When you use LoyaltyLoop, there are distinct options available to you to tune when your surveys are sent (aka "launched"). There are 2 primary launch methods, (1) On Demand, and (2) Scheduled. The method available to you is based on how your survey data is received by LoyaltyLoop.
Keep in mind that regardless of the launch method, LoyaltyLoop applies business rules to ensure the correct contacts are surveyed for your specific business needs.
Lastly, all surveys are typically sent (launched) around 9am your time.
What Business Rules? By default, we apply rules that:
- deduplicate contacts from your data to avoid sending multiple survey requests to the same email address.
- apply a Touch Frequency Filter, to avoid over-touching the same contact too frequently. In addition, you may have custom business rules applied to your account, such as removing contacts with a transaction amount below a certain threshold.
- any other custom rules that apply to your specific business.
Now let's review the 2 launch methods and options.
1. On Demand Launch
On Demand launching is available to customers who upload the survey data to their Launch Pad or send it to us via your Launch File Email Address. On Demand is applicable regardless of whether your manually email the file to your Launch File Email Address, or if your system automatically emails it.
When your data is received by one of these methods, your survey will be sent on the next available Tuesday, Wednesday, or Thursday, excluding observed holidays. When your data is received before 9am ET on a Tuesday, Wednesday, or Thursday (excluding holidays), it will launch that day, otherwise it will launch the next available launch day (Tues - Thurs).
Let's look at a few specific On Demand examples for extra clarity.
Example 1:
If your data is received Monday evening, then your survey will launch the next day, which is Tuesday of that week. If this pattern repeats because you're automatically emailing your data on Monday evenings, then your survey will launch every Tuesday.
Example 2:
If your data is received Thursday at 9:45am ET, then your survey will launch on the next available launch day, which is next Tuesday.
Example 3:
If your data is received every day of the week, Monday through Friday, at 8am, then your survey will launch as follows: On Tuesday, we will launch the survey for the data received on the prior Friday, and this Monday and Tuesday. On Wednesday, we will launch for the data received on Wednesday. On Thursday we will launch for the data received on Thursday.
Example 4:
If your data is received every 2nd Tuesday of the month, then your survey will launch on the 2nd Wednesday of the month.
2. Scheduled Launch
When your data is received via one of our Integrations or via our API, you can specify the schedule when your survey will launch. By instructing our Support Team, we will set a specific schedule for your survey to launch. You can specify a launch frequency of Daily, Weekly, Bi-Weekly, Monthly or Bi-Monthly. You can further fine tune the launch to a specific day of the week or month. For example, you can specify to launch Daily, but only Monday through Thursday, or Bi-Weekly every other Wednesday, etc.
Example 1:
Your Integration/API feed sends data to LoyaltyLoop every day, 7 days a week, at 5am ET, and you've specified a Weekly launch frequency on the first available Tuesday, Wednesday or Thursday. Here's your launch pattern. For the data received between the prior Wednesday through this Tuesday, your survey will be launched this Tuesday, unless a holiday, in which case it will launch this Wednesday. This pattern repeats every week.
Example 2:
Your Integration/API feed sends data daily to LoyaltyLoop at 5am ET, and you've specified a Daily launch frequency, Monday through Friday. Your survey will be launched this Monday, for the data received from the prior Saturday through this Monday. It will be launched this Tuesday for data received this Tuesday, launch Wednesday for data received Wednesday, and the same for Thursday and Friday.
Example 3:
Your Integration/API feed sends data daily to LoyaltyLoop at 5am ET, and you've specified a Bi-Weekly launch frequency, for every other Monday. Your survey will be launched on Monday, for the data received from the Tuesday two weeks prior through your Monday launch day.