Creating a Group

You can create a group of surveys and set a rule for the group as a whole. This can either function as an override of the global rule, or come in addition to the global rule. When a group rule is set as an override of the global rule, the contact frequency check for a survey in the group will be across all surveys in the group, but will ignore any surveys outside of the group. If a group rule is set to be used together with the global rule ("Apply Global & Group/Survey Rules"), contact frequency rules will be checked for the group rule across the surveys in the group, in addition to checking for the global rule for all surveys in the contact database.

Switch between the two modes (either having the group/survey rules as an override of the global rule, or as additional group/survey specific rules in addition to the global rule) using the buttons at the top of the page.

Figure 1 - Apply Global & Group/Survey Rules or Override Global Rules

Example of using the combination of global and group level rules:

• In a VoC program where you have many different surveys running in parallel, you may for example want to have channel-specific rules so that a user will not receive another email survey until 30 days have passed since they were last invited to an email survey, and for digital intercept surveys you may want the limit to be 15 days after the last invite before the user receives a new intercept survey. You could in this case create a group for all the email surveys, with a contact frequency rule of 30 days, and another group for all the digital intercept surveys which you set to 15 days.

• In addition, you may not want your customers to receive another survey invite of any type until at least seven days have passed since the previous invite. So if they for example receive an intercept survey, they should not get any new survey invite (digital or email) for the next seven days, but on day eight they could get an email invite, and after 15 days they could get another digital intercept survey. The seven-day contact frequency rule can then be set as a global rule to achieve this.

Creating a Group Rule

1. In the hub, click the Contacts icon and go to the contact database for which you wish to add a survey with a specific contact frequency rule.

2. Select View and manage to open the Manage Contact database page.

3. Click the Manage Frequency button.

4. Click Create group.

The Create group overlay opens.


Figure 4 - The Create group overlay

5. Type in a name for the new group.

6. Type the required number of "rest days" into the field.

   This must be a positive number, and specifies the minimum number of days that must elapse between emails. For example, if you send emails to your contacts on a Monday and the "rest days" specified in the rule is 3, then the earliest you can send the next email to those contacts will be the Friday of that week.

7. Click Save.

   You now need to add surveys to the group.

8. Click the Add Surveys icon .

   The surveys available for selection are survey linked to the contact database, that don’t already have survey specific rules or belong to another group.

   
   Figure 5 - The Add surveys…​ overlay

9. Select the surveys that you wish to add to the group.

You can edit the rest days (click the Pencil icon ), add further surveys to the group (click Add Surveys icon ), remove surveys from the group (click the Remove survey icon ) or delete the entire rule (click the Delete icon and confirm) at any time.