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Schedule a survey and review recipients

Updated Wednesday, October 28, 2026 · Marc Staine

Scheduled surveys combine a configured form with a sending time and selected recipients. Reviewing the recipient list before scheduling helps keep feedback relevant and avoids contacting an unintended audience.

Applies to: Supportbench Core. Location: Settings → Customer surveys → Surveys (Schedule). Editing and scheduling require Administer survey engine.

Before you begin

  • Use a form of type Scheduled Survey. Confirm the purpose, intended respondents and approved sending time before loading a list.
  • Separate preparation from sending: Save Changes saves a draft. Schedule is the explicit action that schedules the mailing. An Anonymous link is shared instead of emailed to a recipient list.

Configure and verify

  1. Open Settings → Customer surveys → Surveys (Schedule) and choose New Scheduled Survey.
  2. In Setup, enter the campaign details and choose a compatible Scheduled Survey form. Choose Send to: Contacts with previous Case, Use custom list or Anonymous link.
  3. For Contacts with previous Case, choose the Case window, Division and Case tags, then Load contacts. Open Recipients and review the actual list rather than assuming filters selected the intended people.
  4. For Use custom list, prepare a CSV with Email, First Name and Last Name, then choose Import contacts. Review the imported rows and correct invalid or unwanted recipients before scheduling.
  5. Set Send on for a mailing and choose Save Changes. Reopen the draft and verify the form, saved recipients and timing. Saving alone has not scheduled the send.
  6. For a mailing, choose Schedule only after that final review. For Anonymous link, use the generated shareable link; Schedule is not offered for that mode.
  7. After sending, the survey becomes read-only. Review Results and Export when response data is available; distinguish invitations sent from actual responses.

Settings reference

Schedule

SettingWhat it controlsHow to choose
Name / DescriptionSchedule identity, up to 50/250 characters.Describe the feedback campaign and intended audience.
FormRequired survey form.Choose a reviewed, compatible form.
Send toContacts with previous case, Use custom list, or Anonymous link. A custom list uses CSV recipients; Anonymous link provides a shareable response link.Choose the exact audience path and a compatible survey form before preparing recipients.
Send onScheduled date and time.Confirm the time shown in your environment before saving.
Anonymous link / CopyGenerated link for the form’s anonymous response path.Share only where anonymous responses are appropriate.

Recipient selection and results

SettingWhat it controlsHow to choose
Recent cases age in daysLimits the recent-case audience window.Choose a relevant period and inspect the resulting recipients.
Divisions / TagsNarrows the eligible recipient set.Use deliberate scope instead of an unreviewed broad audience.
Reload contactsRefreshes the recipient preview from the chosen criteria.Reload after changing filters.
CSV upload / ImportLoads a custom recipient list.Use the expected format and inspect imported addresses.
Recipients / ResultsShows selected contacts and available response results.Check recipient eligibility before scheduling and interpret results after responses arrive.

Behavior to know

  • This page schedules the selected survey; do not assume an automatic recurring cadence.
  • An empty recipient preview calls for checking filters, imported addresses, form compatibility and recipient eligibility.

Recommended use

  • Choose the intended audience before configuring content or recipients.
  • Preview the complete experience and inspect a representative result before broad use.
  • Keep customer-facing wording short, specific and consistent with the rest of your portal.

Worked example

  1. Prepare a quarterly equipment-support feedback campaign for a defined customer group using a Scheduled Survey form.
  2. Load the relevant previous-Case contacts and inspect every recipient before using the list. Remove inappropriate contacts through the available campaign controls.
  3. Save the draft, reopen and verify the approved send time. Choose Schedule only when ready to commit to the mailing.
  4. After delivery, compare responses with invitations and record the group and period used; a small response set may not represent every customer.

Troubleshooting

ProblemWhat to check
Saving did not send or schedule the surveySave Changes prepares the draft. Reopen and use Schedule for a mailing.
Schedule is missingCheck whether Send to is Anonymous link; that mode provides a shareable link. Also check permissions and whether the survey was already sent.
The recipient list is empty or wrongReview the Case window, Division and Case tags, then Load contacts and inspect Recipients. For CSV, verify Email, First Name and Last Name.
The form is not availableUse a compatible active Scheduled Survey form and check its Division.
The sent survey cannot be editedSent surveys are read-only. Preserve the recorded results and prepare a separately reviewed campaign if a new send is needed.
There are no Results yetSending invitations is separate from receiving responses. Verify the audience and wait for actual response data.
  • Customer surveys → Configure customer survey forms
  • Broadcasts → Review broadcast and survey unsubscribe records
  • Self-Service → Configure a customer portal

For additional setup and usage context, see these related guides:

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