There are multiple ways to send personalised survey links for Customer Voice surveys. The one we like the most is Power Automate, as it gives us the flexibility to add additional business logic before and after the survey is sent.
You can read about the option here: https://learn.microsoft.com/en-us/dynamics365/customer-voice/send-survey-flow
Recently, we implemented a personalised survey distribution for one of the customers. The survey response is recorded against the contact record in Dynamics 365.
It’s available in the report in Customer Voice. It will be easy to identify the contacts by their Full Name and Email inside Dynamics 365.
However, when we check the reports for one of the existing surveys, we’ve noticed that the responding contact appears as anonymous. Despite knowing exactly who they are in the automation.
The whole point of personalisation is knowing who they are after we collect the responses. So what exactly is happening here?
The answer is simple yet not obvious. The original survey we copied had some settings. The setting overrides the setup we configured in the automation. Sounds crazy, but it’s true.
For the survey in Customer Voice, On the Send tab -> Customisation -> Distribution settings.
Make sure the Anonymous responses toggle is not set (mine is set). If it’s set, untoggle it, and the issue will be fixed.
To summarise, the Distribution settings take priority over the personalisation setup via Power Automate.