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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Automated surveys
Customer experience | Sales, Customer Insights,...
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Automated surveys

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Posted on by Poppy10 45

I want to create an automated customer journey which will send out an email containing a survey link.  I can create the segment for the survey audience (to be sent to customer day after travel).  In order to prevent over surveying I want to create a suppression segment which will prevent customers who have travelled more than once in a 60 day period from receiving the survey email each time they travel.  I know how to add a static suppression segment to a customer journey.  How do I create a dynamic suppression segment?

  • MsMarketing Profile Picture
    MsMarketing on at
    RE: Automated surveys

    You are welcome! Glad we could help.

  • Poppy10 Profile Picture
    Poppy10 45 on at
    RE: Automated surveys

    I emailed the help email you included in your reply and have been provided with some instructions using Power Automate so will try this.

    Thanks for your help.

  • Mukesh Pohuja Profile Picture
    Mukesh Pohuja on at
    RE: Automated surveys

    @Poppy10 - did any of those suggestions help? what was your option? If you'd like you can reach out to CIHelp@microsoft.com as well.

  • MsMarketing Profile Picture
    MsMarketing on at
    RE: Automated surveys

    The simpler solution could just be to add a scheduler tile to the customer that waits until the 30/60 day period is up and only then triggers the next survey email when the "travel" event happens (using the "record updated" tile)

  • MsMarketing Profile Picture
    MsMarketing on at
    RE: Automated surveys

    Try adding survey respondents to a suppression segment and introduce some expiration logic on the contacts ‘membership’ of that segment. Not sure if there is a ‘days in segment’ counter out of the box. Please check.

  • Poppy10 Profile Picture
    Poppy10 45 on at
    RE: Automated surveys

    I am sending the survey out via an automated customer journey in the Microsoft Dynamics Marketing app.  The email that is being sent out contains a link to the survey.  It is an ongoing campaign and I want to prevent over surveying frequent travellers by adding a condition that stops the survey email being sent to a customer again if they travel again with 30/60 days.  Not sure if it will be 30 or 60 days.  If, after receiving the survey they then travel again say 65 days later I would want them to receive the survey again.

  • Mukesh Pohuja Profile Picture
    Mukesh Pohuja on at
    RE: Automated surveys

    What email send system are you using to send those surveys? 
    basically you are trying to run an ongoing campaign and want to do a frequency cap?

  • Poppy10 Profile Picture
    Poppy10 45 on at
    RE: Automated surveys

    Hi DD

    It would be an ongoing recurring automated customer journey.  As we have a large number of frequent travellers, they would receive the first survey but I wouldn't want them to receive the survey again if they travelled again within 30/60 days however after the 30/60 days had elapsed I would want them to receive the survey next time they travelled.

    Ros (ferry company)

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at
    RE: Automated surveys

    Hi @Poppy10 ,

    there is a bit more to think about - is this going to be a recurring journey or not? If not, people once suppressed, will not go back on the journey even after 70 days.

    However, if you just wanted a dynamic segment with a people who travelled in the last 30 days, you can do something like that (replace account with your booking or journey, etc).

    pastedimage1579264992161v5.png

    On a different note, for behavioural segments you can use a sliding window as such - 

    pastedimage1579264934183v3.png

    But you can't do that for a demographic segment.

    Hope this help. I don't really know the structure of your data to help more. Sorry.

    Thanks,

    -DD

  • Poppy10 Profile Picture
    Poppy10 45 on at
    RE: Automated surveys

    Marketing.  I have already built the dynamic segment that will include customers who travelled the day before I just don't know how to create a suppression that as the segment runs will exclude anyone who travels again in the next 30/60 days to prevent them from being sent the survey again.

    Thanks

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