You can review this list of common questions if you get unexpected results in the way your NPS survey is branded or delivered.
- My NPS surveys are not being delivered from my branded email address, but from some weird Mandrill email address
- My NPS surveys are not being delivered with the logo I uploaded
- My NPS surveys are not being delivered to customers in their preferred language
- I received a notification that my NPS surveys were delivered, but the final delivery count does not match the number of recipients I selected
- I'm trying to upload a CSV file with a list of recipients, but I keep encountering an error
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.
Double check the formatting of your CSV file. The file cannot contain spaces or hidden characters and must be delimited correctly. You can download a template first to ensure your file is formatted properly, under section 1 of the NPS dashboard, Define Recipients:
5 Comments
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?
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!
Hey Dilara,
The NPS surveys are sent out through a third party called Mandril. There is a document I found (https://support.zendesk.com/hc/en-us/articles/203755166-Sending-a-Net-Promoter-Score-survey-to-measure-customer-loyalty-Plus-and-Enterprise-#topic_fwm_fdf_cr) 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: https://mandrill.zendesk.com/hc/en-us/articles/205582277-How-do-I-add-DNS-records-for-my-sending-domains-
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.
Is there any way to see which email addresses weren't sent the 90 day NPS?
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:
https://support.zendesk.com/hc/en-us/articles/203981113#topic_mmt_gv1_tq
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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