'This question was not displayed to the respondent' for entire survey, but marked as a finished response? | XM Community
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Hi all, I have a survey which I have distributed via emails to a distribution list. 

 

I am having a problem where:

  • two respondents havetheir survey marked as ‘Finished’ in the Directory Timeline.
  • upon clicking on the ‘View response’ icon, the entire survey is greyed out and has the note under each section ‘This question was not displayed to the respondent’. This should not be possible as none of the questions is optional.
  • The respondents are sure they answered the questions.
  • Their responses are not listed in the Data and Analysis tab, so I cannot send a link for them to retake the survey.

I would like to delete these responses and re-send the survey urgently. Is there a way to do this?

Why might it have happened, and can I prevent it happening again?

 

You can re-send the link to the respondents, essentially re-distributing the survey to these two customers. To do so, ensure that there are no contact frequency rules that might prevent the customers from receiving the survey again.

If they retake the survey and the issue regarding the questions being marked as "not displayed" persists, I suggest contacting support and creating a ticket. This might be an internal issue with your account.

@Echo_37 

Can you check the value of FINISHED for these responses? If its false then the issue is with your survey options where you have set the partial responses to record after a certain timeframe and thats the reason. This is why the responses got recorded.

You can send the retake survey link and the same response will be updated. 

Following resource should help:

Incomplete Survey Responses (qualtrics.com)

Retake Survey Link (qualtrics.com)

Hope it helps!

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