How to remove or edit a survey interaction

Edit survey responses or delete interactions.

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Sometimes, a client may ask you to remove or edit a survey interaction for reasons such as an unexpectedly low score or respondent error. In most cases, they ask for this because the score does not make sense. For example, the answers to most survey questions show that they were completely satisfied, but one answer shows that they were completely unsatisfied.

This guide contains instructions to edit customer feedback for an interaction or remove it entirely.

Important: Editing or removing interactions can compromise the integrity of clients' data and reports. Before you proceed, consider whether removing or editing the interaction seems ethical and appropriate. If you have any doubts, consult with a colleague or manager before proceeding.

Edit/removal process

Follow the steps below to edit or remove an interaction:

  1. If they have not done so already, ask the client to send you the External Reference Number for the interaction.

  2. On the Interaction Details page, click Add Custom Filter.

  3. In the Column field that appears, select "External Reference" from the drop-down menu.

  4. Select the equality operator (=) to the right of the Column field.

  5. In the Value field, enter the External Reference number provided by the client.

    example of a custom filter

  6. Click View Report.

  7. In the report, click the View Interaction Details icon.

  8. In the Interaction Details modal window that appears, click the Link icon next to the Interaction UUID to open the Interaction Details report on a separate page.

Now you have the option to either delete or edit the interaction. To Delete the interaction:

  1. Click the Delete icon in the bottom right corner of the page.

    Note:

    Deleted interactions cannot be retrieved! Make sure that you really want to delete the interaction before proceeding.

  2. Click Yes, Delete It! and provide a reason for deleting the interaction, then click OK.

    Include the Support case number along with the reason for deletion, if possible.

  3. Open the Event Log page to confirm that the interaction was deleted.

    You should see the deleted interaction, who deleted it, and the reason for deletion.

To Edit the interaction:

  1. Click the Edit icon near the bottom of the Interaction Details window.

  2. In the modal window that appears, change any values you wish to edit.

    example of editing survey attributes
    Important: You must click the Update Response check mark after every field that you edit. If you skip this step, your edits will not be saved.

  3. When you are finished editing the desired field(s), click Done.