Incomplete Surveys
- Gabrielle Pollack
This feature is available only to Enterprise professionals.
The Incompletes page is a centralized hub within the Experience.com platform, offering comprehensive oversight of all incomplete survey transactions across campaigns and users within an account. Administrators, organization managers, and account managers can efficiently monitor and manage incomplete surveys, while regular users gain insights into their own outstanding survey requests. Through intuitive filtering options and an expandable action menu, users can delve into transaction details, send reminders, and take necessary actions to ensure survey completion. With its user-friendly interface and robust functionality, the Incompletes page streamlines the process of addressing incomplete surveys, ultimately facilitating a seamless feedback collection experience.
Viewing Incomplete Surveys
The Incompletes page is a repository for all incomplete surveys within an account. Admins, organization managers, and account managers can view incomplete surveys across all users and campaigns in the account. On the other hand, regular users can only see their own incomplete surveys.
In addition to identifying the originating campaign and recipient of the survey request, users can click on the numbers within the Email and SMS Reminder column to delve deeper into the transaction details. This includes the total number of communications sent to the recipient and the timestamps for each communication.
The list of incomplete surveys can be filtered based on various criteria such as campaign, participant type, and specific date ranges.
Send a Reminder Email
Each campaign within the Experience.com platform can be equipped with up to three automated email and SMS reminders, carefully configured by account managers or administrators during campaign setup. In addition to these automated messages, users can manually trigger additional reminders to prompt survey completion.
A cap on the total number of reminders, encompassing both automated and manual communications, and both SMS and email communication can be established and adjusted by account or organization managers, ensuring optimal communication management. Learn more about configuring a maximum number of reminders.
To initiate a reminder for an incomplete transaction, users can utilize the expandable action menu in the far-right column and select Send reminder email or Send reminder SMS.
In cases where the reminder cannot be dispatched due to predefined limits or duplicate suppression protocols, a notification will be displayed, offering insights into the reason for the failed transmission upon hovering over the corresponding red notification.
Disable Auto-Reminders
Occasionally, individuals may request to cease receiving further reminder emails for survey requests, citing various reasons. To honor such requests, users can navigate to the action menu in the far-right column of the incomplete table and choose the option Disable auto-reminders. By selecting this option, users ensure that no additional automatic reminders will be dispatched to the recipient, accommodating their preferences effectively.
Expire Survey
The Expire Survey button deactivates the unique survey link associated with the recipient's transaction, invalidating the link in their email/SMS. Should the recipient attempt to access the link after its expiration, they will encounter a page that prohibits them from taking the survey. It's crucial to exercise caution when using this option, reserving it for situations where the distribution of the survey link may have occurred inadvertently or in error.
Expiring a survey does not disable any remaining auto-reminders. To ensure recipients do not continue receiving survey reminders after expiring a survey, disable the survey reminders first.
Viewing Expired Surveys
The Expired Surveys page provides an all-encompassing history of expired surveys for the selected campaign(s). This page is accessible for a general overview of all campaigns by expanding the Campaigns tab in the left-side navigation menu and selecting Expired Survey, OR within an active campaign’s analytics by selecting the Expired Survey tab.
Users can search or filter their expired surveys by the expiry date, participant type (such as buyer, seller, borrower, co-borrower, etc.), and expiry type (manual vs. automatic).
The table displays essential information, including campaign details, customer and agent information, expiry details (date and type), and a history of communications sent to the customer via SMS and email. This feature ensures users have a clear overview of expired surveys and the corresponding communications with participants.