All survey campaigns (except the anonymous link campaign) give you the possibility to configure email survey reminders.
Reminders are an effective way to reach out again to contacts that have received your survey and did not answer.
If you've switched ON a Regular Email survey campaign and the reminders are not being sent at the expected time, please check the reasons below in order to troubleshoot this situation:
Used up all the allocated survey credits. Each Retently plan has a daily and monthly limit of surveys that can be sent. Once you’ve reached that limit, new emails and reminders won’t be sent through Retently, until the survey credits renew, or reach out to sales@retently.com to add more survey credits to your plan. You can check how many survey credits you’ve used by clicking on your profile in the upper right hand corner of your page in Retently.
The Campaign daily limit was reached. If you’ve checked your profile and there are still enough Survey credits for the remaining of the month and the day, then perhaps the issue is in the Campaign settings. To solve that, go to the settings of your campaign and turn off the survey limit, either increase it. Please, consider the fact that both reminders and new surveys add to this daily limit.
A specific contact didn’t receive the reminder or survey. This can happen if our system identified the contact as a non-deliverable contact or if any of the previous surveys bounced. To verify if it is so, click on the contact that did not receive the survey and check if next to their name there is the “Bounced” or “Non-deliverable” tags.
A reminder was sent a day after it was supposed to be. This may happen if the initial survey was triggered or sent after working hours (within Retently this is 10:00 am - 05:00 pm Account timezone). Although you can trigger the transactional or manual survey whenever an action happens, the survey reminder will follow the predefined schedule of 10:00am - 05:00pm in your account's timezone.
Reminders do not fit the survey timeframe. Retently’s reminder survey algorithm runs every hour and it’s initiated at the start of the campaign’s timeframe start hour, therefore, If a survey was initiated less than an hour before the end of the schedule’s end, our system will remind those users of the survey the next day. To avoid such an occurrence, try to either extend your survey schedule by either one hour, or try to avoid surveying customers in the last hour of your schedule.
The reminders expired. In Retently the reminders are sent either according to their timeframe, alternatively, in case the campaign was off for any reason, within 8 days from its supposed sent day. If the campaign was off for more than this, the reminders will never go out.
Multiple campaigns that overwrite each other. If all your campaigns are recurring and have a similar setting, then the customer might get stuck in a loop of recurring surveys from a previous/different campaign. For correcting this you will need to either review the recurring schedule or use different attributes to segment your customers better.