Is it possible with Feedback to have surveys expire by a certain date if a person does not respond to that survey in that time frame?
Environment:
Survey Expiration
Feedback in Oracle B2C Service, All supported versions
Resolution:
Because many surveys are needed for only a limited period of time, you can set an absolute date and time when a survey automatically expires. In addition to an absolute expiration date, broadcast and transactional surveys can be set to expire relative to the date you send the invitation message.
Relative expiration can help you capture feedback in a relative time frame so that you can make decisions based on your insight. Say you create a recurring survey that filters every day for new customers to gather feedback about why your organization was selected. Also, you want to receive this feedback within 30 days. Since the survey is triggered daily, setting a relative expiration date instead of an absolute date keeps the survey active for all new customers, but also sets an expiration date relative to the contact it is sent to.
You can also set survey expiration based on the maximum number of responses you have received. For instance, suppose you want to offer your customers an incentive for their feedback. You could offer a coupon to the first 1,000 responses you receive. This option is available for all survey types, including survey by proxy.
In addition, you can customize the expiration message, per survey, that recipients receive if they try to take an expired survey. This helps ensure your recipients know the right course of action to take when an expiration message displays.
To set absolute or relative survey expirations:
- Open the survey for editing
- Click the Summary tab
- Click Edit next to Expiration Date
- Set survey expiration:
a) Select Time to Expire Survey and then type the date and time you want the survey to expire or click the calendar to select the date.
b) Select Relative Expiration (available in broadcast and transactional surveys) and then type the number of days you want to set the survey to expire after you send the invitation message. - To cancel an existing survey absolute expiration date, set to No Value. Select 'Today' to expire a survey at the current date and time.
- Click OK
- Save survey
Notes:
- The maximum days you can set for relative expiration is 365 days.
- If you set both an absolute expiration date and relative expiration, the criteria that is met first triggers the survey to expire.
- If a contact is past the first page and the survey expires, the survey will still be accepted. This means that there is a chance that surveys will be logged after the expiration date.
- For recurring surveys, only an absolute expiration date will expire an entire survey because relative expiration applies only to the contact the survey is sent to.
To set expiration based on maximum number of responses:
- Open the survey for editing
- Click the Summary tab
- Click None next to Expiration Max Responses
- Select 'Limit Responses' check box and then type the maximum number of responses you want to allow.
- Click OK
- Save survey
Note: The maximum number of survey responses that you can define is one million. A response is counted as soon as the answer to the first question is submitted. If you set both an absolute expiration date and a maximum number of responses, the criteria that is met first triggers the survey to expire.
To customize the expiration message:
1. Open the survey for editing
2. Click the Summary tab
3. Click Edit next to Expiration Message
4. Type the message you want recipients to see when they try to take an expired survey in the Expiration Message text box. You can use HTML tags in this text box.
5. Click OK
6. Save survey
Note: If you do not define your own survey expiration message, the system's default message is used.
For additional information, refer to the 'Setting survey expiration' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
