SurveyMonkey CX allows you to gather NPS (Net Promoter Score) and customer satisfaction data in multiple ways. There are three main ways you can gather data with SurveyMonkey CX: triggered surveys using webhooks, turnkey CX email campaign, and the web link. This article will help you determine the best way to set up how you gather reliable and actionable results with your NPS program.

1. Triggered surveys using an API

The most effective method for systematically collecting NPS data is by implementing triggered surveys using our webhook API. Triggered NPS surveys are often tied to an event or behavior (e.g. transaction or product interaction).

When setting up your survey, switch API to on in the Choose Data Sources section.

Click next to the Summary page (note: this bypasses the customer list import unless the Email Lists data source was also selected.)

Follow these detailed instructions on setting up the API.

2. Email customers using CX

Clients can collect NPS data by emailing their customers directly through CX using customizable email templates. Suppression list and drip rules can be easily set up to avoid over-surveying your customers.

When setting up your NPS survey, switch Email Lists to on in the Choose Data Sources section.

Next, upload a customer list.

Note: the file must be in CSV format. CSV templates can be downloaded directly from the app.

The customer list must include Email address. We recommend included First Name and Last Name as well as Company Name for B2B businesses.

Note: If you are including additional custom data fields (e.g. account manager, region, branch, etc.), they should be uploaded as additional columns on the customer list CSV file.

3. Collect responses via the Web Link

Clients can provide a link to the NPS survey directly to customers using the open link. Open links can also include additional custom parameters (e.g. fields) drawing from sources like SFDC or a marketing automation tool. 

Using the open link with parameters will allow custom data to be appended to the survey recipient and allow them to bypass a registration page.

When setting up your NPS survey, switch Web Link to on in the Choose Data Sources section.

Click next to the Summary page (note: this bypasses the customer list import unless the Email Lists data source was also selected.)

To use the open link, simple copy and paste the URL then send the link directly to customers. 

Alternatively, to use the open link with params, copy the URL and import into your marketing automation tool (or SFDC). Using your marketing automation tool, map the fields that will bypass the customer into the URL.

In the example below, the fields being bypassed are email, first name, and last name.

Note: “%40” should take place of the “@” when referencing an email address.

Did this answer your question?