Collecting feedback from customers is essential to improving your business, and using a survey app that records their ticket scores can help you achieve this. However, there is a challenge in ensuring that the responses you collect are genuine and not false positives.
What are False Positives?
False positives occur when a survey score is recorded that was not clicked by the customer, but rather by automated services such as link checkers, preview builders, and spam filters. This can happen when a customer receives an email with the survey score options and an automated service clicks one of the scores instead of the customer.
The Survey app's solution
To prevent false positives, the survey app has implemented client-side checks to detect possible automated clicks. If the app detects an automated click, it will not record the score. However, there may be types of automations that cannot be detected, and genuine accidental clicks may still occur.
Turning off instant score recording
To address this issue, some customers may prefer to turn off instant score recording and require customers to click "Submit" on the survey page. This ensures that the customer is actively clicking the score and is not the result of an automated service.
To turn off instant score recording, customers can go to the Settings page, check the box that says "Do not record response on click, but require user to submit the survey" and click "Save settings."
While false positives are a challenge in collecting survey responses, the survey app has implemented checks to prevent them. However, customers can also take additional steps to ensure that responses are genuine by turning off instant score recording. By doing so, customers can increase the accuracy of their survey results and make informed decisions to improve their business.