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If you send surveys automatically you may want to make sure a customer doesn’t receive them too often. You can do that here:

  • Hover over your name on the main menu.
  • Click Company Settings on the drop-down menu.
  • Click Feedback Request Settings on the secondary navigation bar.
  • Select a value in the drop-down under Over- Survey Protection and click Save changes.

Feedback request emails will still be created and queued if you have automated them, but when the send time comes, if one has been sent within the period of time you’ve specified, the request will not be sent.

This setting is useful, for example, if you have some customers who order very regularly—perhaps even multiple times a day—or if you have customers on subscription billing but you only want to invite feedback once every 6 months.

There are no hard and fast rules about frequency, it’s just a case of choosing what’s right for you and your customers. You need to balance on the one hand making it easy for people to give you feedback when they might have a reason to and on the other hand sending too many emails to the same person. The main thing to bear in mind is that it’s best to choose it from the customer’s point of view. You could even ask them—remember it’s for their benefit that you’re doing it.

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