We have an API set up to pull in our member (customer) contacts into the XM Directory. Depending on the API set up, the contacts are added to specific lists which surveys are sent from. This works fine for our transactional surveys since our member had to do something to be added to that specific list.
I realized with our most recent quarterly NPS survey that it was sent to an inactive member that was originally added to the list when they were active. The list is pulled for all of our active members but updated weekly, so it continues to grow with new members but if someone closes their membership, they aren't being flagged or removed from the list. One idea I had was to create an embedded data field that would flag if a member closed their account so they could be excluded from the survey sample.
Has anyone come up with a way to remove contacts from your directory or indicate if a customer or member is no longer active with your company so that they will not receive surveys?
Best answer by LaurenK
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