Not sure if this fits here or developer section but taking a shot.
Setup: Integration with Salesforce, distribution workflow that creates a list each month, distributes individual links to 300-500 recipients ~ 3am central on second Thursday of the month.
Result: We recently encountered an issue where all recipients in a subset of our distribution responded near instantaneous to an invitation with negative NPS scores. 12 of 12 returned an NPS of 3 or less, solely from inline question around 3am. Survey initiated at ~3am, 24 hour window to record incomplete responses, recorded at ~3am the next day. This is the only recipient this has happened to us in over 2,000 distributions within a year.
They are trying to tell us there is an issue with Qualtrics or the distribution workflow. Or we are having the conversation of their email system possibly being compromised or something wrong on their end.
Has anyone every experienced something like that that was deemed to be a Qualtrics glitch or error? The support channels aren't working for me right now.
Are you B2B? If so, more than likely, it's their spam filters clicking into links in the emails, registering as responses. For this reason, I stopped the practice in including inline questions in the emails long ago. The spam filters tend to use the first several links for their testing, thus giving you the negative spectrum of responses.
If you include just the link to the survey, you will avoid this issue.
Another option is to throw out all responses where they only answered this first question and didn't move on in the survey.
https://community.qualtrics.com/XMcommunity/discussion/comment/42333#Comment_42333Thank Inessa! After speaking with Qualtrics support and the customer, this was indeed the case. The solution offered was they put the distribution email address in their whitelist so it wouldn't check links from our invitations going forward.
Unfortunately a good bit of our engagement comes from the inline question, so unless we completely shift our distribution we need to design another solution.
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