Asking for online reviews and customer feedback from the right customers at the right time is crucial to getting higher response rates and greater ROI for your campaigns.
Over-soliciting your customers for feedback or reviews may result in them being less likely to participate, and less likely for them to provide positive feedback or reviews.
This is why we created Over-solicitation Protection, which allows your customers to receive only one feedback request email from your account per month (30 days).
As an example, if a recipient visits two separate locations within the same account and within a 30-day time frame, the recipient would not receive the second feedback request email.
Over-solicitation Protection has been automatically turned on for every account. However, if you would like to change or edit your account preferences, please contact your dedicated Customer Success Manager and they can customize the amount of days in between each request for you.
What does this look like in the dashboard?
To see what Over-solicitation Protection looks like in the dashboard, click on the "Ask for Reviews" tab at the top of your dashboard page. Then select the “Campaign Metrics” subsection. From there, choose your campaign and you’ll see a summary similar to the photo below:
If a recipient is prevented from receiving a campaign, it is added to the “Sent” total in metrics, but individual recipients are marked as “rejected” due to Over-solicitation Protection.
Please email us at email@example.com if this protection does not fit your business model, or if you wish to change your settings. Your Customer Success Manager will happily update your preferences.
Note: Over-solicitation Protection is currently only available for feedback and review requests sent via email. At this time, there is no buffer or protection on SMS requests.