Overview
Not getting answers to a survey is something that surely worries customers since the purpose of ResponseTek is to collect feedback. This article will help you with this matter.
Solution
First of all, you need to bear in mind that this is not a simple question to answer. There are several possible reasons why the survey is not getting responses. These are some of them:
- Invitations have been rejected, so no one has been invited to answer.
- Invitations could not be sent to end customers.
- There is an issue preventing end customers from answering the survey.
- If the survey is integrated with another web site, this integration may be broken.
- Platform maintenance. This can be checked on the Skyvera status page history.
You can start diagnosing the issue by checking if the invitation files have been properly imported. If the invitations have not been imported, please fix the issue that is preventing them from being accepted.
If the invitations have been properly imported, the support team needs to investigate what is happening in order to find out the exact cause for the issue. Please open a support ticket and include this information:
- When did responses stop to arrive?
- Which surveys are being affected?
- Have invitations been accepted by the import process?
Based on this, the support team will start the investigation.
<supportagent>
Please check this article in order to investigate the issue.
</supportagent>
Testing
This issue can be considered solved when responses start to flow in again.