Survey Best Practices

[jquinonez]

Just like some feedback from others using Task Survey Management. When I setup properties for task survey management the I believe the default for "Number of days to wait before sending the same survey type to the same user. This can be overridden in each condition." was 30. What are others using as number of days before sending another survey? Is there a suggested best practice other than 30?

Thanks in advance for any feedback.

Johnny

[PeterWiles]

We use the app and we just left the values as default. It's that fine balance between getting feedback and filling their mail boxes with emails.

We have return rate around 10% at the moment (only been live 3 months) and the surveys are a new feature. Would be interested in what others have done.

I would say anything much less, in my view, I would probably end up unsubscribing to it. 30 days is long enough to forget you have done one before and so do it again 🙂

[jquinonez]

Thanks Peter! Since originally posting this message, we have changed the Task Survey (Incidents) so that every closed incident generates a survey and set the number of days to zero (0). That means that folks receive a survey for every incident opened even if multiple times a day.

Our previous return rate was consistently around 15-20% occasionally spiking to mid 20s. Looks like current rate is going to be averaging about 10%. In Sept it dipped to 7%, then 12 in Oct, and 13 in November. I'm like you I would likely unsubscribe after getting so many! I think that our trend will likely show that.

Hope this helps others in determining this setting.

Johnny

[rkmullis]

I'm in the process of developing surveys. Currently, when an incident is created and when an incident is resolved, the customer receives a notification. We'll probably include a link to the satisfaction survey in the body of the customer resolution e-mail. That way, the customer receives only two e-mails per incident (and not a separate survey). Testing so far has been positive.

[jquinonez]

Thanks for the feedback. Its good to know what others are doing.

Johnny