TABLE OF CONTENTS


Introduction


This feature allows you to configure system-wide settings related to the sending of surveys & campaigns.


Note: These are settings that impact ALL surveys & campaigns in your platform.



How to access?


You can set up these configurations in the Settings -> System Admin > System Settings -> Surveys & Campaigns.

This feature is restricted to System Administrators only.



Partially Completed Surveys


Consider partially completed surveys as responses


This setting allows you to indicate that you'd like a partially completed survey to become a "response" after a certain number of days of abandonment, since the last survey action.


"Last survey action" is the last time a "next" button was clicked in your survey. CustomerGauge currently only captures data from questions on a given survey page when the "next" button is clicked. Most commonly, for our customers, this means the respondent selected an NPS score, clicked ”next,” but then abandoned the survey before clicking “submit” or before continuing on to page 3, 4, etc.


Because a respondent may decide to complete the survey a few days later, and because you likely also have automatic reminders being sent out after a certain number of days, we recommend that you pick a number for this setting that is at least a few days greater than your reminder rule. If you are unsure of what your reminder rule is, please open a support ticket and our team can assist you. 


To protect you from selecting a period of time that is too small, we've set the current minimum to 10 days from the last survey action. The maximum setting is 30 days from the last survey action.



Considerations Regarding Partially Completed Surveys


NOTE: While you can turn the partial completes setting on/off, any partially completed responses that occur while this setting is activated can NOT be undone.


When a record is transitioned from a partially complete non-response to a response, the following will happen:

  • Survey record gets a “completed date” & counts towards your response rate %
    • The completed date will be the exact day/time the partial complete becomes a response, per the rule you configure
  • Integration push-backs are triggered (both Integration Hub for Salesforce, Dynamics, etc.) and the CG GET Response API, if any of those are being used by your organization
  • Any Email from a matching Workflow Rule gets triggered
  • A case is opened in CustomerGauge for any matching rule
  • The response is reflected in any relevant report(s) in CG


How do I know if a survey record was a partial complete or a "full" complete?


There are a few places you can check:

1) On the Customer Details Page, the "Survey Transport" widget will tell you if a response was a partial complete
2) On the Customer Details Page, our support team or your Account or Implementation Manager can add a box with our "status" code shown in it. The status code for Partial Completes is 206, while the status code for a "full" complete is 207.

3) When you export data from CustomerGauge via the Customer --> Export Engine, our support team or your Account or Implementation Manager can add that "status" code field (mentioned in point 2 above) as an exportable field for you as well. 



Benefits of using Partial Complete Feature:

Pros:

  • Will help you increase your response rate – Based on our research, this will likely improve your response. We have found up to a 25% increase on survey response rate… (at least on NPS and questions on the first page) 
  • You can capture all NPS scores given (at least if the respondent completes the 1st page, and you have your NPS question on first page as is standard)
  • Could be particularly helpful for slightly longer surveys with higher abandonment rates


Cons:

  • You may not get all the other useful info that comes with a fully completed survey response (comments, drivers, etc.)
  • Indicative score only - a respondent may have changed their mind before submitting their score, had they chosen to submit the survey on their own.


How to configure?


1. Click the checkbox to enable the partial completes feature (or uncheck it to disable the feature).

2. Drag the slider to a value between 10-30 (days). This will be the number of days since the last survey action that a partially complete survey will be pushed to your platform as a response.

3. Be sure to click "Save", to save any changes you make.


Check your Partial Complete Results

If you like to check all your partial complete responses (or remove them) you can do so from the new Status filter.


By using this filter you can see only your Partial Complete responses or you can remove them from your other responses.




Understanding Partial Completes vs. "Abandons"

What is the difference between an "Abandoned" survey and a "Partial Response" survey?


An Abandoned survey is one that the recipient has clicked into (they've opened the survey link) but not completed it. For systems where the Partial Response setting is enabled, this means that Abandoned surveys would only be ones where a recipient has clicked into the survey but not answered/clicked any responses to any of the questions. If they have clicked on one or more of the survey questions*, then their survey gets converted to a Partial Response after the specified time period (20 days in the example shown above) and is no longer considered "Abandoned" at that point. It becomes a "Partial Response" instead. 


*NOTE: This explanation applies only to surveys completed via our newest survey functionality, in the Survey Suite. If your surveys are still being sent by the old system using Delivery Manager/legacy Survey Builder, then Partial completes are only captured 1 survey page at a time, and only once the respondent has clicked "next" at the bottom of the survey page (but has exited the survey prior to finishing the final survey page and clicking "submit").  


When does a record remain as "Abandoned" vs. becoming a "Partial Response"?


An Abandoned survey is any survey that was clicked into where no questions were answered/clicked OR any survey where some questions were clicked, but the survey was not fully completed, and the time period (20 days in the example shown above) since the survey was last edited by the recipient has not yet elapsed. In the case of the latter, the survey would be converted from Abandoned to Partial Complete once the time period has elapsed. 

Can a Partial Response ever revert back to being "Abandoned"?


No, once a record is considered a Partial Complete, it would never revert back to Abandoned.