Kno is an excellent post-purchase survey app to gather zero-party data from your customers and learn more about which marketing channels are driving the most impact.
Connecting Triple Whale x Kno will allow you to:
Improve your attribution story
There are some cases where not all customer journeys will be tracked, for example, improper UTM setup, a customer not clicking on your ad, or a customer seeing an ad on a friend's Facebook before purchasing on their own device.
Triple Whale will fill in the gaps for pixel users by using data collected directly from your customers via Kno survey responses
Analyzing your survey responses
We'll aggregate the responses of your "How did you hear about us?" survey question into an easy-to-digest section directly on your Triple Whale summary page.
Integrating with Kno
Step 1:
In your Triple Whale account, navigate to Settings in your left-hand panel, then click Integrations
Here, you should see the Kno app listed
Click Connect, to begin
Step 2:
In your Kno account, navigate to settings, then Integrations
Next, click on the "Connection icon" next to Triple Whale
Click the "enable integration" button
Next, click the cog icon to open the settings page
You should now see Client ID and Client Secret in the pop-up displayed on your screen
Copy and Paste both of those values into the corresponding fields in your Triple Whale account
Click save
Supported Question and Response Types
You may have noticed that some of your purchases don't have attribution in your Triple Whale account, which leaves you wondering where that customer came from. If Triple Whale doesn't capture an ad click or referring source for a customer, we can your Kno survey to help improve your attribution survey.
We know that you can ask many questions via Kno, but we're specifically looking for the question that includes the following text(s):
hear about
heard about
find out about
led you to purchase
platform brought you to
We currently support this question in the following languages:
Spanish (examples below)
Dónde escuchaste por primera vez de nosotros?
Dónde escuchaste por primera vez de nosotras?
Como te enteraste de nosotros?
Como te enteraste de nosotras?
Every question that contains the verb 'escucha' or 'enteraste' + de nosotr(*)
German (examples below)
Woher haben Sie von uns gehört?
Wo haben sie zum ersten mal von uns gehört?
Woher hast du von uns erfahren?
Wo haben Sie zum ersten Mal von uns hören?
Every question that contains 'von uns' + verb 'gehört/hören/erfahren' (and alike)
French
Où avez-vous entendu parler de nous pour la première fois?
Où avez vous entendu parler de nous?
Comment avez-vous entendu parler de nous?
Comment avez-vous entendu parler de nous pour la première fois?
Every question that contains the verb 'entend(*)' + 'parler de nous'
Currently, Triple Whale supports the following response types for reporting on the summary page and Pixel.
Response | Mapped Channel (in Triple Whale) |
Youtube | |
Tiktok | TikTok |
Snapchat | Snapchat |
Here are some customer journey examples to help you interpret the Kno data you will see in your Pixel table:
A) Triple Pixel has attributed an order to Facebook via a link click from your Facebook ad AND the customer’s survey response = Facebook
Triple Pixel will display the single order and its corresponding conversion value in the pixel table, under the Facebook channel
B) Triple Pixel has attributed an order to Facebook via a link click from your Facebook ad AND the customer’s survey response = TikTok
Using attribution model = Triple Attribution, this single order, and its corresponding conversion value will be displayed under the Facebook channel AND the TikTok channel within the Kno Survey row in your Pixel table
C) Triple Pixel does not have any click data on the customer who placed the order, BUT the customer’s survey response = Facebook
We will display the order count and conversion value within the Facebook channel of your pixel dashboard under the “Kno Survey” row
How Kno data will be presented in your Triple Whale account
Summary Page
How Triple Whale calculates percentage per response and % of responses:
To demonstrate how we calculate percent per response type, let's use the following example:
Let's say your store had 20 orders today and your survey had 7 responses that were represented as follows:
Facebook: 2 = 28.5%
Google: 1 = 14.29%
Instagram: 2 = 25.57%
Other: 2 = Not Represented in summary page (*Important: In Triple Whale's summary page, any survey response that isn't Facebook, Instagram, Google, Snapchat, TikTok, Pinterest are considered as "Other")
To calculate the % response from Kno, we divide the number of survey responses you received (7) divided by your stores total number of orders (20), which is 35%.
Pixel Page
