When employees are shown the IT Incident feedback form for the first time, HappySignals asks two questions to determine what type of IT user they are.
First question determines employee's knowledge of IT tools:
Second question determines employee's usual way of getting support:
Based on the answers, employees are placed within a profile on this matrix:
How Profile Information Is Stored in the New Revamped Survey Form
In the new survey experience, profile questions are no longer stored in browser cookies as previously. Instead, HappySignals uses a secure backend approach that complies with GDPR and improves data consistency across devices.
How It Works
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Backend Storage
Profile answers are saved in HappySignals’ cloud backend, within a tenant-specific schema. This ensures data is isolated per customer and processed securely. -
Anonymous Linking
Answers are linked to feedback records without collecting personal identifiers. This allows segmentation and trend analysis without compromising privacy. -
Question Display Logic
- If profile data exists, the survey will reuse it automatically for future feedback sessions.
- If no data is available, the profile questions will appear again.
- Skipping profile questions means no data is stored for that respondent.
Why This Change?
- The previous cookie-based method was limited to a single browser and device, and did not meet modern privacy and analytics requirements.
- Backend storage provides:
- Better security and compliance
- Consistent experience across devices
- Improved analytics for segmentation and trend reporting
For more information about user profiles, please refer to our Definitive Guide on using Profiles in IT Service Desk.