When surveys are sent to customers, we want to give them adequate time to see and respond to the survey, but not so much time that by the time they provide feedback, it's no longer actionable. To avoid surveys being responded to too long after the support interaction took place, surveys will expire 7 days after they have been sent to the customer.

How does survey expiration change the customer's experience when filling out the survey? It doesn't! Customers will still be able to access the survey email, and click through the survey as they normally would. The only difference is that we do not record the response provided by the customer. This ensures that your historical data isn't being changed by late replies to surveys and that the feedback your team sees is recent, relevant, and actionable in real-time during coaching and the QA process.

If the 7-day expiration is too short or long for your team, please reach out to your Client Success Manager to discuss survey expiration options!