Closing the loop with survey responders is a critical component of any customer experience program. Sending a follow up message to a respondent can gives you an opportunity to gather more insight into why your customer gave the feedback they did. It will also provide you the opportunity to resolve any outstanding issues which can lead to an improved NPS from that customer going forward.

To send a follow up message, 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, scroll down to "Conversation."

Select "Message Customer" to send them a follow up email regarding their response. 

A message template will automatically appear that will thank them for responding to the survey, giving them their NPS score, and their open ended response. You can customize this message as much or as little as you'd like! 

When you're ready, click "Send Message". If your customer replies back, you'll receive an email alerting you to review the reply.

Not the right person to message the customer? You can also leave an internal note to a colleague and assign the response to them.

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