NPS relationship survey sent to transactional contacts mixing program audiences

TL;DR

Fix this in NPS relationship survey audience by acting on the exact problem first: split the audience by survey program before sending, exclude contacts whose only relationship is a single transaction from the relationship survey list, and document the audience rule on the program so future sends keep the two populations separate. 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 relationship survey sent to transactional contacts mixing program audiences

Use this when

• The operation in NPS relationship survey audience fails with this exact problem or symptom: NPS relationship survey sent to transactional contacts mixing program audiences.
• 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 relationship survey audience, 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: split the audience by survey program before sending, exclude contacts whose only relationship is a single transaction from the relationship survey list, and document the audience rule on the program so future sends keep the two populations separate. 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 relationship survey audience 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 relationship survey audience 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

One combined contact list fed both programs, so people who only bought once received a relationship survey about an ongoing partnership they do not have, skewing both samples.

Variant phrasings

NPS relationship survey sent to transactional contacts mixing program audiences

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 relationship survey sent to transactional contacts mixing program audiences

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

NPS relationship survey audience 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 relationship survey audience 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_l9VQr33RserapZyajThnCw