Yes. By default, Macorva CX applies a two-week buffer between customer survey sends to prevent survey fatigue, but the survey can be updated to remove this throttle and will send surveys to customers regardless of when they last received one. You may also adjust the time buffer for the entire organization.
Updating an individual CX Survey
To turn off the buffer on an individual survey:
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Go to Configure > Surveys
- On the left, you’ll see the Category column dropdown. Select the survey category, then use the corresponding dropdown boxes on the right to choose the specific survey you want to edit.
- Scroll down and click on the Survey configuration tab.
- Scroll down until you see Throttle surveys using the “CX survey interval” and select Disabled.
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Select Save survey.
Updating the CX Survey Interval (Org-wide)
To adjust the default time buffer for the entire organization:
- Go to Configure > General
- Find the CX Survey Interval
- Select the desired interval (options are: daily, every 2 days, every 3 days, every week, every 2 weeks, every month, every 3 months, every 6 months, every year)
- Example: If every 3 days is selected and a customer triggers multiple surveys (e.g., after different interactions, tickets, or events), they will only receive one survey within a 3-day window. Any other surveys triggered during those 3 days are not sent.
- Click Save Changes at the bottom of the page to apply changes across your entire organization.
Note: Only Admins have the ability to update organization-wide settings. Managers or limited users do not have access to Configure > General. If you don’t see the General option under Configure, you’ll need to either request admin access from your system administrator or ask an existing admin to make the change on your behalf.