Troubleshooting your Net Promoter Score℠ survey

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  • Dilara Yüksel

    Hi Aimee,

    thanks for the article. we are facing issue where NPS e-mails are going under the spam for our targeted domain emails. so they do not receive the NPS email at all, targeted users are also agent in the system. We have sent the NPS before to same users but never faced such a problem in the past. any suggestion? 

  • Jessie Schutz
    Zendesk team member

    Hi Dilara!

    Let me see if I can find someone to answer this for you, since I'm not sure what might be causing this. Stand by!

  • Dipesh Dave

    Hey Dilara,

    The NPS surveys are sent out through a third party called Mandril. There is a document I found ( that elaborates on the issue you were describing.

    It sounds like you would need to add a DNS record for your sending domain through mandril. To help with this I have found this document on Mandril's site:

    I would follow the document I linked above for help changing this, which should reduce the number of people that your NPS survey auto-spams too.



  • Patrick Harland-Lee


    Is there any way to see which email addresses weren't sent the 90 day NPS?


  • Joe Beaudoin
    Zendesk Customer Advocate

    Hey Patrick,

    Thanks for your question!

    I'm not sure if you've referenced this resource yet, but there's a section in "Analyzing your NPS survey Results" document, there's a section on seeing which email addresses bounced or were unsubscribed:

    Now, that section pertains to users who WERE in the survey but for the reasons just mentioned DIDN'T respond to the survey.

    If you were looking for a list of email addresses excluded from the survey, that isn't recorded data.

    You could potentially export your list of surveyed users and take out the unsubscribed and bounced individuals, as well as those surveyed in the last 90 days, but that would only be relevant if you surveyed the whole list of users and not a random sample.

    Hopefully this helps clarify your options a bit!


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