Changing Feedback Settings

Determining How Frequently to Send Surveys

For complex customer journeys, someone might first contact your sales team, then get a professional quote, and finally get your product installed. At each of these touch points you should be collecting feedback. But you don’t want to send the same customer three different feedback surveys. Doing so might cause survey fatigue and overall frustration. If you’ve set up an integration to automatically send all your feedback surveys, you’ll need to set send frequencies for individual surveys and all surveys to prevent survey fatigue.

  • Send frequency for all surveys: The number of days that must pass before an individual can receive another feedback survey.
  • Send frequency for a survey: The number of days that must pass before an individual can receive the same survey again.

To change how frequently you send all surveys:

  1. Click the settings (gear) icon and select Feedback.
    sendingFeedback1.png
  2. Enter a number of days in the appropriate field.
    changingFeedbackSettings1.png
  3. Click Save.
    changingFeedbackSettings2.png

To change how frequently you send a specific survey:

  1. Click the settings (gear) icon and select Feedback.
    sendingFeedback1.png
  2. Click Surveys.
    changingFeedbackSettings3.png
  3. Click More options next to the survey you want to change.
    changingFeedbackSettings4.png
  4. Click Survey Options.
    changingFeedbackSettings5.png
  5. Enter a number of days in the appropriate field.
    changingFeedbackSettings6.png
  6. Click Save.
    sendingFeedback12.png

Auto Opening/Closing Feedback Conversations

You may want to be notified when customers submit a feedback score. By default, when a customer sends a response to a feedback survey, the conversation reopens in the inbox. However, if you send a lot of feedback requests, you might want to have conversations automatically close for positive or passive feedback. We recommend having negative feedback automatically open conversations.

To automatically open or close feedback conversations:

  1. Click the settings (gear) icon and select Feedback.
    sendingFeedback1.png
  2. Click Auto Open or Auto Close.
    changingFeedbackSettings7.png