Re-enrolling/resend one-off NPS so that Contact can receive it more than once

[sunask]

Hi, 

I know it might sound a bit contradictory at first, be we are looking for the opportunity to send a one-off NPS survey to the same Contact more than once.

The use case being gathering feedback, based on won Deals (and hence projects).

We've been able to set up a working proof of concept for this, using a trigger based on a custom property on the Deal object. 

The issue, however, is to be able to re-enroll/resend the same NPS, if a Contact meets the (Deal) criteria again - let's say after a 12 weeks. 

We are aware of the Options -> Resurvey - however that will not work in our case.

Please look at attached images. 

Any inputs/workarounds?


Thanks!

[TLutz]

My question I believe ties in here....currently HS is set up to send a reminder email when the client hasn't completed an NPS survey after a set number of days.  I'd like to send two reminders to the client; first reminder at 6 days with a final reminder at 10 days.  Is there a way to set this up to allow for both reminders?

[sunask]

Hi Tom,

Thanks a lot for your thorough feedback.

However, I am not sure if I am following the logic completely.

The trigger that sends the NPS is placed on the Deal object, hence I don't see how "clearing it" through workflow would really affect the Contact in a way that would allow for re-enrollment. 

[TomM2]

You could set a criteria for enrollment based on the deal object OR that custom contact property is equal to true, then just set the re-enrollment into the survey as that custom contact property equaling true. 

The reason it really needs to be a contact property is deal properties don't really play well with re-enrollment. 

[TomM2]

Hey @sunask am I understanding correctly that you want enrollment into a survey, then re-enrollment after a given time without any updates to the records done in HubSpot? 

Realistically HubSpot automation based on properties only triggers when the property value updates. So if you say your "nps survey sending is any of one off and immediate", it will only enroll the first time they meet the criteria. 

One easy way around this however would be to clear the enrolling property value through a workflow. 

If for example you setup a custom property called "Survey re-enroll". This gets set to "yes" when your contact goes to a certain stage where they get enrolled in the survey (you could automate this through a workflow with the same enrollment criteria as your survey if you liked or just set it manually).

You could then set your re-survey criteria as "contact property Survey re-enroll = yes". 

Then setup a workflow that enrolls a contact everytime they have "yes" for the survey re-enroll. Waits 12 days then clears that property value. You could then set up a step in your workflow to enroll in a seperate workflow, this workflow would just set the property value of "survey re-enroll" to "yes". This would create two looping surveys that clear the property value and then set it again every 12 days, creating an infinate loop that would keep triggering the survey re-send. 

Obviously you can change the property names and values, you may want to play around a bit to limit the amount of times they run through it too but the foundations of that could be done through those looping workflows! You could even limit the amount of times by setting one of the workflows with an action to "increase property value" and create a custom number property for something like "workflow loops". The action would increase this by 1. So each time they go through that workflow that property goes up by 1, then you can set the enrollment of the workflows to have something like "Workflow loops is less than 3" or something like that if you wanted them to go through it twice.