How Surveys update your Stakeholder Records

When your stakeholders respond to a Survey, you may want to collect their information to keep your Contact and Organisation records up to date. To cover this, Surveys can include a final page for a stakeholder to provide their Contact details. This will always include their name and email address, and you can also choose to capture their Organisation, personal details, and location information (e.g. Post Code). 

As part of the March 2025 update (Tractivity v25.3), we updated how this information collected in your Surveys affects your Contact and Organisation records. In short, Contact records are now only updated when Survey Responses are confirmed. 

Here is a step-by-step guide on how a Survey response will update a Contact record. 

1. A stakeholder responds to a Survey. They provide their first name, last name and email address. They can also provide their Organisation Name, demographic data and subscription preferences (if these fields have been switched on). They then submit their Survey response.
2. This response goes into the Unconfirmed Responses tab on the Survey page.
3. If the stakeholder does not have a Contact record already, a new Contact record will be created with all submitted information.
4. If the stakeholder has an existing Contact record already, no information in this record will be updated yet. 
5. When you confirm the response, the details submitted by the stakeholder will be added to the Contact record. 
   1. The name will be updated based on the First and Last Names provided in the Survey response.
   2. If an Organisation name is provided, the Contact's original Parent Organisation will be kept, while any new Organisation named in the Survey response will be added and linked to the Contact.
   3. If submitted, Personal Details will be overwritten with the new information.
   4. If submitted, Contact Categories will be updated with any additional Contact Categories provided by the stakeholder.

Differences for systems with multiple Projects

For Tractivity systems with two or more Projects, there are some additional details to be aware of for Survey responses.

• If a stakeholder responds to a Survey, and that stakeholder exists as a Contact in another Project - but not the Project the Survey is located in - a new Contact record will not be created until the Survey Response is confirmed.
• Once the Survey Response is confirmed, the Contact record will be created in the Survey's Project. It will also be linked with the existing Contact record from the other Project.

If you have any further question on Surveys, please take a look at the guidance in our Knowledge Base. You can also ask the Customer Success team, at customersuccess@tractivity.co.uk.