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How to Prevent Survey Fatigue (Over Surveying)

Summary

To help prevent over surveying, the Simple Survey package includes a field called Survey Sent. The purpose of this field is to mark contacts with the date they were sent their last survey. This field is used in one of the workflow rules found in the Simple Survey Workflow Extension package to ensure surveys are sent to a given contact no more than once every X days.

Details

The Survey Sent field in Simple Survey is used with one of the workflow rules included in the Simple Survey Workflow Extension package.  A link is provided in our documentation.

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In that workflow rule, once a case is closed, if that case contact has not been sent an email within the allotted time, a survey email will be sent and the Survey Sent field will be populated with the sent date, otherwise no action is taken.  

This workflow rule is setup to check if a survey has been sent in the last 7 days, but this can be altered to any timeframe that fits your business needs.

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To edit this workflow rule go to Setup > Create > Workflow & Approvals > Workflow Rules.  
  1. Locate Rule "Simple Survey: Case Closed" and click Edit.  
  2. Under the Rule Criteria, locate the line of code that says "(Contact.simplesurvey__Survey_Last_Requested_On__c)) > 7)" and change the 7 to the number of days that meet your business needs.
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If you don't want to install the Simple Survey Workflow Extension package, you can use this field in much the same way creating your own workflow rule with an action to update the Survey Sent field.

 

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