Understanding Your Survey Touch Frequency Filter
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A standard feature of all LoyaltyLoop surveys is our Touch Frequency Filter to ensure you engage the right customers at the right time. No one wants to get sent surveys too often, and our Touch Frequency Filter ensures this doesn't happen.
Just as the name sounds, our Touch Frequency Filter ensures the same contact (i.e. email address or mobile number) is not "touched" or engaged too frequently, based on your specific situation. Every business is different, and how you choose to engage customers for feedback and reviews is entirely in your control with LoyaltyLoop.
The Touch Frequency Filter can be set as low as zero, no filter. This means each time the same contact shows up in your launch data, that customer will be sent a survey request. If you have very few repeat customers, or if your customers purchase on a very specific cycle (e.g. quarterly), a Touch Frequency Filter of zero may be perfectly appropriate. But if you have repeat customers that make purchase regularly, or in unpredictable ways, adding a Touch Frequency Filter is a great way to prevent your customer from getting too many requests, or survey fatigue.
Let's take an example of a business that has a large percentage of customers who make purchases every few weeks or months, and the Touch Frequency Filter is set to 90-days. Each time a survey is processed for launch, whether the manually uploaded via the Launch Pad, sent to us via your Launch File Email Address, or via an integration, LoyaltyLoop will evaluate each contact against the filter. If that contact has been sent your survey in the prior 90-days, that contact will be skipped for this launch. In this example, repeat customers will have an opportunity to give feedback appropriately every 90-days, or 4 times per year, when buying regularly.
Remember, the Touch Frequency Filter is set on a specific survey, but is evaluated per contact. Since not all customers will purchase on the same date, this allows you to survey samples of customers, all of whom have cleared the Touch Frequency Filter. Whether you choose to send (launch) surveys every day, week or month, you will engage the correct sample of customers, without over-touching them.
CAVEAT: If you use more than one email address for the same contact, LoyaltyLoop will treat each email as a unique contact, and that customer could receive more than one survey in a narrow window if one transaction referenced one email address, and another transaction soon after, referenced a different email address.