Our outbound Customer Survey emails and the email notifications for a negative response to management have been very sporadic since June 2019.
We are using the Inquisium App in Salesforce. Up until May 31st, working perfectly. Around that time, the employee who set it all up was let go too, so trying to pick up the pieces.
Because of our Case volume, before 6/1/2019 we were receiving multiple survey responses every business day. Since 6/1/2019, it's been very sporadic. These are ALL the responses we have seen...
6/3 - only 1
6/10 - only 1
6/12 - only 1
9/23 - 3 responses
10/7 - only 1
11/4 - 12 responses
In addition, managers aren't receiving the NPS Detractor response notifications anymore.
Anyone have thoughts on where to look? Everything appears setup in Salesforce, Inquisium App, and Cvent's Inquisium.
#Miscellaneous
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Kevin VanDerhoof
Hexagon
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