CX: Touch Rules

SURVEYMONKEY CX: SurveyMonkey CX is another SurveyMonkey product that helps increase customer loyalty. If you're interested in learning more, contact sales.

Surveymonkey CX is a tool for collecting valuable feedback from your customers. Depending on how often you interact with a customer, you may want to limit how often they are sent surveys so as not to fatigue them. CX offers a great feature for this called Touch Rules.

Enabling Touch Rules allows you to limit how often a customer is sent a particular survey by setting a minimum amount of time (in months) between "touches."

For example, lets say you send your CX survey to everyone who purchases your product. However, some of your customers purchase your product every month. If you want to ensure they only get a maximum of two surveys per year, you would set your Months Between Touches to 6 months.

To set a Touch Rule, navigate to the Setup for a particular survey. Then, click Advanced towards the top right of the screen.

Scroll down until you reach the Touch Rule heading. Ensure that the Enable Frequency Touch Rule box is selected.

Enter in the amount of time (in months) you would like between touches, and click Update. This will ensure that customers are not reached more than once within the time frame that you set.

Limit how often you contact a customer.

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