Nailted surveys consist of questions that make up the metrics and the eNPS question, all of which are sent together. However, there are two reasons why the participation rate may differ between them:
- Frequency in which the questions are sent
The eNPS is sent once each calendar month to all participants to gather their feedback. However, the questions that compose the metrics can be scheduled to be sent at one of the following 3 frequencies: every 2 weeks, every 3 weeks or monthly.
- Possibility to skip questions
Nailted allows users to skip questions if they feel that they do not have enough information to respond, meaning that even if a user participates in the survey, they may choose to skip certain questions. For example, if a user decides to skip the eNPS question, their participation rate for the eNPS will be 0%, but their overall survey participation rate could still be 100% .
💡 The system is designed to maximize feedback collection by sending reminders to the users when a survey hasn’t been completed. Reminders are also integrated in other processes, such as displaying the pending survey after a user has sent claps.