Triggered Survey
Short definition
Triggered Survey: A survey sent automatically after a specified business event.
Meaning and how it works
A triggered survey follows a specific event, such as ticket closure, rather than a fixed broadcast schedule. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business applications
- Business scenario:
A CRM triggers a feedback request after a support ticket is closed.
What to check before implementation
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.