Survey Frequency Advice | XM Community
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I work for a financial organization and we have 9 different surveys based on the product used that are triggered by transactions.  Some are more often, like branch visits or contacting the call center, while others aren’t as often, such as getting a mortgage/loan or new credit/debit card. 

Our current settings restrict members from getting the same survey more than once within 6 weeks and there is an overall restriction so they will not get more than one survey, regardless of type, within 24 hours of each other.

 

We are trying to determine if this is still too frequent and get a feel for what frequencies other organizations are using.  Anyone have any insights/suggestions they are willing to share? 

We use a 30-day rule, and for some more frequent interactions we wend down further to 60 days. We had complaints from customers about the frequency, so the 60-day rules is something we are moving towards on average.

We are a B2B organization though, so this may be different for consumers. But in general, survey fatigue is real….

I’m in healthcare, and we have a 30-day touch rule.  So, if I see my PCP in his office and I haven’t received a survey in the past 30 days, I get a survey on that transaction/experience.  But if 2 weeks later, I go to the emergency room, I do NOT receive a survey on that experience because I’ve already received a survey within the past month.  

 

Just as an FYI, we settled on this approach because patients are already getting appointment reminders and forms to fill out from us, so we want to be considerate of how often we’re sending them communications in general.  We have been using this touch rule for 3 years with no complaints.  

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