Are your customers telling you the whole truth?
After several requests from our members, we’ve recently implemented a new survey expiration process for all surveys. Here’s why:
Projects completed years ago may refer to staff members no longer with your company, or materials and business practices you do not use today. Therefore, those survey responses may not accurately reflect your current business.
To avoid homeowners from years prior leaving new but potentially irrelevant feedback and/or reviews that may negatively impact your business today, unanswered or inactive surveys should expire after some time. With that said, homeowners do have right to think their survey responses over and take the time to thoroughly inspect the quality of the service they received before providing feedback, which is why we’ve implemented the new active, inactive, and expiration process.
Our new survey expiration process:
Active surveys: For ‘Active’ surveys (marked as ‘In Progress’), we’ll continue to reach out using our current process (email, phone, and mail card). If a survey remains unanswered 60 days after our survey team’s last attempt, the survey’s status becomes, ‘No Response,’ and is considered ‘Inactive.’
Inactive surveys: Surveys with “No Response” statuses, along with those that have been “Abandoned” by the homeowner, will enter a period of inactivity. Although our survey team does not reach out to inactive surveys, these surveys will remain in the system. This means that homeowners can still access it via email, mail card, or by calling our survey team at 844-585-1199.
Expired surveys: Surveys without responses (‘No Response’ or ‘Abandoned’) 365 days after their initial launch date will expire. Homeowners cannot access expired surveys, and therefore cannot submit any responses. FYI, expired surveys will still appear as ‘No Response’ or ‘Abandoned’ in your account. Although you will not see a survey’s expiration status, you can easily calculate it by adding 365 to their “Survey Sent Date.”
Have questions about these changes? Contact your member success representative or email support.