Background
We have been using C4C more and more to engage customers with surveys. We are using the standard functionality in C4C - We are not using Marketing Cloud.
Most recently we sent a survey to the attendees of a recent customer event that our company hosted. Communication is showing as successful for all but one attendee. Only 25% of the contacts have opened the email and submitted the survey. Historically we have seen nothing less that a 75% response rate.
Since this was a small event, we were able to reach out to the attendees individually to verify whether they have in fact received the email. The overwhelming majority had not. We instructed them to check their spam and, if using the latest MS Outlook, to check their 'Other' tab.
The feedback was overwhelmingly that they had not received the email. In this case, we do not want to abandon the effort but there is also only so many hoops that you want you customer to have to jump through to help you out.
Question
I would welcome feedback on how to get these email to reach their intended recipient but in the short term, I am hoping that I can find a way where I can have their account manager send the link directly to the individuals from Outlook.
What I have tired
I know that the survey link is unique to the individual. I assumed that perhaps the system generated link included something like the contact ID to make the link unique. I sent out two test emails to two separate contacts and compared the URLs. They were indeed unique however they did not match the account ID for either contact.
I would appreciate any guidance or suggestions.
Thank you.
Bluesky
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