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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Survey Results not sho...
Customer experience | Sales, Customer Insights,...
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Survey Results not showing names

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Posted on by SB-08051316-0 45
Hi all,
We have been sending out journeys with a survey quarterly through CRM, we were previously working using outbound marketing, but seeing as it is being turned off, we decided to send through Real Time marketing this time around, however, now the responses are coming through as 'Marketing Respondent' instead of their names 
 
It was working fine with the correct names in outbound but not in real time. Has anyone else had this issue? Or anyone have thoughts on what the cause is?
Categories:
Dynamics 365 Customer Insights - Journeys
Dynamics 365 Customer Voice
Outbound to Real-Time Transition
I have the same question (0)
  • Suggested answer
    jonasschwarzwaelder Profile Picture
    jonasschwarzwaelder 52 on at
    Hey, 
     
    Megan V. Walker wrote a great post a few years ago which deals with your issue.
     
     
    I hope this helps you, if so please like this answer and mark it as soliton. If you need further support please feel free to reach out.
     
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,841 Moderator on at
    Hello SB-08051316-0,
     

    Yes, this is a known difference in how survey responses are handled between Outbound Marketing and Real-time Marketing in Dynamics 365 Customer Insights - Journeys (formerly Marketing).

    The key reason you're seeing "Marketing Respondent" instead of contact names in Real-time Marketing survey results is due to how consent and contact association are managed in the new model.

    Here's a breakdown of why this is happening and potential causes:

    Differences in Survey Handling:

    • Outbound Marketing: Outbound Marketing surveys were often more tightly coupled with the marketing forms and contact records. When someone responded to a survey sent via an outbound journey, the system often had a direct link back to the originating contact record, allowing the name to be displayed.

    • Real-time Marketing: Real-time Marketing focuses on consent management at a more granular level (purpose and topic). When a contact responds to a survey sent through a Real-time Marketing journey, the system prioritizes respecting their consent choices. If there isn't explicit consent tied to associating the survey response with their contact record for the purpose of displaying their name in the survey results view, it defaults to a generic "Marketing Respondent."


      •  

    Potential Causes and How to Investigate:

    1. Consent Settings in Real-time Marketing:

      • Purpose and Topic Consent: Review the consent configuration within your Real-time Marketing settings. Ensure you have the appropriate purpose and topic consent models set up for your surveys.

      • Consent for Profiling: The ability to associate survey responses with contact names might be tied to a specific consent purpose related to profiling or data enrichment. Verify if your contacts have provided consent for this purpose.

      • Journey Settings: Check the specific settings within your Real-time Marketing journey that sends out the survey. There might be options related to how contact information is handled with external services (like Customer Voice, which is often the underlying survey tool).

        •  

    2. Contact Identification in Customer Voice (if used):

      • If you are using Microsoft Customer Voice for your surveys (which is tightly integrated with Dynamics 365), investigate how contact identification is configured within the Customer Voice survey itself.

      • Anonymous Responses: Ensure your survey settings in Customer Voice are not configured to treat responses as anonymous by default. There might be options to associate responses with the respondent if they are known.

      • Passing Contact Information: When the Real-time Marketing journey sends the survey link, it might need to pass contact identifiers (if consent allows) to Customer Voice so that the response can be linked back. Check if the journey configuration includes passing contact parameters in the survey URL.

        •  

    3. Data Mapping and Association:

      • Examine how the survey response data from Customer Voice (or your chosen survey tool) is being ingested back into Dynamics 365. With Real-time Marketing, the data flow might be different, and the automatic mapping to contact names might not be happening by default.

      • Power Automate (Flows): If you have custom Power Automate flows handling the survey response data, review the steps to ensure they are correctly identifying and associating the responses with contact records based on available identifiers (e.g., email address).

        •  

    4. Contact Matching Strategies:

      • Real-time Marketing might rely on specific contact matching strategies when associating external interactions (like survey responses) with existing contact records. Ensure these matching rules are correctly configured.

        •  

    5. Privacy and Compliance:

      • Real-time Marketing's emphasis on consent is driven by privacy regulations (like GDPR). Double-check that your processes are compliant with these regulations and that you have the necessary legal basis (consent) to associate survey responses with personal data.


        •  

      6.  

    Troubleshooting Steps:

    1. Review Real-time Marketing Consent Configuration: Navigate to Customer Insights - Journeys > Settings > Consent Management and review your purposes and topics.

    2. Examine Real-time Marketing Journey Settings: Open the specific journey sending the survey and check for any configuration options related to data handling and external services.

    3. Check Customer Voice Survey Settings: If using Customer Voice, open your survey and review the response settings and contact identification options.

    4. Inspect Power Automate Flows (if any): If you have flows processing survey responses, examine the steps for contact identification and data mapping.

    5. Test with Explicit Consent: Try a scenario where a contact has explicitly provided consent for profiling or survey data association and see if their name appears in the results.

    6. Review Dynamics 365 Documentation: Carefully review the official Microsoft documentation for Real-time Marketing and Customer Voice regarding survey integration and contact association. Look for specific sections on data privacy and consent.


      7.  

    Possible Solutions:

    • Configure Consent: Ensure you have the correct consent purposes and topics in place and that your contacts have provided the necessary consent to associate their survey responses with their names.

    • Pass Contact Identifiers: Configure your Real-time Marketing journey to securely pass contact identifiers (like email address) to your survey tool (if consent allows) so that the response can be linked back.

    • Customize Data Mapping: If you are using Power Automate, customize the flow to explicitly look up and associate survey responses with contact records based on matching fields (e.g., email address).

    • Review Customer Voice Settings: Adjust your Customer Voice survey settings to ensure responses are not treated as anonymous if you need to identify the respondents.

      •  

    In summary, the change in behavior is likely due to the different consent management and data handling approaches in Real-time Marketing compared to Outbound Marketing. You need to carefully review your consent configurations, journey settings, survey tool settings, and data processing workflows to ensure that contact information is being captured and associated with the survey responses in a privacy-compliant manner. Start by examining your consent settings and how contact information is being passed to your survey tool.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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