Send Rules give you the control to send feedback invitations at the right time to prevent over-surveying your database and to prevent your team from being overwhelmed from receiving too much feedback at once.
Send Rules are currently used in conjunction with the Email / SMS Feedback Invitation API and our channel partner integrations.
Why you shouldn't over-survey
Over-surveying is the act of asking someone for feedback too often or too close to their experience with your business. Over-surveying causes what's known as 'survey fatigue' - when someone experiences this they are less likely to submit feedback, or they might submit negative feedback regarding receiving the feedback invitation.
Preventing survey fatigue is key and the send rules give you the controls as to when and how often someone in your database will be sent a feedback invitation.
The Send Rules
The send rules that are available. You may use one or a combination of multiple rules. Our recommended send rule settings are below.
Message type
Select which channel to send the feedback invitations through. Select from email priority, SMS priority, email only, SMS only, or email and SMS.
For example, if email priority is set and a customer has both an email address and mobile number, then only the email will be sent. If a customer only has a mobile number then the SMS will be sent.
SMS or email only will only send to customers who have the relevant record.
Email and SMS will send both and email and SMS feedback invitation if the customer has both records.
Contact restriction
Send one message per email or mobile over the selected time period. (ie, send only one feedback invitation to an email within 60 days)
Send range
Select the days of the week and hours that feedback invitations should be sent between (ie, can set feedback invitations to only be sent between Monday - Saturday 9am - 6pm).
Location feedback volume restriction
Set a limit to the number of feedback invitations that are sent out for each of your locations. This helps stop locations from being bombarded with a lot of feedback. EG. You could choose to only send 30 feedback invitations per day for each location. (we recommend leaving this off until you get an idea of feedback volumes with the automation and what the locations capacity is to handle it)
Frequency
Choose when feedback invitations should be sent. This can be either 'Delay', 'Batch' or 'Schedule'. This is mostly helpful if you send us transaction info in real time as you can use the Frequency rules to control when the feedback invitations are sent. If you are using an array and sending the data all at once at a certain time these may be less useful.
Delay - Messages will be sent after the delay time selected (eg, 1 hour after we receive the transaction info we will send the feedback invitation).
Batch - Messages are batched to be sent out at a frequent time (eg, if set to hourly, feedback invitations will be sent at the beginning of every hour between your send range. For example, if a transaction happens at 1.12pm and another at 1.47pm, both feedback invitations would be sent at 2pm).
Schedule - Messages are held and sent at a recurring time of your choosing. (eg, you could schedule feedback invitations to be sent daily Monday through Friday at 12pm each day).
Recommended Send Rules
We suggest at minimum having a 60 day contact restriction and a 1 hour delay on sending your feedback invitations. We find it's best to tweak these rules and add others once you have seen how your customers respond to feedback and the expected feedback volumes after running your feedback programme for a few weeks.
To create or update your Send Rules contact the Customer Radar support team.