LoyaltyLoop Variable Data in Survey Invites

Can I include an order number (or other order details) in my survey invite?

You may include variable data in your survey invites, however it's important to understand how this may appear to your customers, and how it could affect their experience with your business. 

LoyaltyLoop's default configuration does not send a survey request to each contact for each of their transactions with your business.  LoyaltyLoop de-dupes your raw customer transaction data, applies our Touch Frequency filter, and then sends only one feedback request to a given contact for that survey period.  It's also important to consider your launch frequency - are you sending surveys out on a weekly or monthly basis, or daily?  Let's look at how this might appear to your customer.

Let's say your LoyaltyLoop account is configured to send batches of survey requests each week, and your raw data contains all transactions for the prior week.  Now let's suppose one contact made 5 purchases during the prior week.  Your raw data file would contain 5 rows (transactions) for this one contact, each with unique order details.  By default, LoyaltyLoop will not send that contact 5 emails requesting feedback.  It will automatically de-dupe your raw data, and only one row (transaction) at random will be associated with that contact's survey request, and only one email request will be sent.  In this configuration, if you include variable data tags in your survey invite email such as Order Number, the invite will only present one of the five order numbers to the customer.  This can cause the customer to give feedback that is too specific - just for that one order.  We typically use invite wording that starts with "Thank you for choosing us to help with your recent order!"  This allows you to capture feedback from the contact for all recent purchases, without the need to specify a specific order number. 

If you wish to send a survey request for each and every customer transaction, so you can include unique order data in the email invite, this can be accomplished.  This is not our recommended configuration, as it will have the tendency to irritate customers with too frequent requests for feedback.  But it can be configured by requesting the following changes of our Support Team.  (1) We recommend moving to a daily launch frequency, (2) turning off de-duping, and (3) turning off the Touch Frequency filter.  As a reminder, the Touch Frequency filter checks to see if the same contact has been asked to give feedback within a specific window.  Our default window is set for 90-days.  Meaning, repeat customers will have an opportunity to give you feedback around every 90-days.  Moving to daily launch minimizes the potential for the same contact to receive more than one feedback request email (contacts making multiple purchases in the same day will still receive multiple emails).  Eliminating de-duping ensures every transaction from the same contact will generate a survey request.  And eliminating the Touch Frequency filter ensures every contact will receive a request for feedback each and every time they transact business with you.