Getting them live
Most fatigue rules silence the people you most need to hear from.
They suppress anybody recently sent a survey. So the customer who has ignored four in a row — the one whose silence is itself the signal — becomes permanently unaskable, while the enthusiast who answers everything keeps being asked.
Key it on answering instead and the rule does what it was meant to.
Who gets asked
Six filters, and the one that matters is scoped per kind.
Health band, contact role, how long they have been a customer, who owns the account — and a fatigue rule that suppresses anybody who responded to the same kind recently.
Two properties follow. It is scoped per kind, so a satisfaction question and a recommendation question can land the same day without colliding. And it keys on responses, so somebody who has ignored four is still eligible.
Always on and not configurable: only live contacts, only ones with an email address, deduplicated so one person is asked once even across several accounts.
- Anneke Smitprimary contact · never surveyed
- Pieter Vosanswered this survey three weeks ago
- Marguerite Okaforanswered a different survey last week
- Tobias Lindqvistignored the last four — still eligible
- Previewed before a single email leaves —
With the count and a sample, so a mis-set filter is caught at the launch screen rather than in somebody's inbox.
- A malformed audience returns nobody —
Rather than erroring, or worse, returning everybody.
The link
Reusable for reading, single-use for answering.
A second visit re-renders the page showing what they already said, rather than an error or a second submission. A second submission is refused at the application and guaranteed by the database, so two simultaneous submissions produce exactly one answer.
The link is signed, carries its own expiry, and reminders re-mint the identical link so the second email points at the same place rather than at a new one.
Reminders go out twice and then stop. Forever.
- Three kinds, three scales, one place they are decided —
A recommendation score, a satisfaction score and an effort score, each with its own range and its own bucket rules — computed once when the answer arrives and stored.
- A detractor produces a task and a faster escalation —
Due within a day, rather than a notification somebody scrolls past.
- Every answer logs itself on the account —
So the timeline shows that you asked and what came back.
›Can a response be amended?
No. The score is final once submitted — there is no edit and no withdrawal.
›Can surveys go through a portal rather than email?
A channel can be recorded and email is what actually sends. Treat this as an email survey.
›Can we export responses?
Not today. They are read on screen and they feed the health score.