Understanding Cross Filtering for Multi-Survey and Multi-Location Accounts

Understanding Cross Filtering in LoyaltyLoop

LoyaltyLoop allows accounts to run multiple survey campaigns simultaneously to capture feedback at different stages of the customer journey. Cross filtering gives you broader control over contact frequency rules across all of your active surveys.

Default Touch Frequency Filtering

By default, each survey campaign enforces its own independent Touch Frequency Filter. This filter only checks whether a contact has received that specific survey within the designated timeframe.

Scenario: A Helpdesk survey uses a 30-day touch filter.
Behavior: LoyaltyLoop skips the email if the contact received a Helpdesk survey in the last 30 days. If the contact received a different survey (such as a Decision Maker survey) 10 days ago, the Helpdesk survey will still be sent.

Cross Filtering

Cross filtering expands touch frequency logic to evaluate contact history across multiple designated survey campaigns. Here is an example a transactional business may encounter managing a Closed Transaction survey and a Quoted Prospect survey each with a 90 day Touch Frequency Filter.

Scenario: A 90-day touch filter is configured with cross filtering between the Closed Transaction survey and Quoted Prospect surveys.
Behavior: LoyaltyLoop checks if the contact received either a Closed Transaction survey or a Quoted Prospect survey in the last 90 days. If either occurred, the contact is skipped for that survey launch.

Cross Filtering with Varying Touch Frequency Filters

When cross-filtered surveys have different touch frequency windows, each survey evaluates candidate contacts using its own lookback period against the history of all connected campaigns. Here is a scenario a managed service provider may expect when running a survey following closed helpdesk tickets and a survey engaging account level decision makers.

Configuration

Helpdesk Survey: 30-day touch frequency filter (cross-filtering with Decision Maker)
Decision Maker Survey: 90-day touch frequency filter (cross-filtering with Helpdesk)

Evaluation Logic

Helpdesk Trigger: Checks the past 30 days. The contact is skipped if they received either survey within 30 days.
Decision Maker Trigger: Checks the past 90 days. The contact is skipped if they received either survey within 90 days.

Triggered Survey	Last Survey Sent	Days Elapsed	Result	Reason
Helpdesk	Decision Maker	20 Days	Skipped	20 days is within the Helpdesk 30-day lookback window, the contact is skipped.
Helpdesk	Decision Maker	45 Days	Included	45 days exceeds the Helpdesk 30-day lookback window, the contact is included.
Decision Maker	Helpdesk	45 Days	Skipped	45 days is still within the Decision Maker 90-day lookback window, the contact is skipped.
Decision Maker	Helpdesk	95 Days	Included	95 days exceeds the Decision Maker 90-day lookback window, the contact is included.

Important Rule Cross filtering does not equalize the filter durations across surveys. The triggering survey's configured timeframe always dictates how far back LoyaltyLoop checks the combined survey history.

When to Use Cross Filtering

Preventing Survey Fatigue: Protects high-value contacts who interact with multiple departments (e.g., Support, Sales, and Account Management) from receiving too many emails.
Universal Cooling-Off Periods: Ensures a strict rule across your account (e.g., maximum of one survey per contact every 30 or 60 days) regardless of how many individual survey campaigns you run.

Managing Cross Filtering Settings

Cross filtering logic is configured and managed directly by the LoyaltyLoop Support Team to ensure your contact rules are configured accurately without accidentally suppressing critical feedback. Contact support@loyaltyloop.com or call us at 401-560-0311 to enable, update, or remove cross filtering across your survey campaigns.