I am facing the problem that one of our important Contacts is not receiving the NPS Feedback Survey that we created. She matches all criteria and the survey is set in a way that a contact receives the NPS survey right after they match the recipient criteria.
In the survey, they estimate that we will have 184 recipients of the survey. When I create the exact same criteria in a list, I get 185 contacts that match the criteria. The person that we want to send it to is in the List but not among the 184 recipients of the feedback survey. Anyone else ever encountered an issue like this? I have the idea that I might be due to the ‘resurvey’ options, because those seem a bit vague to me. However, for other contacts, the survey gets resurveyd on a 3 month interval. So, it does seem to work for other contacts.
Anyone has encountered similar issues? Or does anyone have an idea on how to troubleshoot this? Unlike workflows, you cannot see why a contact does not go through the survey flow, so I have no clue where to start.
Hi @PvPHS,
Thank you for reaching out to the Community!
I’d like to tag in some of our Top Contributors to see if they have any insight here - @BukunmiOdetayo@GeorgeBThomas and @Franci Have any of you all seen this behavior before?
Cassie, Community Manager
If he/she unsubscribed from all type of communication, that might cases an issue to not send survey email too. You can compare a “Opted out of email: Customer Service Communication” property value of who meet criteria and who won’t meet criteria.
Let me know if that works or not! We could work on other things to solve this issue.
I have a client who is experiencing this issue as well. None of the solutions mentioned to date are applicable, and they have 1000s of customers who have not received emails (recurrence set to every 3 months) since May.
We’ve gone to HubSpot support, and they cannot provide insight because the automation is not handled through workflows, so we do not get a log for why contacts did NOT enroll in a particular automation.
Our next route would be to entirely change our NPS automation strategy, switching from email-based NPS to a web page-based NPS that handles the recurrence through Data Hub scheduled enrollments… this would require quite a bit of re-engineering so if we could avoid this it would be ideal.
Hi @tkruzan,
Thank you for posting to the Community!
I understand that you’re experiencing a widespread issue where recurring NPS emails aren’t being delivered to customers as intended and you’re seeking alternatives.
I’d like to tag in some of our Top Contributors who may have some guidance here -- Hi @RomyFuchs1@CateDuarte and @BukunmiOdetayo Do any of you all have any other workarounds that @tkruzan could try?
Cassie, Community Manager
Hi, like what @tkruzan mentioned in October, we have the exact same issue here. Any update here on why 1000’s of customers are not receiving the surveys? Exact same, HubSpot Support have suggested to change the flow from email to web page based NPS. Again, not a great option for us either. You @chighsmith had tagged some top contributors and I don’t see a response there. Any help would be appreciated.
