Migrating from KnoCommerce
KnoCommerce exports a wide file: a fixed block of customer and order columns, then one column per question, with the question itself as the column heading. It joins to Shopify cleanly. The only genuinely awkward part is multi-select answers, which arrive in two different shapes depending on the survey — and that's the part Firsthand works out for you.
How to do it
Four steps, about ten minutes.
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Export your responses from KnoCommerce
KnoCommerce exports per survey, so if you've run several you'll have several files. Import them one at a time — each becomes its own draft in Firsthand, which keeps their questions and histories separate rather than fusing surveys that were never the same survey.
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Upload each file unchanged
Surveys → Import → KnoCommerce → choose the file. Don't re-save it from a spreadsheet first; that's the usual way order numbers get rewritten into scientific notation on the way through.
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Check the question types on the draft
Because the export gives the question text but not always its type, Firsthand infers each one from the answers themselves — and shows you what it decided. Fixing one is a dropdown on the draft, not a re-import.
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Map your answers to channels
Map your old answer labels to canonical channels once, and your KnoCommerce history lines up beside new Firsthand responses in the Attribution Reality Check.
The interesting part
Two shapes of multi-select, one right answer.
A KnoCommerce checkbox question exports either as repeated columns with the same heading, or as a single cell with the answers joined by commas. Guessing wrong in either direction damages your data.
How Firsthand decides
- Repeated headings are unambiguous — those merge into one multi-select answer.
- A comma inside a cell is only treated as a separator when every piece it would split into also appears somewhere in that column as an answer on its own. Corroboration, not assumption.
- So "Price, Shipping cost" splits when "Price" and "Shipping cost" are real answers elsewhere — and "A friend, honestly" stays one answer, because "honestly" never appears as an option.
- Columns scoring 0–10 with real spread are recognized as NPS and keep their scale rather than becoming eleven text options.
Doesn't come across
- Emails. Present in the export; Firsthand finds that column only to skip it, and joins on Shopify order and customer ids instead.
- Response rates. The export records who answered, not who saw it, so imported rows carry no rate rather than an invented one.
- Segments and audiences. Those are configuration rather than responses; they get rebuilt in Firsthand.
Export before you uninstall
KnoCommerce doesn't publish a post-uninstall retention window, and under GDPR the outside limit is on the order of 30 days. Once the app is gone, so is the export button. Download your responses first, confirm the file imports cleanly, and uninstall afterward.
A note on honesty
Imported history stays labeled.
Every imported row is permanently marked as such. It never counts toward a response rate and never mixes into a live survey's metrics, and the import always lands as a draft so it can't start serving to real checkouts by accident.
The point of moving your history is to keep your baselines, not to flatter anyone's dashboard — least of all ours.
Want to test your export first?
Send over a KnoCommerce export and we'll tell you how it reads — how many questions and responses it yields, which columns were read as multi-select, and anything that won't survive the trip.