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    Francesco De Giampaulis

    hello 

    is it possible to create a ticket in zendesk when the customers answer to the nps survey? we would like to send to customers that answers to NPS survey with a vote higher then 7 an automatic email with a promo code.

     

    thanks

    f

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    Rebecca (Edited )

    Hi Francesco-

    Currently NPS results are not passed back as support tickets and we don't offer a re-engagement workflow built directly into NPS.

    Having said that, we do have an App in Zendesk Labs that may be helpful to you:
    https://support.zendesk.com/entries/62082233-Getting-started-with-the-Proactive-Tickets-app


    It doesn't do exactly what you're asking, but you can create a Customer List (available on Enterprise and as an add on in Professional) in Zendesk that only shows users who most recently gave you a rating of 7 or higher. You could then send a proactive ticket to each of these customers using the Proactive Tickets App.

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    Daniel Kelly

    Is it possible to send the NPS survey automatically to customers to fit some condition? 

    We send emails to customers through a Zendesk ticket when the job for them is done, and I'd like that email to include an NPS score, or to trigger an NPS survey being sent to the customer, or a simpler way of sending NPS scores that uploading a contact list with one customer on it. 

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    Shannon Anahata

    @Daneil, we do not offer the NPS for individuals or individual tickets. Based on what you're looking to accomplish, perhaps it would be better to generate a customer list at the end of each week that sends out an NPS to those who submitted tickets to you over the last 7 days (though this is still less than ideal). The idea of the NPS Survey versus the CSAT is to get a long term view of promoters/detractors by using a statistically calculated number of respondents in each survey. You can read more about those suggestions here: https://support.zendesk.com/hc/en-us/community/posts/203465086-NPS-Best-Practices-The-most-effective-way-to-send-a-Net-Promoter-Score-survey. The short response to your one customer list is, with attempting to survey one-off lists of customers, you might be compromising your long-term analytic capabilities. 

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    Trang Dinh

    We want to send NPS surveys to users every single week in a determined period of time. Is it possible to send follow up surveys to the same users right the next week or we must wait at least 90 days, according to the NPS rule that users who have received a survey in the last 90 days will be automatically filtered out of the customer list? 

    Beside, is there anyway to remove the "Powered by Zendesk" mark at the footer of the survey to avoid confusion to users?
     
    Other question: is there any plan from your side to solve the language problem while multibranding since brand is tied to ticket and not user? We have multiple brands with different languages and slightly different logos. If the same user sends us various tickets in different countries, in which language and with what logo the NPS survey will be sent to him then?
     
    Thanks.
     
     
  • Avatar
    Chiaki Oka

    Hi Trang,

    Unfortunately, it wont be possible to send follow-up surveys to the same users that has answered the survey in the past 90 days. Once a user answered the survey, these users will then be ineligible for the next 90 days and will automatically be filtered out in receiving your NPS. 

    Regarding your other concern, I believe it is not possible to remove the "Powered by Zendesk" on NPS survey. My apologies about this.

    The logo of the survey would depend on the logo you'd add upon creating the survey. If there was no logo attached, then it wouldn't display any logos in the survey. Also, if you send a survey to a customer who is an existing user in your Zendesk, the survey will be sent in the language set on the customer's user profile.

    Lastly, with your question about our plans to resolve the language problem, it would be best if I would create another ticket on this that will be escalated to our Product team. Kindly check into your email as we will be updating you from there. 

    Cheers!

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