A customer-led approach to service recovery is on the way. The Recovery Survey feature will allow users to resend surveys to contacts, giving them the final word on their experience after an issue has been resolved. This replaces manual score editing with a validated, customer-driven process.
Score Overrides: This feature is designed specifically to correct an existing score rather than resurvey over time; the new response will override the initial score to reflect the customer's final sentiment.
Full Audit Trail: Score change is tracked with timestamps and historical records, providing complete transparency into the recovery process.
Specialized Recovery Reporting: New metrics, including "Saved Customers" and "Recovery Rate %," help measure how effectively your team is turning detractors into promoters.
What happens when you send a Recovery Survey?
When you send a Recovery Survey:
Your customer receives a new survey email, just like a standard survey.
Their new response replaces their previous one for that original piece of feedback.
The updated score overrides the original score (e.g., a 2 can become a 10 once the customer is happy again).
It bypasses your global contact rules (so you can send it even if the contact was surveyed recently).
When should I use a Recovery Survey?
Recovery Surveys are best used in a small number of situations specifically when the original response doesn’t reflect the customer’s true intent and you want to give them a chance to retake the survey after you’ve followed up.
Use a Recovery Survey when:
The customer made a mistake with their score (for example, they selected the wrong number) and wants to correct it.
The customer wants to update more than just the score, such as changing their answers to follow-up questions or their written comment.
The customer left feedback that was misplaced, unrelated, or intended for a different experience/team, and after you’ve clarified it with them, they’d like to take the survey again.
Tip: We recommend sending a Recovery Survey only after you’ve spoken with the customer and they’ve confirmed they want to submit an updated response.
Enable Recovery Surveys for users
If Recovery Surveys are available on your account, you can control who can use them through role permissions.
Turn on the Recovery Survey permission
Go to Settings.
Open User roles (under Users).
Select the User role (or the role you want to update).
Find Recovery Survey and switch the toggle ON.
What this permission gives users access to
When the toggle is enabled for the User role, users can:
Send Recovery Surveys from a customer response.
View Recovery Survey reporting, including which customers were recovered (e.g., customers whose score increased after the recovery survey)
How to send a Recovery Survey
Open the customer’s response.
Click Send Recovery Survey.
Review the confirmation message (it reminds you the updated response will override the previous one).
Click Send Recovery Survey to confirm.
Once sent, you’ll see a status badge on the response like “Recovery Survey was sent.”
How to track Recovery Surveys
You can filter your Responses view specifically for Recovery Surveys, including:
Sent
Answered
Unanswered
In the response list, Recovery Survey responses are also clearly labeled (e.g., with a “Recovery Survey” tag/badge), so you can quickly spot them and report on outcomes.
FAQ
- Q: Do the recovery surveys match the Custom Field values of the original surveys?
A: Yes, the Custom Field values of the Recovery Survey will match the values copied from the Contact to the Send/Response object when the original survey was sent. If a Contact's field values are changed between sending the original survey and the Recovery Survey, the field values will continue to match the values of the Contact at time of original survey.
- Q: Do Recovery Surveys trigger Workflows?
A: Yes, but if the original Response triggered a Workflow that is set to "Run this Workflow: Only once per survey", that Workflow will not be triggered again when the Recovery Survey is scored. If you would like Recovery Surveys to trigger the same Workflow again, please set the Workflow to "Run this Workflow: every time a survey is updated or answered"