In some cases, there may seem to have a big distance between the interaction date, when the end customer bought a product, called customer service, or engaged with the company in another way, and the date they answer a survey. This could lead to the conclusion that the survey has been answered after the survey expiration date.
The image below shows the response details report that is sent when a new response is recorded:
The report shows a 10 days difference between the interaction date, May 10th, and the survey complete date, May 20th. Let us suppose that the expiration time is set to 48 hours. This could lead to the conclusion that the survey should not be answered after May 12th but the report states that the answer was on May 20th.
This issue is caused by a misunderstanding of how the survey expiration works. The expiration date is calculated based on the import date, not the interaction date. So, if a long time passes between the interaction and the invitation import, it will lead to this situation.
So, in order to check if the survey has been answered after expiring, check when it has been imported to ResponseTek.
In case you find out that the survey has indeed been answered after expiring, please create a support ticket informing:
- The invitation number
- The invitation import date
- The answer date
- The expiration time
The support team will analyze the information and get back to you as soon as possible.