Now that you have created, sent, and received responses for your Survey, what do you do with that information?
Many companies want to follow up with contacts based on their responses to the Survey. For example, after they receive NPS responses they might want to thank Promoters for their loyalty, reach out to Detractors to see what is wrong, or ask their Passives what you can in order to bump them up to the Promoter category.
You can do this by constructing a Contact Segment, and then subsequently use those segments in Alerts and Plays.
NPS Contact Segment
To follow up with contacts based off of their most recent Survey Response you will need to create a Contact Segment. Under the Contact Survey Category, there will be an option for History and Most Recent Score for each Survey type.
So if you wanted to create a Segment that pulled in all contacts who were Detractors from the last survey that they answered, you could use the following filter. This filter only looks at the most recent NPS Survey response.
|Note: Adding the filter of "Response date within the last 30 days" ensures that contacts can continually fall in and out of this segment. If we didn't include this filter, contacts would respond once and always be in the segment, therefore you could not get alerts every time they submit a new answer.|
Once the segment is created, you can use them in conjunction with Alerts and Plays to follow up with your customers.