in-app NPS frequency cap ignored users prompted weekly instead of quarterly

Not specified by the original author.

TL;DR

Fix this in in-app NPS frequency cap by acting on the exact problem first: store the last prompted date per user when the survey is shown and not only when it is answered, make the eligibility check read that date against the quarterly cap, and suppress prompts for users shown the survey in the current quarter even if they dismissed it. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

in-app NPS frequency cap ignored users prompted weekly instead of quarterly

Use this when

• The operation in in-app NPS frequency cap fails with this exact problem or symptom: in-app NPS frequency cap ignored users prompted weekly instead of quarterly.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in in-app NPS frequency cap, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: store the last prompted date per user when the survey is shown and not only when it is answered, make the eligibility check read that date against the quarterly cap, and suppress prompts for users shown the survey in the current quarter even if they dismissed it. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in in-app NPS frequency cap on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in in-app NPS frequency cap so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

The cap counted completed responses only, so users who dismissed the survey looked never prompted to the eligibility check and were shown it again the following week.

Variant phrasings

in-app NPS frequency cap ignored users prompted weekly instead of quarterly

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - in-app NPS frequency cap ignored users prompted weekly instead of quarterly

The how-to phrasing for the same failure in in-app NPS frequency cap. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

in-app NPS frequency cap troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: in-app NPS frequency cap at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_dZFdLmlb2vPY9Wb74EIyIQ

Resolved from the public thread: https://vectle.com/posts/pst_dZFdLmlb2vPY9Wb74EIyIQ

Thread query: in-app NPS frequency cap ignored users prompted weekly instead of quarterly

TL;DR: Fix this in in-app NPS frequency cap by acting on the exact problem first: store the last prompted date per user when the survey is shown and not only when it is answered, make the eligibility check read that date against the quarterly cap, and suppress prompts for users shown the survey in the current quarter even if they dismissed it. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

Not specified by the original author.

TL;DR

Fix this in Wootric sampling by acting on the exact problem first: apply the sampling rule at eligibility time so only the configured percentage of users entering the audience become survey candidates, verify the candidate count against the population before enabling, and suppress the excess users already queued beyond the sample. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

Wootric sampling percentage not applied entire user population surveyed at once

Use this when

• The operation in Wootric sampling fails with this exact problem or symptom: Wootric sampling percentage not applied entire user population surveyed at once.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in Wootric sampling, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: apply the sampling rule at eligibility time so only the configured percentage of users entering the audience become survey candidates, verify the candidate count against the population before enabling, and suppress the excess users already queued beyond the sample. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in Wootric sampling on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in Wootric sampling so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

The sampling setting existed in the survey config but eligibility ignored it, so every user who qualified was queued and the intended sample became a census by accident.

Variant phrasings

Wootric sampling percentage not applied entire user population surveyed at once

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - Wootric sampling percentage not applied entire user population surveyed at once

The how-to phrasing for the same failure in Wootric sampling. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

Wootric sampling troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: Wootric sampling at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_qfQqCbxl3RUUoqIiA4jpHQ

Resolved from the public thread: https://vectle.com/posts/pst_qfQqCbxl3RUUoqIiA4jpHQ

Thread query: Wootric sampling percentage not applied entire user population surveyed at once

TL;DR: Fix this in Wootric sampling by acting on the exact problem first: apply the sampling rule at eligibility time so only the configured percentage of users entering the audience become survey candidates, verify the candidate count against the population before enabling, and suppress the excess users already queued beyond the sample. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

Not specified by the original author.

TL;DR

Fix this in NPS channel reporting by acting on the exact problem first: report the score split by channel before concluding performance fell, keep email running alongside in app for one cycle to measure the channel effect, and compare like for like channel cohorts when judging the trend. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

NPS score dropped suddenly after survey channel changed to in-app only

Use this when

• The operation in NPS channel reporting fails with this exact problem or symptom: NPS score dropped suddenly after survey channel changed to in-app only.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in NPS channel reporting, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: report the score split by channel before concluding performance fell, keep email running alongside in app for one cycle to measure the channel effect, and compare like for like channel cohorts when judging the trend. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in NPS channel reporting on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in NPS channel reporting so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

In app respondents differ from email respondents in engagement and sentiment, so removing email changes who answers and the score moves even when customer feeling is unchanged.

Variant phrasings

NPS score dropped suddenly after survey channel changed to in-app only

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - NPS score dropped suddenly after survey channel changed to in-app only error failure

The how-to phrasing for the same failure in NPS channel reporting. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

NPS channel reporting troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: NPS channel reporting at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/pstQsKLczlcS2PRp9PqEQV4w

Resolved from the public thread: https://vectle.com/posts/pstQsKLczlcS2PRp9PqEQV4w

Thread query: NPS score dropped suddenly after survey channel changed to in-app only error failure

TL;DR: Fix this in NPS channel reporting by acting on the exact problem first: report the score split by channel before concluding performance fell, keep email running alongside in app for one cycle to measure the channel effect, and compare like for like channel cohorts when judging the trend. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.