AskNicely gives you full control over how frequently your contacts receive surveys. This flexibility ensures you're not overwhelming your audience while still collecting the valuable insights you need to drive CX improvement.
🧭 Introduction
This article helps you understand and configure how often a customer is eligible to receive a survey, using the Global Contact Rule and Send Scheduler. It strikes the right balance between gathering timely feedback and avoiding contact fatigue.
✅ Step-by-Step Instructions
1. Adjust Your Global Contact Rule
The Global Contact Rule determines how often a contact is eligible to receive a survey.
Navigate to the Send page (📤 paper airplane icon).
Scroll to the bottom to find the Global Contact Rule.
The default is 180 days (6 months), which means a contact will not be eligible to receive another survey until 180 days have passed.
For NPS best practices, we recommend setting this to 90 days. This quarterly cadence improves insight frequency without over-saturating your audience.
💡 Why 90 days?
With an average expected response rate of 20–25%, surveying four times a year maximizes your chance of collecting consistent feedback across your customer base.
2. Use a Send Scheduler for Controlled Distribution
On the Send page, configure a Send Scheduler to release a steady flow of surveys.
Set how many surveys you want to send each day.
Apply filters to target specific contact segments.
Use the scheduler to smooth out volume and avoid large spikes in responses.
This helps:
Prevent survey fatigue.
Give your team time to close the loop on responses.
Identify CX trends over time.
🤔 FAQs & Common Issues
Q: Can I send surveys more frequently than 90 days?
A: Yes, but it’s not recommended unless it’s a transactional survey tied to specific events. For relational surveys, 90 days is an ideal minimum.
Q: Do all surveys follow the Global Contact Rule?
A: Yes—unless you override it with Custom Contact Rules in a Send Scheduler, trigger rules for API and integrations, or sending one-off surveys from the Contact page. This allows more flexibility.
Q: Can I change the rule for one group of customers but not another?
A: Absolutely! Use Custom Contact Rules within individual Send Schedulers to vary survey cadence across different customer types.