Survey is showed multiple times until the user dismisses or answers it

[lucasheriques]

Bug description

Loom with the bug

Surveys only stop showing after the user interacts with them (either answering or dismissing it).

Instead, we should have a count for how many times the survey was shown.

And, if it was shown 3 times (potentially configurable by the survey creator), we should consider it as dismissed and not show it anymore.

How to reproduce

1. Create a survey and launch it
2. Load the survey in your app. I used our NextJS playground
3. Don't dismiss or answer it
4. Then, change page, reload, navigate, etc. Notice how the survey keeps showing up, until the user actually dismisses or answers it

Question for readers

What should be the intended behavior here? Should we show the survey 3 times, and then stop showing it?

[lucasheriques]

might be related to #24923

[marandaneto]

@lucasheriques This is checked in the sprint plan, but there's no PR, what was the fix? Should this be closed?

[lucasheriques]

@marandaneto just unchecked it! may have accidentally pressed

I answered the support ticket, which should unblock the customer, but I'll have to revisit this to improve the way we count if a survey was seen or not

[lucasheriques]

@marandaneto added more details with the solution I thought, appreciate any thoughts

[marandaneto]

@marandaneto added more details with the solution I thought, appreciate any thoughts

Sounds like a feature request (instead of a bug since its by design) which makes sense but contradicts #26391 so I am a bit confused about which issue is a bug and which one is a bug/invalid.
Another related issue #24923

[lucasheriques]

here's a loom to make sure we're on the same page

but yeah looks like it's a feature request instead

[neilkakkar]

I'm pretty sure this was by design - and the thinking was, if a survey shows up, it should reliably keep showing up until a user interacts with it, because they might be busy doing something else on their product, not in the right frame of mind, want to answer it later, etc. etc.

Were there any customer complaints regarding this behaviour? I think it's pretty reasonable to get users to dismiss it and then never show it again, vs. us deciding with no user input. Most customer behaviour I've seen - they only get annoyed when it pops up again after they've dismissed, which we've fixed for all cases.

[neilkakkar]

oh some more comments from the loom:

1. The local storage key for seen surveys helps, but its not the complete picture - we've had this issue before where the survey shows up again for the same user when they switch browsers/ clear caches. We've made it more resilient by relying on a feature flag that is true/false depending on whether they've responded/dismissed the survey already (when this happens we add a property to the person)
2. The other issue you pointed to I think implicitly assumes that the user dismissed the survey, and then we want to show it again after X amount of time has passed. Very similar to repeating on a schedule, with potentially additional configuration for only showing it to users who haven't already responded.
3. The counts I'm pretty sure used to be accurate, something seems to have borked here, the 2 dismissed is pretty weird 😮

[marandaneto]

Ok closing it as its by design, thanks @neilkakkar