One of the unique qualities of LoyaltyLoop is the option to set “Business Rules” that tune your customer surveys to your specific business, ensuring the correct customers are engaged for feedback at the right time. Once configured, these rules become part of your specific survey launch configuration, which are applied just prior to your survey being sent.
In most instances, you can think of Business Rules as “filters” applied to your data. These filters might skip specific contacts, to split your data into separate lists, and more. We have two types of Business Rules that we can apply to your surveys: (1) Standard Business Rules, and (2) Custom Business Rules. This post will explain both.
Standard business rules get applied to every LoyaltyLoop account by default. These rules are general in nature, yet still “filter” contacts, so they are not surveyed. There are 4 standard business rules applied:
You have the option to opt-out customers (and domains) from your Customer view in LoyaltyLoop. You should only opt out customers from receiving your survey if they expressly asked not to receive a survey.
This powerful feature works to prevent repeat customers from being surveyed too often. This filter creates a window of time, measured in days, when a customer should not be surveyed. For example, our default Touch Frequency Filter for business-to-business clients is 90-days. When your survey is scheduled to be sent (launched), we evaluate each email address (or mobile number, if using SMS Send) associated with your customer just prior to Launch. If the contact has been sent your survey within that window of time (e.g. within the prior 90-day), then that contact is NOT sent your survey. They are skipped for this launch. With a 90-day filter, repeat customers will only be asked for feedback approximately once a quarter (every 90-days) when buying regularly from you.
Since every business is different, it may make sense to set your Touch Frequency to zero, where every time the customer contact transacts and appears in your Launch data, they are sent a request for feedback. In other instances, you may wish to ask repeat customers only 3 times a year (120-days). The Touch Frequency Filter is your control to balance soliciting feedback and customer engagement.
Typically, your survey launch data (customers to-be surveyed) is based on customers who had a recent transaction with your business. When customers transact more than once within the launch data supplied to LoyaltyLoop, we do not send surveys to every contact. If the same person (email address or mobile number) transacted multiple times in your launch data, the system automatically deduplicate your data, to ensure the customer receives only one request for feedback.
We all make mistakes, but if an email address (or mobile number) is incorrectly formatted or is not valid for other reasons, they are not sent a survey. These bad contacts can be found in your Launch section under the “Undeliverable” tab. It’s a good idea to review this list from time to time, fixing mistakes and misspellings in your source system.
Custom Business Rules are specific filters specific to your data and survey strategy. The data you choose to include with your contacts can be very helpful in tuning your survey, and giving your customer feedback context. For example, your data might include the product/service sold, the sales rep, the price, and a variety of other fields. We use these fields to apply customer business rules to your data set.
If your business sells a wide variety of things, you may choose to set a custom rule that ignores certain transactions. For example, you might choose to have a rule that ignores all transactions with a value less than $50, or ignore all transactions with a product type “widget 100”.
Using custom business rules can allow us to do advance configurations of your surveys to tune them even further. Using these advanced capabilities typically incur additional fees, but here are a few examples. If you need to ask different questions of different sets of customers, custom rules can be used to accomplish this. Let’s say you have both a product and service product line, and customers who purchase the product should see different survey questions than those who purchased service. This can be accomplished by the use of a custom business rule.
The custom rules can even by used to parse your data if you operate multiple businesses or locations, where you need to have feedback (and Google Reviews) associated with the correct location. Custom rules can be applied to a Location field, that parses your data, and launches the survey from the correct location. This advanced rule ensures customers receive the survey from the correct location manager, feedback is isolated to that location in your LoyaltyLoop account, and Google Reviews are encouraged from the correct customers doing business with that business location.
Using Business Rules is a powerful feature of LoyaltyLoop, and helps you deliver the best survey to the right customers at the right time. Do you have questions about your business rules and the options available for your company, give our support team a call.