Personalised survey link expiry issue | XM Community
Skip to main content

Hi

Have seen a few posts about this but haven't seen a clear solution. Experiencing the same issue where i generate personal links but then get frustrated customers who receive a link expiry issue.

 

It is not an expiry date issue as have set it for 90 days but am having customers experience expiry issues after 3-4 days. The survey link isn't completed as there is no recorded survey in the data & analysis tab and its not sitting in the incomplete bucket - seems it just disappears.
 

Is there a way to disable all of the expiry criteria e.g. date as well as if link is accessed via multiple devices (phone and laptop) or anything else?
 

Appreciate any help or tips.

Hey @Cenzi 

Maybe it is your settings on the survey. 
If the customer clicks on the link it will delete the survey after 72 hours if your settings are like this.

 

Hello @Cenzi, 

If you want to disable all expiry criteria, you can do the following:

  • Set the Link Expiration to a far future date when generating personal links.
  • Increase the timeframe for Incomplete Survey Responses in the Survey Options.
  • Do not set a Survey Expiration Date in the Survey Options.
  • Do not enable the Prevent Multiple Submissions feature in the Survey Options.

Please note that even with these settings, a personal link can only be used once. If a participant starts a survey and then abandons it, they will need a new link to start the survey again.

 

Leave a Reply


Terms & Conditions