Over-surveying occurs when customers receive too many surveys within a short time period. Preventing over-surveying helps maintain customer engagement and protects response rates.
Listen360 includes controls that prevent surveys from being sent too frequently to the same contact.
How the Survey Cap Works
The platform checks the survey history for each contact before sending a new survey.
If the contact has already received a survey within the configured time interval, the system does not send another.
This rule helps ensure customers are not overwhelmed with survey requests.
Configuration
- Navigate to Account>Templates
- Select the template you want to configure
- Locate the Repeating Surveys section
- Set the minimum time between surveys
- Click Save.
The system applies this rule to all future survey triggers.
*This setting will only appear on templates of the Recurring type. Templates that are of the Service Completed type are intended to be used in scenarios where you would want a survey to be sent for every job completed, so a cap isn't relevant.
Best Practices for Survey Limits
To maintain strong response rates:
- Avoid surveying the same contact too frequently.
- Align survey timing with meaningful customer interactions.
- Use longer intervals for recurring relationships.
These practices help ensure surveys remain valuable to both your organization and your customers.
Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com