Using the Cancellation Survey

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Find out why a registrant can no longer attend your event with the Cancellation Survey. Simply add the questions you want answered and they'll appear to everyone who clicks Unregister. While you're at it, modify their confirmation to let them know they'll be missed. 


Managing the Cancellation Survey in Classic Events

1 Access the cancellation survey. Begin by selecting your Classic event. Hover over Website & Registration and, under Surveys, click Cancellation Survey.

2 Add questions. Hover over the options on the left to see examples of what each question type looks like. Then, choose one by clicking User-added image.
 
User-added image

When the pop-up appears, enter the question details. Options will vary depending on the selected question type.

Once you're done, click Save.


3 Add design elements, if necessary. In the Question Tools sidebar, click [+] next to Design Elements to expand the options.
 
User-added image

Hover over the options for a preview. Click User-added image to add one. When the pop-up appears, enter the text and edit the settings.

Click Save when you're done. Using the HTML Editor? Be sure to save on the original page as well.


4 Set up the survey settings. Click the neighboring tab, Page Setup, then Edit. If applicable, select a registration path.

In the Personal Fields section, establish how an invitee's personal info will display. Your options include:

 
  • Hidden will not display during the survey.
  • Visible displays the field but invitees can ignore it.
  • Required displays the field and will not let invitees continue until they've filled it out.
  • Read-Only displays the field but will not let them change it.
 
5 Add custom content. In the Page Content section, change any of the section headers by clicking Edit Section and typing in the Section Header Text field. To remove the header entirely, switch the Display toggle to show the X. Add content in the HTML Editor. Once you're done, click OK.

Don't forget to save on the original page as well.

 
NOTE: The only way to preview the Cancellation Survey is to register yourself for an event, then cancel your registration.


Managing the Cancellation Survey in Flex Events

1 Access the cancellation survey. Begin by selecting your Flex event. Hover over Website & Registration and, under Registration, click Registration Process. To the right of Cancellation Form, click Customize.

2 Add questions.
To the right of the canvas, click Build. Scroll down to the Questions section and drag and drop a question type onto the canvas. Your options include:
  • Choice Questions allow registrants to select from a list of pre-determined options. Display choices include a single answer list or multiple answer list.
  • Text Questions allow registrants to type out any general text. Display choices include a text field or comment box.
  • Number Questions allow registrants to type out a number, currency, or decimal.
  • Date & Time Questions allow registrants to enter in a specific date and time. Display choices include both date and time, or date only.
  • Consent Questions provide your registrants the ability to give consent to use their data, allowing you to abide by GDPR policies and requirements.
  • File Upload Questions allow registrants to upload PDFs, Word documents, Excel spreadsheets, PowerPoint presentations, text files, or images (.bmp, .gif. jpg, .tiff, .png, .ai, and .eps) 10 MB or less.

3 Establish how the answer choices will display. In the Question section, enter your question text and determine the label placement. Toggle "Required" to green if you want to ensure this question is answered.

In the Response section, determine how the choices will display, their choice options, and how the choices behave. These will change depending on the question type you've added.

In the Settings section, enter a question code, if necessary. Determine if the answer will display in data tags, and, if necessary, give the question a name that will appear in reporting.
 
4 Add or remove custom content.
Drag and drop any other widgets, like additional contact fields, images, and event information, onto the canvas. To remove a widget, hover over it on the canvas, then hover over ... in the top-left corner and click Delete.

Once you're done, click Save to preserve the draft, or click Publish to make it visible to invitees.
 

Activating the Cancellation Confirmation Email
 
1 Access the Event Emails. Once activated, the cancellation confirmation will automatically send when an invitee cancels their registration. Begin by selecting your event. Hover over Promotion & Communication and, under Email, click Event Emails. If applicable, select an invitation list from the dropdown.

2 Confirm the email is active. Find the Cancellation Confirmation email in the Declined Registration Emails section. Ensure the Active toggle is green.

 
User-added image

3 Edit the template, if necessary. Click Cancellation Confirmation. The Details tab opens by default.

For Classic events, click the neighboring tab, Content, then Edit. Feel free to make any changes to the content using the HTML Editor.

For Flex events, click Design Email. Feel free to make any changes to the content using the Email Designer.

Once you're done, click Save.

 

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