Problem
Customers received two surveys for each job.
Solution
If a customer receives two surveys for a job, the second survey may have been sent automatically based on the Review Generation setup or was sent again manually.
Check the survey resend conditions
Go to the navigation bar and click Marketing.
In the side menu, click Reputation > Review Generation.
Next to the affected survey that was sent twice, click Edit.
Click Continue until you reach the Prompt step.
Review the Survey resend conditions. When the Enable Survey Resend toggle is turned on, the survey is resent after the specified number of days if the customer does not click any review links. As a result, the survey is automatically sent twice if the customer remains unresponsive.
If you don't want to resend this survey, turn off the Enable Survey Resend toggle.
Click Continue until you reach the Review & Submit step.
Click Update Survey.
If the Enable Survey Resend toggle was already turned off for this survey, the survey most likely was manually resent to the customer.
Check if the survey was resent manually
If the survey is not configured to resend automatically after a specific period of inactivity, it might have been sent manually. We recommend checking with your office employees to determine if they resent the survey.
Office employees can either resend a single survey or multiple surveys.
To resend one survey:
Go to the navigation bar and click Marketing.
In the side menu, go to Reputation > Review Requests.
Find the survey in the list that needs to be sent again. You can also use the Search by Job Number box at the top to easily search for a specific job.
Check the box next to the specific survey and click Resend Survey.
To resend multiple surveys:
Go to the navigation bar and click Marketing.
In the side menu, go to Reputation > Review Requests.
Select all surveys that need to be sent again in the list.
Click Resend Survey.