You might've noticed that in the transactional email campaigns, there is a survey throttle option in the Trigger section.

By default, this option is enabled in all the newly created campaigns and is switched to 30 days throttle.

The way the transactional campaigns work is by having the survey sent each time an action is completed, so if you are using Retently for rating a purchase experience or a support ticket, you risk sending a survey each time these actions are completed, which more often than not can result in 3-4 surveys a month. This will undoubtedly create a survey fatigue and annoyance.

Survey fatigue is dangerous not only because it can potentially result in a lower reply rate but it can also skew your general score and increase the unsubscribe rate of your customers.

To avoid these effects, we always recommend leaving the throttle turned on, with a duration of at least 30 days or more.