Recently completed an NPS survey and it looks like the Contact Data is missing from 91 of the 98 responses.
Is it possible to recover this data so we can follow up with our customer?
Hey UD Perks!
To expand a bit on Tim’s answer, this most commonly happens when the “general”/default share link is copied from the Share tab and pasted inside your Email Campaign message. The default link, as Tim describes, is not unique, and does not have any tracking capabilities built in.
For Email Campaign respondent tracking/automatic identification to work, the “invite link” merge code must be used in your email messages, not the default link. An “invite link” merge code will be present by default, and if you accidentally delete it, our software will actually insert it again automatically. If you’re ever unsure if you have the correct link in your email message, please feel free to reach out to our Support team via chat or email and we’ll be happy to confirm 🙂
If the responses came in from a unique link in an email campaign, the contact data will have been collected. If that data was not collected for any of your survey responses, it means those respondents did not access the survey through the unique link, they probably used the non-unique default link instead. For any response that came in through the non-unique default link, the contact data would not have been collected, and in this case it is unfortunately non-recoverable.
If you have any further questions about this, please contact our support team at firstname.lastname@example.org.
Tim – SurveyGizmo