Overview
Kno is a post-purchase survey app designed to gather zero-party data from customers, providing valuable insights into which marketing channels are driving the most impact. By asking customers directly through post-purchase surveys, Kno helps businesses understand their customers' journeys and preferences, enhancing the overall marketing strategy.
Integrating Kno with Triple Whale enables businesses to improve their attribution story and gain deeper insights into customer behavior. Here’s how:
Improve Your Attribution Story: Kno helps bridge the gaps in customer journey tracking that may occur due to improper UTM setup, customers not clicking on ads, or viewing ads on different devices. Triple Whale uses data collected directly from Kno survey responses to provide a more accurate and complete view of marketing attribution, ensuring that all customer interactions are accounted for.
Analyzing Your Survey Responses: Triple Whale aggregates the responses to the "How did you hear about us?" survey question from Kno into an easily digestible section on your Triple Whale summary page. This integration allows for a comprehensive analysis of marketing channel effectiveness based on direct customer feedback, helping to refine and optimize marketing strategies.
By connecting Kno with Triple Whale, businesses can enhance their understanding of customer journeys, improve attribution accuracy, and make data-driven decisions to maximize marketing effectiveness.
Get Connected
To set up your integrations, head to Settings > Integrations.
Locate Kno and click Connect. You will be prompted to input your Kno Client ID and Client Secret.
To locate your Client ID and Client Secret. in Kno, head to Settings > Integrations. Next to Triple Whale, click Connect. Next, click Enable Integration.
Next, click Enable Integration.
Now, back on the Kno Settings > Integrations page, you should see a Settings icon for Triple Whale. Click the Settings icon.
You should now see Client ID and Client Secret on your screen. Copy those and, upon returning to Triple Whale, paste them into the appropriate text fields.
Data Library
Once you've connected your Kno account, you will be able to access insightful reports in several locations in Triple Whale.
Head to the Summary page for a high-level overview of the type of responses you've received over a given time frame.
Only the following response types will be listed on the Summary page: Facebook, Instagram, Google, Snapchat, TikTok, and Pinterest. All other responses are categorized as Other and can be reviewed on the Pixel attribution dashboard.
Triple Whale will use your Kno survey responses to enhance your Pixel attribution data. If a customer's survey response differs from the journey captured by the Triple Pixel, we will display the Conversion Value of that order on the channel page that aligns with the customer's response.
Conversely, if the customer’s survey response matches the channel or source attributed by the pixel, the post-purchase survey data will be included in the customer journey but will not affect attribution, ensuring that orders are deduplicated for attribution purposes.
You can find the attribution lift from Kno responses as the last row of the Pixel attribution dashboard for any given channel.
Supported Question Types
You may notice that some of your purchases don't have attribution, 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.
Although Kno allows you to ask a variety of questions in your post-purchase survey, Triple Whale is specifically looking for the question that includes one of the following phrases:
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
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
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'
Supported Response Types
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 |
Interpreting the Pixel Data
Combining first-party tracking data with zero-party survey data can lead to some confusing reporting questions. Triple Whale supports a variety of attribution models which allow you to distribute credit using the model that best fits your specific reporting needs. The illustrations below aim to illustrate the priority schema used to ensure you more fully understand the possible ways of reporting on the data.
When Pixel and Survey Data match: If a customer was tracked by Triple Whale's Pixel to a Meta ad click, and the customer responded Meta to the survey, the order and its corresponding conversion value will be attributed to Meta. (No surprises here!)
When Pixel and Survey Data differ: If a customer was tracked by Triple Whale's Pixel to a Meta ad click, yet the customer responded TikTok to the survey, then:
we will give precedence to Pixel-tracked data, and give credit to Meta.
However, by using the Triple Attribution model you can allow for duplicated credit to Meta and TikTok
When there is only Survey Data: If a customer did not have any tracked click events, but the customer responded Meta to the survey, the order and its corresponding conversion value will be attributed to Meta and located in the Kno row.
Frequently Asked Questions
1. Will Triple Whale import my historical data from Kno?
Yes.
2. My Kno data isn't importing properly into Triple Whale. What can be done to resolve this?
Ensure you have probably input your Client Key and Client Secret as found in your Kno account in Settings > Integrations.
Confirm whether you are delivering the survey to all customers or a pre-defined segment
Ensure that you are using one of the Support Question Types listed above.
3. How are the % Responses calculated?
To calculate the % Responses, we divide the number of survey responses you received by your stores total number of orders.