Surveys

Marketing & Content Hub Tips, Tricks & Best Practices
1

Hi

I am currently reviewing the way we send out our monthly and annual survery’s to customers including Onboarding of new customers. Customers have been sent the survery’s before are being pulled in even though they have been sent survery’s before (this is mainly because changes have been made by mistake on the record and enrolled back into the list/workflow).

What settings are you currently using that works for you, is there anything that i have not considered here? Thank you

2

Hi @APatel88
Thank you for reaching out to the Community!
I’d like to invite some community members who are subject matter experts to join this conversation.
@danmoyle @FrancoisSmit777 @karstenkoehler - Would you be able to share any insights on this? Your expertise would be greatly appreciated.
Best,
Victor

3

Yes sure

4

Hi @APatel88

The way I’d set it up is pretty simple: create a list of everyone who’s already received the first survey, and then use that list as an exclusion for the next one.
That way, even if something changes on their record, they won’t get pulled back in because they’re already marked as “surveyed.”

A couple of other things that help:

Re-enrollment: Check your workflow settings and turn re-enrollment off unless you specifically want people to be able to come back in. That’s usually the reason people get the same survey again.

Completion property: Add a property like “Annual Survey Sent – 2025” that gets updated when the survey goes out. Then you can exclude on that property in any future lists or workflows.

Separate workflows: Keep onboarding surveys separate from your monthly/annual ones so they don’t overlap and trigger at the wrong time.

Test lists – Before sending, I’ll normally build a quick test list of who will receive the survey. It’s the easiest way to spot duplicates before anything actually goes out.

Between the exclusion list and the no re-enrollment setting, you’ll stop people being pulled back in by mistake.
Best,
Francois
Smit Marketing
www.smitmarketing.co.uk

5

I’ll second what @FrancoisSmit777 says here. My best advice would be the point to “keep onboarding surveys separate from your monthly/annual ones so they don’t overlap and trigger at the wrong time.” That’s a big one for me.