Troubleshooting your Net Promoter Score℠ survey Follow

My NPS surveys are not being delivered from my branded email address, but from some weird Mandrill email address

NPS surveys are delivered by a third-party vendor, Mandrill. If you have a custom email domain, you can take steps to send your NPS surveys from your custom email domain. See How do I add DNS records for my sending domains on the Mandrill website.

My NPS surveys are not being delivered with the logo I uploaded

You might experience this issue if send multiple NPS surveys, with different logos for different brands. Currently, Zendesk supports one NPS survey template. The surveys will display the logo image that was last uploaded, even if the email surveys have already gone out. Until Zendesk supports multiple NPS survey templates, you won’t be able to survey for multiple brands or products.

My NPS surveys are not being delivered to customers in their preferred language

When you upload a CSV file with a list of recipients, you can specify a language for each recipient. If the recipient is not an existing user, the NPS survey is sent in the language specified for that user in the CSV file. If the recipient is an existing user, the NPS survey is sent in the language set on the user's user profile in Zendesk Support.

I received a notification that my NPS surveys were delivered, but the final delivery count does not match the number of recipients I selected

Customers who have received an NPS survey from you in the past 90 days are filtered out. You can send only one survey to a customer in this time frame to prevent spam.

I’m trying to upload a CSV file with a list of recipients, but I keep encountering an error

Double check the formatting of your CSV file. The file cannot contain spaces and must be delimited correctly. Download the template first to ensure your file is formatted properly

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