Any user on your team can be assigned a response to review and follow up with. Many customers programmatically follow up with detractors or passives to further understand why they gave a low NPS. It is also often beneficial to thank your happy customers for providing feedback even when there isn't a specific call to action. Proactively following up with dissatisfied customers is a critical step towards improving NPS.
To assign a user to follow up with a respondent, first go to the Responses tab in the survey.
Then, go to a specific response by clicking on their name, or their NPS score
From there, click on the dropdown next under Assignee on the right side of the page:
Then, assign to anyone listed in the dropdown. You'll be able to assign anyone who is currently a user to review the response and follow up with that customer:
If you need to invite a new colleague to join your team, follow the steps to add a new user.
Once you assign a reply, the assignee will receive an email letting them know they've been assigned a new survey reply. They can click directly into the reply from this email.