How do I set up Survey Throttling?

How do I set up Survey Throttling?

Survey Throttling helps control how often a contact receives surveys, preventing survey fatigue and ensuring a better respondent experience. SurveySensum supports three levels of throttling: Global, Group-level, and Survey-level.

1. Global Throttling

Global Throttling applies a default rule across all surveys in your account.

To configure:

  • Go to Settings → Throttling.
  • Under Global Throttling, enable or update the throttling duration.
  • Save your changes.


Example:
If Global Throttling is set to 30 days and a customer receives Survey A today, they won't receive any other survey in your account for the next 30 days.

2. Group-level Throttling

Group-level Throttling lets you apply a shared throttling rule to a group of related surveys.

To configure:

  • Go to Settings → Throttling → Group-level Throttling.
  • Click Create Throttling Group.
  • Enter a group name.
  • Select the surveys to include.
  • Set the throttling duration.
  • Save the group.


You can also enable Prevent Group Overlap to ensure surveys from different groups are not sent too close together.

Example:
Suppose you create a Post-Purchase Surveys group containing:

  • Delivery Feedback
  • Installation Feedback
  • Product Experience

If the group throttling is set to 15 days and a customer receives the Delivery Feedback survey today, they won't receive the Installation Feedback or Product Experience survey for the next 15 days.

3. Survey-level Throttling

Survey-level Throttling applies only to an individual survey and provides the highest level of control.

To configure:

  • Go to Settings → Throttling → Survey-level Throttling, or
  • Open the survey and navigate to Survey Settings.
  • Select the survey.
  • Set the throttling duration.
  • Save the configuration.


Example:
If the NPS Survey has a Survey-level throttling period of 90 days, a customer who receives that survey today cannot receive the same NPS Survey again for 90 days, even if Global Throttling is only set to 30 days.

Which throttling rule takes priority?

When multiple throttling rules apply, SurveySensum follows this order:

  1. Survey-level Throttling (Highest priority)
  2. Group-level Throttling
  3. Global Throttling (Default fallback)

Example

Assume the following configuration:

  • Global Throttling: 30 days
  • Group-level (Customer Experience): 45 days
  • Survey-level (NPS Survey): 90 days

If a customer receives the NPS Survey today, they cannot receive that survey again for 90 days, because the Survey-level rule overrides the Group-level and Global rules.

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