Automate quarterly NPS® surveys with Intercom

Improve your NPS collection process by surveying your respondents quarterly

Agnieszka avatar
Written by Agnieszka
Updated over a week ago

Net Promoter Score is a metric used to measure loyalty and group your customers into Promoters, Passives, and Detractors by asking "How likely is it that you would recommend our product to a friend or colleague?".

With the Survicate - Intercom integration, you can:

  • configure an automatic distribution of your NPS survey at defined time intervals;

  • measure how the NPS score changes over time;

  • check which areas are your strengths and which are open for improvement.

In this article, you'll learn how to create a Series in Intercom, include a Survicate survey to send via Intercom Email or Intercom Chat or Post, and analyze the NPS score.

Step 1. Create your survey

1. First, you'll need to decide whether you'd like to send your survey via email or via Intercom Messenger. Create a survey to send via Intercom by clicking on Create new survey in your Survicate dashboard.

2. Pick whether you'd like to send your survey via Intercom Emails:

or Intercom Messenger (in-app message):

3. You can either set up a survey of your own (start from scratch), select a survey from our templates library (start from template), create a survey with AI, or import questions you prepared before:

4. Build your survey by adding your questions and applying survey logic.

In the Design section of an Email or Shareable link survey, you can customize your survey page by adding your company logo and by changing the survey's colors.

Under the Configure tab of the Email or Shareable link survey, make sure to select Intercom Emails as your tool to recognize respondents with, and to allow survey retaking by enabling Allow this survey to be taken multiple times from the same browser❗️

This is important for running a recurring NPS survey.

Step 2. Set up a quarterly NPS survey in an Intercom Series

1. Let's start by creating a new Series in Intercom, naming it, and defining the group of users who will enter this Series, meaning your target audience. For our NPS, we decided to send this survey only to our active Customer base.

2. Set up a waiting time for your NPS surveys, which will apply to the group that has entered your audience. You can use this method to send the surveys at any frequency.

3. Now, we will create the messages that will be sent at this frequency. As your content, pick the Intercom Chat, Post, or Email, depending on which survey you are planning to send. For our demonstration, we've picked chat messages (and an Intercom Messenger survey).

4. Prepare your message:

💻 In Intercom Messenger surveys, you will have to add the survey to a Chat or Post 💻

5. Once you connect all your messages to the corresponding waiting time, your Series should look something like this, where the same survey is added multiple times:

This method lets you send the same NPS survey to the same group of contacts regularly, whether they have answered the survey already or not, without having to send the survey manually each time.

Read on to learn how to send the survey again only to those who have received it before but haven't provided a response.

Step 3. Analyze the results

Survicate automatically calculates your NPS, and you can see it updated after each new survey response in the Analyze tab of your survey.

You'll see the percentage of votes that each answer option received, the number of responses for all three respondent groups, and how many respondents answered this question in your survey.

You can also see how your NPS score changes over time. You can display results by Day, Week, Month, Quarter, or Year.

In the Analyze > Individual responses tab, you can check which response came from which contact.

📞 If you have any questions about automating a quarterly NPS survey in Intercom - feel free to reach out to our team via chat or e-mail:

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.

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