Purpose
Journey Activation runs on two loops. The inner loop opens a case to recover one customer in trouble; the outer loop fixes the recurring problem behind many cases. Both start with a detection signal: a feedback, behavioral, or operational trigger that flags a customer who needs attention. Surveys are a strong feedback signal at the moments that matter, the few steps where a journey is won or lost. It lets you:- Catch problems at the steps that decide the journey outcome
- Open inner loop cases while the experience is fresh
- Feed both inner loop recovery and outer loop pattern detection
- Avoid surveying steps that do not change the result
Formbricks Approach
- Actions to trigger a survey on the exact behavior that defines the moment
- Advanced targeting to fire for the right segment
- Recontact options to cap contact frequency, set once at the workspace level
- Feedback Directories and Sources to land the signal next to the journey’s other data