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baraica
baraica
Contributor ⭐️⭐️⭐️
Jan 20, 2026 3:37 AM UTC

Exit Survey/Deflection Savings

What tool is everyone using for the exit survey? 

Or are you even still focusing on exit surveys/deflection surveys? 

    3 replies

    revote
    revote
    VIP ⭐️⭐️⭐️⭐️⭐️
    Jan 21, 2026 10:46 AM UTC

    We are using Medallia.

    We have had deflection surveys for several years, then we focused only on CSAT, and now we are back to measuring both contact deflection and CSAT. Measuring deflection is the part of support communities. The problem is that people don’t respond very often.

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      Daniele Cmty
      Daniele Cmty
      Helper ⭐️⭐️
      Jan 27, 2026 6:14 PM UTC

      Hi there, we use Qualtrics.

      It gets automatically triggered after 120 seconds (not ideal, I know...)

       

      When do you guys trigger it, ​@revote ?

      After a user closes a COmmunity tab?

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      revote
      revote
      VIP ⭐️⭐️⭐️⭐️⭐️
      Jan 29, 2026 6:43 AM UTC

      Hi there, we use Qualtrics.

      It gets automatically triggered after 120 seconds (not ideal, I know...)

       

      When do you guys trigger it, ​@revote ?

      After a user closes a COmmunity tab?

      Why isn’t it ideal?

      We use a specific trigger time, meaning the pop-up survey activates after a certain period based on the Average Engagement Time per session in our community.

      The survey should not trigger too early, as it may annoy users. However, it also shouldn’t trigger too late, because then it may not reach all users. Using the average session length is a good starting point for testing.

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