FAQ: Why didn’t an employee receive the main Engagement question?

This is typically because the employee has already answered the question within the timeframe you selected, so the question wasn't due again for that specific employee.

Example

You've set your survey and main question frequency in this configuration:

• Survey frequency: Monthly.
• Main question frequency: Monthly.

This configuration means that a new survey launches every 4 weeks, and that the main question displays for all employees who've not answered the question within the last 4 weeks.

Your last few monthly surveys were on these dates:

• Survey 1: Tuesday 6th June, 2023 - Tuesday 20th June, 2023.
• Survey 2: Tuesday 4th July, 2023 - Tuesday 18th July, 2023.

Employee Mark Smith answered Survey 1 on 16th June, and Survey 2 on 5th July. Mark answered the Engagement question in Survey 1, so when Survey 2 launched only 2,5 weeks later, the question wasn't due yet.

Alternative explanations

• You've updated the question frequency settings recently, so the frequency conditions have changed at a time that impacted certain employees receiving the main question.
• The employee is part of multiple survey schedules (Example: The company survey and a new starters survey) and they've already answered the Engagement question on the other survey, within the timeframe you selected. 

Recommendation

If necessary, you can guarantee the Engagement question to display for all employees using 1 of these configuration options:

• You're on Manual survey frequency, where the survey asks all active questions.
• You've set the Main question frequency to Always.