How Customer Satisfaction Surveys are sent?

Store surveys:
Surveys are sent based on your selected service level:

• Enterprise – 1000+ questionnaires sent per calendar month

• Start – maximum of 15 questionnaires sent per calendar month

• Profi – maximum of 999 questionnaires sent per calendar month

Store satisfaction surveys are sent no sooner than six days after an order is created. However, the primary trigger is the ITEM_ID tag must also be correctly specified.

Product surveys:

Product surveys are sent when the store includes the excluding those prohibited by law), regardless of the selected service level. The product survey is sent 14 days after the store survey is sent. If you deplete your monthly limit for store surveys, the product survey will still be sent 14 days after the date on which the store survey would have been sent.

The Verified by Customers service operates completely independently. Therefore, a satisfaction survey is sent to every customer who made a purchase in the online store, according to the configured service level. It does not matter whether the customer found the store through Heureka, another price comparison website, or purchased directly.

Surveys are not sent in the following situations:

• The customer has previously opted out of receiving these surveys.
• The customer did not consent to participation in a survey during the checkout process, and as a result, the order was not recorded in our system. This consent cannot be granted retroactively.
• If a customer places more than one order within a 14-day period, they will receive only one survey email to rate the store. This email will be dated to the first order. If the products in all orders are correctly specified with the ITEM_ID, a separate product survey will be sent for each order sequentially. This configuration prevents unnecessary spamming of customers.

It is possible that the survey email may go to a spam folder, or a “Promotions” folder (for example, on Gmail) or a “Bulk” mail folder (for example, on zoznam.sk). We recommend checking these folders.