Missing Responses in Constituent Forms Surveys – Has Anyone Else Experienced This?

Shannon McAdoo
Shannon McAdoo
in Raiser's Edge NXT Discussions

I've been using the new Raiser's Edge NXT Constituent Forms feature to create surveys and am experiencing an issue where some responses are not being saved to constituent records.

I created a survey with 10 questions mapped to Custom Fields, including yes/no, dropdown, radio button, and open-text questions. When test users complete the survey, the confirmation email shows responses to all questions. However, one or more responses are missing from the constituent record.

What's especially puzzling is that the missing fields are consistent within a survey but change when the survey is copied and retested. For example, Question 2 may fail to save for all respondents in one survey, but after copying the survey and testing again, a different question is omitted.

Example:

  • Q1: Do you have a dog? (Yes/No)
  • Q2: What is your dog's name? (Open text)
  • Q3: What breed is your dog? (Radio buttons)

A constituent may answer all three questions, and the confirmation email reflects that. However, only Q1 and Q3 appear in the constituent's Custom Fields, while Q2 is missing entirely from both NXT and Database View.

We've already:

  • Tested different question types
  • Confirmed field lengths are not being exceeded
  • Reviewed custom field settings for restrictions
  • Investigated the issue in Database View
  • Recreated and copied the survey multiple times

The omitted field changes from survey to survey, with no clear pattern, which makes troubleshooting difficult.

I'm beginning to suspect this is a software issue, but Blackbaud Support has not yet responded to our ticket.

Has anyone else experienced this with Constituent Forms? If so, were you able to determine the cause or find a workaround?

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Answers

  • Samantha McGuin
    Samantha McGuin Blackbaud Employee
    Tenth Anniversary Kudos 5 First Reply Name Dropper

    Hi Shannon,

    I checked on the state of your case and it looks like it should be moving into our product team as a defect soon. I'm keeping my eyes out for it so my team can jump on it asap. I'll keep you posted!

    Thanks,

    Samantha McGuin
    Laureate Product Manager, Online Giving
    Blackbaud

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