Overview and the pages in question
Purpose: Track member contact and complaint submissions.
Who this page is for
| Audience | Why it matters to you |
|---|---|
| Everyone | Real-world example |
Use Case: Contact & Complaint Form
The business question
"How many members are contacting us? What are they complaining about? Are we reducing complaints?
The pages
Example Super has two forms:
- Contact form (general inquiries)
- Complaint form (complaints/issues)
Both on /contact page. Hidden/shown based on form type selection.
Metrics needed
- Form submissions per day
- Form type (contact vs complaint)
- Form completion rate (starts vs submits)
- Time to complete
- Device (mobile vs desktop)
- Member segment (new vs returning)
Implementation approach
- Fire event on form start (event3)
- Capture form type in prop3 (contact/complaint)
- Fire event on form submit (event4)
- Capture submission type in eVar3
- Measure completion rate
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Next: Business requirements