Follow-up to my previous comment - looks like the whole service was down. Fortunately all my changes were saved - all good. Phew!
I'm seeing this message today and freaking out that I've lost all the changes I've made ... I hit the survey preview and it's an old version of my survey ... wahhhhhhhh.
Well it turns out that an email server firewall may have been the culprit to causing a significant # of responses recording a 0 NPS score, fortunately easily identified as "Spam" in the Response Type column. The first alert to us was noticing that we had many more respondents for the first NPS question embedded in the email but then a drop in # respondents for the rest of the survey --> then we noticed almost all of our partial respondents only answered the 1st question and nothing else --> then we noticed the partial respondents (vs full respondents) were driving down our NPS score and almost all of the detractor scores were 0 --> then we noticed "Spam" in the Response Type column. Qualtrics engineering team helped identify this as an email server firewall issue where they're checking links and then getting logged as a survey response however with no user input. Have any of you run across the same issue where you found several respondents who only answered the embedded NP
Qualtrics suggested this spam testing site for your emails: https://spamcheck.postmarkapp.com/. They said to get the full message, follow instructions here: https://support.google.com/mail/answer/29436?visit_id=636737173142894617-1899137928&rd=1
We are having the same issues - we recently joined Qualtrics, and we are experiencing a higher than normal email undeliverable and bounce rates. We set up the SPF record. I asked our IT dept about the SMTP relay setup - they said no b/c that would allow Qualtrics to access our internal systems. Our IT dept said we should talk to our customers' email admins to find out if their servers are blocking our emails and find out why -- but that's asking a lot from our customers. Reading this thread makes me feel better that we're not alone?
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