Pin template

Task ease

When someone finishes a specific step in your app, such as exporting a report, Tack asks whether it was easy. With a lower score, it asks what was needlessly complicated.

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2 questions· CES

What it answers

Which steps take more effort than they should.

When to use it

When you want to measure effort for specific steps in your app.
After reworking a feature, to confirm it really is easier.
When comparing which step to improve first.

What you find out

The Customer Effort Score for each step you put the template on.
What gets in people’s way in that step, in their own words.

When the pin shows

When the site calls tack.track() with the event Event after the step
100 % of visitors who meet the conditions
To the same person at most once every 30 days

Questions

Activity was easy.Scale 1 to 7· standardised question
What was more complicated than it needed to be?Open answer· optional· only after a certain answer

You can change everything in the template in the studio: texts, questions, rules and timing.

What you fill in

Places in the texts and rules you fill in in the studio. Participants see the texts with your values.

Event after the step: The tack.track() name, e.g. report_exported.
Activity: As a subject, e.g. “Completing the order”.

Metrics

CESCustomer Effort Score: agreement that a step was easy, on a 1 to 7 scale.Higher is better. From 5.8 the step is easy, below 4.6 it costs people needless effort.How to read it →

Tips

Put the template on several steps separately and compare them.
Send the event only once the step is really done, not on the button click.
Name the activity as a noun phrase: “Exporting the report”, “Inviting a colleague”.

Frequently asked questions

What is CES?

Customer Effort Score: agreement that a step was easy, on a 1 to 7 scale. Higher is better.

How does the pin know the step is done?

Your app calls tack.track() with the event name, for example report_exported. The pin shows right after.

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