The Quarantine Rules module regulates the frequency and timing of survey invitations sent to contacts. By restricting the number of invites a contact can receive during a specified timeframe, it contributes to better response quality and enhances the overall experience for participants.

Business Use Cases

• Survey Fatigue: When recipients receive too many survey invitations in a short period, they may start ignoring them, leading to lower response rates. By applying Quarantine Rules to control the frequency of invitations, organizations can prevent survey fatigue, improve engagement, and ensure participants feel respected and valued.

• Improved Data Quality: Inconsistent survey data can result when respondents are over-surveyed, often leading to rushed or incomplete answers. By using Quarantine Rules to space out survey invitations, organizations can give participants time to provide more thoughtful and accurate feedback, leading to more reliable data and better insights.

• Enhanced Customer Experience: Maintaining a positive customer experience doesn’t end after a survey is completed. By applying Quarantine Rules to limit the frequency of survey requests, organizations can avoid overwhelming participants, enhance customer satisfaction, and build stronger, more trusting relationships.

• Efficient Survey Management: Managing survey schedules across different customer groups can be challenging and time-consuming. Quarantine Rules help automate frequency limits, ensuring surveys are sent at appropriate intervals. This streamlines the survey process, saves time for teams, and improves the efficiency of survey distribution.

Limiting survey frequency helps prevent survey fatigue by ensuring customers aren’t overwhelmed with too many requests. Spacing out invitations leads to more thoughtful responses, improving data accuracy and the reliability of insights. By controlling how often surveys are sent, organizations can enhance customer trust, maintain a positive experience, and foster long-term loyalty. Additionally, automating frequency limits simplifies survey scheduling, saves time, and ensures efficient, timely distribution.

Prerequisites

No additional permissions are needed to access the Audience Management modules. Access to specific components within the app is controlled by the relevant permissions detailed in their respective documentation.

Setting Up Profile Quaratine Rules

The Quarantine Rules module manages how often and when survey invitations are sent to individual contacts. It sets a cap on the number of invites a contact can receive within a defined time frame.

These controls help prevent survey fatigue, ensuring contacts aren't overwhelmed by too many requests. By regulating outreach frequency, Quarantine Rules enhance response quality, preserve data integrity, and improve the overall participant experience.

Let's have a look at the steps:

1. Go to Customer Feedback Management Persona App and navigate to Audience Management and select Quarantine Rules.

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   Note: These rules apply across all survey projects. If multiple quarantine rules are active, the first matching rule will be applied to the profiles.

2. To Create a Global Quarantine Rule, Click “+ Create Rule”. Fill in the following details in the Create Quarantine Rule:

   1. Quarantine Rule Name: Please provide a descriptive name for the quarantine rule.

   2. Quarantine Rule Detail: Supply further details regarding the regulation.

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   3. Select Profile for Rules: Optionally toggle to choose specific profiles for the rule to apply to. If left unchecked, the rule will apply to all profiles by default.

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   4. Constraint Type: Use these options to set how often and when survey invitations are sent to contacts. These are specifically of two types:

      1. Maximum Surveys in Time Period: Set a limit on the number of surveys a contact can receive within a defined time period.

         1. Survey Count: Specify the maximum number of surveys a contact can receive.

         2. Time Unit: Enter the number for the time period.

         3. Select Unit: Choose the unit of time (hours, days, weeks, etc.).

            Example: A contact can receive no more than three surveys within a 30-day period.

            To configure this, set Survey Count to 3, Time Unit to 30, and Select Unit to days.

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      2. Minimum Interval Between Survey: Set a minimum time interval between surveys sent to the same contact.

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         Example: A contact must wait at least 7 days before receiving another survey.

   5. Add Profile Conditions to Exclude: Activate this toggle to omit certain profiles according to their unique profile-level attributes. This feature enables you to establish customized rules by excluding specific contacts from the conditions applied.

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      Example: Exclude customers from a specific region or those who have previously given a low rating.

      Note: This rule ensures that high-value customers (Client Tier = Tier 1) remain engaged without being overwhelmed by limiting survey invitations to a maximum of 3 within 60 days. Additionally, it excludes customers from regions with low survey response rates (e.g., Country = India).

      

   6. Click Save and the rule will be visible in the Record Manager. To activate the rule, turn the toggle ON.

      Note: No additional setup is needed, the rule will automatically apply to all triggered personalized surveys unless it is disabled or deleted.​