Pulseri What is a relationship cooldown? A survey break
A relationship cooldown is the time Pulseri waits before it asks the same person for another NPS, eNPS or ESAT survey. The default is 90 days.
A relationship cooldown is the waiting time before the same person can receive another regular survey. In Pulseri it applies to NPS, eNPS and ESAT, the surveys that check in on a whole relationship with a customer or your team. The default is 90 days. You can change it in your settings.
How it works
The rule covers all your campaigns together. Once one campaign sends someone an NPS survey, no other campaign can ask them again until the waiting time ends. Pulseri remembers who received a survey and when, so you keep no list.
Why it exists
People asked too often stop answering or answer without care. That is survey fatigue, and it hurts your response rate. A relationship also does not change in a week, so asking every quarter shows a trend.
The other limit
Surveys that follow an event, such as a closed support ticket, use the daily limit instead.
Keep reading
Related terms
Survey fatigue
When people stop answering because they are asked too often.
Daily limit
The most event surveys one person can receive in a day.
NPS
How likely customers are to recommend you, from -100 to 100.
eNPS
How likely your team is to recommend your company as a place to work.
Ask these questions at the right moment
Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.
Free for 14 days. Cancel any time before it ends.