Using CV for NPS - "re-surveying" is a standard principle, has anyone encountered and overcome this scenario?

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Posted on by Nmck

We will have an automated recurring journey, the journey sends an email, then looks one week later if a survey response has been submitted, if not, it will send a reminder email. So we anticipated that the platform is looking across the members of the segment that were in the journey in that week. However, we have been told that it does not, it looks across the whole platform. We have many strategic customers who buy frequently, so it is entirely possible that they will have been sent a survey and responded months earlier, and this means that they would not receive the reminder. This also goes against a principle of "re-surveying" to prove that your Close the Loop process with Detractors then converted them hopefully to a Passive or Promoter. Has anyone faced this and solved it ?

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