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?"

Using Survicate's integration with Intercom, you can configure an automatic distribution of your NPS survey at defined time intervals.

There are three steps to follow to achieve it:

  1. Creating a survey

  2. Setting a series in Intercom

  3. Analyzing results

1. Create your survey

First, you will need to decide whether you'd like to send your survey via email or via Intercom Messenger, follow the steps below depending on how you'd like to send your survey:

Create a survey to send via Intercom

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

or Intercom Messenger (in-app message):

Then, pick one of the available templates or create your own from scratch.

Check out our NPS template. Feel free to modify the questions, so they fit your needs perfectly.

Build your survey by adding your questions, and applying survey logic. In the design tab, you can customize your survey page by adding your company logo and changing colors.

Under the Configure tab, make sure to select Intercom as your survey tool, and to allow survey retaking by enabling "multiple answers from the same survey"

2. Set up Intercom series

Let's start by creating a new series in Intercom, 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.

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.

Now, we will create the messages that will be sent in this frequency. As your content, pick the chat, post, or email depending on which survey you are planning to send. For our demonstration, we've picked chat messages.

Prepare your message:

📧 In emails, you will have to copy and paste the HTML code of a survey to the message 📧

💻 In messenger surveys, you will have to add it using an app 💻

Once you connect all your messages to the corresponding waiting time, your series should look something like this:

Send follow up emails to users who haven't answered your survey

You can push the NPS score as tags to Intercom to the users or company profiles. That will allow you to send customized emails to Promoters, Passives, and Detractors later on, or these can help you identify who hasn't answered your survey.

  1. To set up these tags, head on to the connect tab of your survey, and find Intercom.

  2. Head on to the settings, select send tags.

  3. Select the question you'd like to populate the tags from and write the tags you'd like to apply.

You can send follow-up emails to users who didn't answer the survey.

Go back to your Series, and create a filter for users who received the survey, but don't have any tags, meaning they didn't respond.

Now create a message in your series which you'd like to send to the users who received the email but didn't answer the survey:

3. Analyze your results

Check your NPS over-time score, analyze every single response - do all that in Survicate results dashboard.

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