topic Re: Filter Last NPS Survey Date does not give expected results in Customer Feedback Tool

Filter Last NPS Survey Date does not give expected results

Jörgen — Tue, 03 Sep 2024 13:08:13 GMT

Hi all,

We've made a NPS survey, which was send August 23. to appr. 8500 of our contacts. Now I'm creating a new NPS survey, which must not be send to one of those 8500 recipients.

First of all I tried to add the statement "Last NPS Survey Date: is more than 30 days ago" to the Feedback Survey criteria. But as soon as I add this statement, the number of recipients is 0. In my test list 4 recipients have to remain. So I lowered it to 5 days ago, but still I see no recipients.

I tried a workaround with a workflow. This results in a list of 17 (total of list) in stead of 4 (expected number).

Any thoughts about this?

Best regards,
Jörgen

Re: Filter Last NPS Survey Date does not give expected results

kennedyp — Tue, 03 Sep 2024 21:49:03 GMT

Hi @Jörgen! Welcome to the Community-- happy to have you here 😊

I understand you are trying to send a new survey to a list of only 4 contacts, is that correct?

I may need more context or a more thorough explanation of the contacts you are now trying to exclude. Were the 4 expected contacts also included in the first survey sent? If so, do you know why they didn't receive it?

Let us know some more details about your workflow workaround as well and we can try to navigate this together!

Best,
Kennedy

Re: Filter Last NPS Survey Date does not give expected results

Jörgen — Wed, 04 Sep 2024 07:09:22 GMT

Hi Kennedy,

Thanks for your reply. Let me try to explain it:

We just recently started using Hubspot. We operate in the cultural sector and made a connection with our ticketing application (cinema or theatre tickets, not support tickets)

On August 23. all of our 8500 contacts got a survey.
Since this moment, we added some new contacts. These are automaticaly imported via an API and are assigned multiple properties depending on type of show they bought tickets for.

I use these properties to create several segments.

Now I have a new survey which need to be send to everybody who has visited a show. But I want to exclude everybody who received our initial survey for the next 30 days.

In my test show I have like 100 visitors to a movie of which 96 where already contact in Hubpot and received the initial survey. The other 4 contacts are new customers (and contacts). Only these 4 new contacts need to get the survey. Important to know is that these 4 contacts did NOT receive the initial survey.

When I go to surveys and create the criterium Last NPS survey date "is more than 30 days ago" there are no recipients left. Here I would expect my 4 new contacts.

Then I thought the solution would be Last NPS survey date "is unknown", because they never received a survey which could mean Hubspot can't find a date to calculate. Although the send date of my initial survey is known (August 23.), nobody gets excluded so the list stays 100.

I tried to solve this by creating a workflow, but the results are the same. Somehow it seems that Hubspot does not handle the Last NPS Survey Date very well?

In the end I would like to send a survey to everybody who has visited a show (time based trigger) and has not received a survey for the last 30 days (because some people are regular visitors and should not receive a survey after every visit).

Re: Filter Last NPS Survey Date does not give expected results

Jörgen — Wed, 04 Sep 2024 10:48:42 GMT

Addition

Just wondering: what does Hubspot see as "Last NPS Survey date"? Is this the date the email was send, or is this the date the survey was filled in?

Re: Filter Last NPS Survey Date does not give expected results

kennedyp — Wed, 11 Sep 2024 23:51:33 GMT

Thanks for that additional context, @Jörgen! Our Knowledge Base article defines the Last NPS Survey Date as when the contact last submitted an NPS survey response. I can see the complexity of those filters-- is the survey the same exact survey? I wonder if we can use the first Survey ID as a way to include/exclude the contacts that received the first one.

Maybe some of our experts have some filter groups to suggest! @Lucila-Andimol, @LaurenRyan, @RSchweighart do y'all have any ideas for how we could filter these survey contacts? Thanks in advance!

Best,
Kennedy

Re: Filter Last NPS Survey Date does not give expected results

Lucila-Andimol — Thu, 12 Sep 2024 08:55:42 GMT

Hi @Jörgen

you could have a list of all the people you sent the first survey

and then exclude that list from your new survey.

You can also exclude that first list from a new list that you have,

or from the WF enrollment criteria

this way you should get your 4 new contacts to send it to.

Hope this helps

Re: Filter Last NPS Survey Date does not give expected results

RSchweighart — Thu, 12 Sep 2024 19:26:38 GMT

Hi @Jörgen,

I think you're close. Try this below. Note I didn't test with actual data, but if you try this, you'll know quickly if the 4 contacts you're expecting show up. I think you could use either one of these filters using contact properties.

Here's what I mean with contact properties and setting up either one of the filters above. Both options have pros/cons depending on your future use of NPS'. Let me know if you have any questions determining which filter might be better.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

Re: Filter Last NPS Survey Date does not give expected results

Jörgen — Sat, 14 Sep 2024 10:23:46 GMT

Thanks a lot!

I'll try this next week.

For now, I tried to fix it with this workflow

Deal enrollment triggers:
Date of performance (source: api) is less than 1 days from now

1. Set property value:
set "NPS Cinema" on associated contacts to yes

2. Delay:
Delay for 60 days (could have been 30)

3. Set property value:
set "NPS Cinema" on associated contacts to no

In my NPS survey my target criterium is
NPS Cinema is any of yes

In the options I did not choose to resurvey contacts.

I.m.o. this would include everybody who has a ticket for our cinema. These contacts will receive a survey only once. After 60 days they loose their propery NPS Cinema. If contact has a ticket for a show later than 60 days after his earlier visit, the workflow will enroll again. It's worth a try...