Using the Braze x Survicate integration, you can easily contact customers who submitted low scores in one of your CSAT or NPS® surveys.

Set up your email survey using the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template, create a survey with AI, or start from scratch. Build your survey by adding your questions and adjusting the template.

If you'd like to read more about how we calculate CSAT and Customer Satisfaction surveys in general, this article will feed your curiosity.

1. To enable the Braze integration, go to the Connect tab of your survey, find, and pick Braze from the list of integrations.

2. Click the Connect button to set up the authorization.

3. Insert your Braze account Workspace API Key and Braze Instance URL

4. High five! The integration is ready to use 🎉

1. Go to the Connect tab of your survey and find Braze on the list of Integrations.

2. Connect the first question of this survey to a user field in Braze. In this example, we are using an attribute named Survicate-CSAT, but this is up to you!

3. Go to Edit mapping and configure mapping to differentiate unhappy customers from passive or happy ones. In this example, each CSAT response will be sent to Braze with a numerical value.

📌 In this article, we use a CSAT question. If you use NPS, please note that for the NPS question, we send the values mapped based on the response group. For example, 9-10 Promoters, by default. You can enable the Send answers as 0-10 values toggle if you want to receive the numeric value:

For the integration to work (send data and update fields), the respondents must be recognized - we have to know who responded to send responses to this person's Braze profile.

To identify the respondents automatically in email surveys, you have to choose Braze as your distribution tool both in the Configure tab of your survey:

This way, if you send your survey via Braze, we'll automatically pull the respondents' first name, last name, and email. We'll also be able to update properties in this contact's profile.

There are two ways to distribute your email survey with Braze: via link or by embedding the first question in the email. You can read more about both of them here.

Once the survey is sent, we'll start collecting responses and sending data from Survicate to Braze. Once any of your contacts respond to the survey and choose a score between 1 and 7, we'll send 1-7 values to their profiles.

1. In Braze, go to Audience ➡️ Segments ➡️ Create Segment. 

2. Create a new Segment based on Custom Attributes. In the Segment Builder section, add a filter with the attribute you connected to the CSAT question and choose which values should be included. In our example, the scale was 1-7, so we want to follow up with people who responded from 1 to 5.

Now, you can create Campaigns targeted to this specific Segment, asking for the reasons for the score or offering custom deals to improve their experience.

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.