# SurveyMonkey: Major incident: Low survey completion rate for RewardsApp Surveys with Advanced-Logic

**Summary:** SurveyMonkey reported a major incident in which RewardsApp surveys with advanced logic could prevent respondents from starting, lowering completion rates. It started at 2026-04-15 14:23 UTC and was resolved at 2026-04-15 17:20 UTC, lasting 2 h 56 min; SurveyMonkey said it identified the cause and was implementing a fix, without providing details. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-04-15 14:23 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/g7myrfg8y8lm](https://stspg.io/g7myrfg8y8lm)
- [Company: SurveyMonkey](https://rewindex.com/company/surveymonkey.md)
- Versions: before (none: first archived) → after incident\_version:262/l4yw2sv82cnv@6dab86c4d75e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Low survey completion rate for RewardsApp Surveys with Advanced-Logic
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-15 14:23 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-15 17:20 UTC
```

**6. Added: Affected components**

```diff
+ SurveyMonkey
```

**7. Added: Update** (investigating) · 2026-04-15 14:23 UTC

```diff
+ We are currently investigating an issue where RewardApp surveys with advanced logic may prevent respondents from starting the survey, resulting in lower completion rates.  Our team is actively working to identify the root cause and will provide updates as more information becomes available.
```

**8. Added: Update** (identified) · 2026-04-15 15:47 UTC

```diff
+ The cause has been identified and a fix is being implemented.
```

**9. Added: Update** (resolved) · 2026-04-15 17:20 UTC

```diff
+ This issue has been resolved!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-15 14:23 UTC | Major incident: Low survey completion rate for RewardsApp Surveys with Advanced-Logic (this change) | outage |

All SurveyMonkey changes: [timeline](https://rewindex.com/company/surveymonkey/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i50c611f7111093 · Markdown: https://rewindex.com/change/i50c611f7111093.md · JSON: https://rewindex.com/api/v1/changes/i50c611f7111093 · Generated 2026-10-18T02:31:54.987Z