Segments
A segment is a named slice of your audience, defined by conditions you choose. Instead of treating everyone the same, you can single out promoters, unhappy customers, people who picked a specific answer, or anyone matching the metadata you care about — and then act on that group. Segments are what make your campaigns feel personal: each respondent sees the action that fits the segment they fall into.
All the conditions in a segment are joined with AND, so every condition must be true for someone to match. That keeps each segment precise and predictable.
Building a segment
Open Segments
Go to Survey Manager → Segments to see every segment in the workspace, with its active or inactive status.
Add conditions
Define one or more conditions. Because they're ANDed, narrow down step by step until the segment captures exactly the group you want.
Set it active
Use the active toggle to switch the segment on. Inactive segments stay saved but don't target anything.
Use it in a campaign
Point a campaign at the segment so the right respondents see the right action.
What you can target on
Every condition reads from exactly one of four sources. Which ones are available depends on whether your segment covers a single survey or several (see below).
- Template questions — a question identified by its place in a shared template, so the same logical question is matched across every survey built from that template. These are the conditions that let one segment span many surveys cleanly.
- Direct questions — a question that belongs to a single survey only. A condition on a direct question applies to that one survey.
- Questionnaire metadata — a value attached to the survey itself (for example an industry, region or campaign tag). Shared across surveys.
- Responder metadata — something you know about the person answering (for example a customer tier or store). Shared across surveys, and sourced from the same profile data you see in Customers.
Operators
Each condition compares its source against a value using one of thirteen operators:
| Operator | Matches when the value… |
|---|---|
| Equal / Not equal | exactly is / isn't the value |
| Empty / Not empty | has no answer / has any answer (no value needed) |
| Greater / Greater-or-equal | is above / at-or-above a number |
| Less / Less-or-equal | is below / at-or-below a number |
| Contains / Not contains | includes / doesn't include the text |
| Regular expression | matches a pattern you write |
| CSV contains / CSV not contains | a comma-separated list includes / doesn't include the value |
Empty and Not empty are presence checks, so they don't ask for a value; every other operator does.
Choosing operators by question type
Different questions suit different operators — use Contains or Empty for open text, the numeric operators (Less-or-equal and friends) for rating questions, and Equal / Not equal for selection questions, where the value is the option's number.
One segment, many surveys
A segment belongs to one survey, but you'll rarely manage them one at a time. When the same segment definition exists on several surveys, Survey Manager recognises that and presents them as a single card — so you author the audience once and it stays in lock-step everywhere it's used.
How segments are grouped
Two segments are treated as the same — and merged into one card — when all of these match:
- the title,
- the description,
- the active state, and
- the conditions (the same sources, operators and values, in any order).
The card lists every survey the segment applies to, so you can see its full reach at a glance.
Editing a grouped segment
Edit the merged card and your change is applied to every survey it covers at once. Behind the scenes Survey Manager keeps each survey's own copy in step: it updates the surveys already covered, creates the segment on any survey you newly add, and removes it from any survey you take off the list. The same goes for bulk actions — switching the segment active or deleting it applies to all of its surveys together.
Authoring across surveys
When a segment covers more than one survey, you can only build conditions that resolve cleanly on all of them:
- Template questions shared by every selected survey, and
- questionnaire or responder metadata, which are shared across surveys anyway.
Direct (single-survey) questions aren't offered in this mode, because a condition on a question that exists in only one survey couldn't apply to the others. Narrow the selection to a single survey and its direct questions become available again.
Segments live in their workspace
Like everything in Survey Manager, segments are scoped to a workspace. Campaigns that use a segment can be configured per workspace, so the same audience definition can drive different actions in different places.
Once your segments are in place, head to On-site campaigns to choose what each segment triggers. If your conditions lean on responder data, the Customers area is where that profile information comes from.