Best Practices for balancing getting insights with a good user experience
UserLeap has 2 different ways of controlling how often the same users can be surveyed via UserLeap.
First, by default, the same user will never see the same survey twice. This is to ensure data quality for your surveys in addition to preventing users from being overwhelmed multiple times with the same question when they have already decided they did not want to participate. It is possible, however, to override this behavior on a per-survey basis.
Second, UserLeap leaves it up to each account owner to determine how often the same user may see different surveys. This value is controlled by the resurvey waiting period, which can be chosen in the settings page. Choosing a resurvey waiting period of 7 days, for example, means that users will not see any new surveys for at least 7 days from the last time they were shown a survey. One exception to this is link surveys, as these surveys are anonymous and delivery to users is not managed by UserLeap.
How to choose your resurvey waiting period
In general, when it comes to in-product surveys, there are 2 competing goals:
- Extract valuable insights from users to inform product and business decisions
- Minimize disruption to users' activities in your product
Therefore, when choosing your resurvey waiting period, we encourage companies to set the window as long as they can without minimizing their ability to achieve the first goal of extracting critical insights. The factors to consider here are:
- How many visitors do you have per month?
- How many surveys do you intend to run per month?
- How often might your users reasonably expect to be surveyed?
All else equal, 30 days is a good starting point for your resurvey waiting period. This will ensure you are not over-surveying your users and for many companies, will be short enough to achieve the necessary level of response even when running multiple surveys simultaneously. However, companies with larger monthly visitor counts may want to extend the period even more, to as many as 90 days between surveys.
Companies with smaller user bases will likely need to set a shorter resurvey window. If you find you are not getting the level of response you need from your surveys, consider lowering your window to 14 days, then to 7 days if additional change is needed. The shortest recommended window is 7 days.
One exception to this recommendation is products in beta, or very early stage startups, in which companies not only have small user bases, but users may reasonably expect to be contacted for feedback frequently. In this case, all bets are off, and you may set your resurvey window to 3, 1, or even 0.