauge, Feedback Slider and Survey Responses Report.

The &display= parameter, used to set which fields to display on the Feedback Slider, now accepts a string of eight 1s and 0s (instead of seven). If you specify seven 1s and 0s, the second segment will not be displayed.

A new parameter (&segment=) is available on the Segment League Table to indicate whether you want the table to list the Net Promoter Scores of Segment 1s or Segment 2s.

Segment 2 has been added to the interactive dashboards. Timezone filter has been added to the Transactional Survey and CCS dashboards.

Segment 2 is now visible as a new column on the SRES and KDA interactive dashboards.

Segment 2 is available as a new filter on the SRES, KDA and NPSA interactive dashboards.

Segment 2 added to the Transactional Surveys API and the Transactional Net Promoter Score API.

A new parameter (&sgid2=) is now available on the Transactional Survey Responses API and Transactional NPS API.

The JSON returned by the Transactional Survey Responses API now includes two new fields for each survey: Segment_2_Code and Segment_2_Name e.g. "Segment_2_Code":"OPS", "Segment_2_Name":"Operations" .

The existing two Segment 1 fields in the JSON remain unchanged: Segment_Code and Segment_Name e.g. "Segment_Code":"UK", "Segment_Name":"United Kingdom".

When using the Transactional Net Promoter Score API, and specifying either the &sgid1= or &sgid2= parameter, the Entity Type field (entity_type) now contains either "Segment 1" or "Segment 2" instead of "Segment".
e.g. "entity_type":"Segment 1"