topic Betreff: Sending NPS survey to contact associated with ticket and show result in ticket in Customer Feedback Tool

Sending NPS survey to contact associated with ticket and show result in ticket

RZarmer — Mon, 28 Aug 2023 14:27:13 GMT

Hello,

we are using a ticket pipeline with several automations through our customers journey with our product.

I would like to add another automation which would be triggered once a ticket reached a certain stage; I would like to send a NPS survey to an associated contact of that ticket and make the result visible in that specific ticket as a kind of customer health score.

Would that be somehow possible?

Kind regards

René

Re: Sending NPS survey to contact associated with ticket and show result in ticket

Jigar_Thakker — Tue, 29 Aug 2023 07:46:34 GMT

Hey @RZarmer

Yes, it's definitely possible to set up an automation to send an NPS (Net Promoter Score) survey to an associated contact when a ticket reaches a certain stage in your ticket pipeline.

Here are a few steps you can follow:

After catering your NPS survey

Create a workflow in the HubSpot workflow tool and set up a trigger “ once a ticket reaches a specific stage in the tickets pipeline.

Send the NPS survey to the associated contacts with the tickets.

Score Calculation: Once you receive the NPS survey responses, calculate the NPS score. The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.

Let me know if you have any follow-up questions. I'd be happy to help.

If my post was helpful in addressing your query, Support the community by indicating it as the solution.

Best regards,
Jigar Thakker
jigar@insidea.com

Betreff: Sending NPS survey to contact associated with ticket and show result in ticket

RZarmer — Wed, 30 Aug 2023 06:01:42 GMT

Big thank you already!!

I was wondering now if the calculation process is a manual work?

We have 1 ticket that belongs to 1 deal from sales, so actually 1 ticket = 1 deal.

My goal would be to send out the NPS for each ticket x days after onboarding and to receive whatever NPS score to make it visible for this one ticket as part of our preparation for a possible renewal process.

Or do I have to find the answer of this specific contact and calculate it manually?

Kind regards

René

Betreff: Sending NPS survey to contact associated with ticket and show result in ticket

TommasoSpagnoli — Wed, 30 Aug 2023 13:29:48 GMT

Hi @RZarmer

The calculation is automatic and you can check that from the Feedback tool area.

But I haven't figured out yet how to show the result of the NPS of a specific ticket, inside the relevant ticket.