Providing a post-survey reward is common practice among organizations sending SMS surveys to large populations. Some organizations use TextIt's flow event WebHook functionality to populate the final message in a survey with unique coupon codes or to transfer airtime, while others send out coupons by (e)mail. Reimbursement strategy notwithstanding, most take measures to prevent survey participants from abusing their SMS applications, including:
- Alternating Response Rules
- Limiting Incorrect Responses
- Limiting each Contact to a Single Take
This article will use the workflow pictured below to demonstrate how you can do so with your own TextIt SMS application:
Alternating Response Rules
It's important to alternate response rules to ensure a contact can't pass through an entire workflow by repeatedly sending the same response. Alternating between numeric and text-based response rules prevents this from occurring. The following are examples of both types of response rules applied to the question, "Are you interested in taking future surveys?":
Limiting Incorrect Responses
You can use multiple Update the Contact actions (see "Updated Value for Retries" above) to limit the amount of times a contact can incorrectly respond to a question (thus passing through the "other" category of the subsequent RuleSet). To so, you'll first need to set a limit to the amount of incorrect responses you'd like the RuleSet (see "Wait for Number" above) to process. In the example below, each contact is given 3 chances, which are updated to the "Retries" contact field:
Now that the limit has been set, an additional Update the Contact action will need to be added to the Send Message action that proceeds the "other" category of the "Wait for Number" RuleSet:
Place the @(contact.retries - 1) expression in the "Value" input. This will count down the value you initially set for "Retries" each time a contact passes through the "other" category of the "Wait for Number" RuleSet.
All that's left to do is add a Split by Contact Field RuleSet (see "Split on Retries" above) that will evaluate each contact's "Retries" value each time they pass through the "other" category of the "Wait for Number" RuleSet and exit them from a flow if it's less than 1:
This configuration can be placed before and after each subsequent RuleSet to ensure the entire workflow is consistent.
Limiting Each Contact to a Single Take
An Update the Contact action (see "Update Value for Housing Survey Completed" above) can be added to the last message of the survey to prevent a contact from taking it twice. In the example below, contacts who reach the end of the survey have the word "Yes" placed in their respective "Housing Survey Completed" contact fields.
The addition of the "Split on Housing Survey Completed" to the beginning of the workflow allows it to check each contact's "Housing Survey Completed" contact field for the word "yes." If "yes" is present, the contact may not enter the flow:
The same method can be used to prevent contacts who've opted-out from receiving future surveys. Simply place a Split by Contact Field RuleSet at the beginning of each workflow that looks like this:
Contacts who've opted out will pass through the Opted-Out category and can then be removed from the workflow.
Try it for Yourself
Create an account or log-in to apply these features to your own workflows. Questions or comments can be directed to firstname.lastname@example.org :)