InMoment

Overview

InMoment provides a customer experience (CX) intelligence platform used by enterprises to capture voice-of-customer data at digital touchpoints. The platform's web-facing components include survey intercept scripts that present NPS, CSAT, and open-ended feedback forms to visitors based on behavioral triggers. These intercepts are configured server-side and injected into pages via a lightweight JavaScript loader, enabling real-time sentiment capture without requiring deep CMS integration.

What This Script Does

InMoment's JavaScript tag loads from domains such as secure.inmoment.com or program.inmoment.com. Once initialized, it monitors visitor activity — page views, scroll depth, time on page — to determine when to trigger a survey intercept based on preconfigured sampling rules.

The script sets cookies to manage survey display logic. These typically include a suppression cookie (expiry varies by configuration, commonly 30–90 days) that prevents the same visitor from being re-surveyed too frequently. Additional cookies may store partial survey completion state so visitors can resume interrupted responses.

Data collected includes survey responses, NPS scores, free-text feedback, page URL, referrer, browser and device metadata, and session context. This data is transmitted to InMoment's data collection endpoints for aggregation and analysis.

Consent & Compliance

InMoment scripts fall under analytics and functional categories. The analytics classification applies because the scripts collect behavioral signals (page views, session timing) to determine survey eligibility and aggregate CX metrics. The functional classification applies because survey intercepts serve a direct user-facing purpose — collecting explicit feedback.

Under GDPR and ePrivacy, the analytics cookies used for visitor tracking and survey suppression require consent before being set. The survey functionality itself involves collecting personal data (user opinions, potentially identifiable feedback), which requires a lawful basis under GDPR Article 6. Under CCPA/CPRA, the behavioral data collected may constitute a "sale" or "sharing" depending on how InMoment processes it, requiring opt-out mechanisms.

Should You Block This Without Consent?

Yes. The survey suppression cookies and behavioral tracking that determines survey eligibility constitute non-essential analytics processing. While the survey itself serves a functional purpose, the underlying tracking mechanisms require prior consent under ePrivacy rules. Block the script until the visitor has consented to analytics data collection.