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Follow up on NPS responses

Set up a webhook-triggered campaign to trigger follow-up responses for people who respond to your Satismeter NPS surveys!

As a part of this guide, you’ll:

1. Set up a webhook-triggered campaign, capturing a response from Satismeter when someone fills out your survey and converting it to an event.
2. Set up an event-triggered campaign (using the Satismeter event) to message people based on their net promoter score (NPS).

Before you begin

You’ll need access to your Satismeter account and your Customer.io Site ID and API Key credentials. You can find your Customer.io Site ID and API Key credentials under Data & Integrations > Integrations > Customer.io API.

Satismeter events have the same general shape, but we’ll base this tutorial off the following example data:

{
  "event": "completed",
  "response": {
    "answers": [
      {
        "id": "00000000000000",
        "label": "How would you rate the support?",
        "value": 5
      },
      {
        "id": "00000000000000",
        "label": "Select your favourite feature from the list",
        "value": "Dashboard filters"
      },
      {
        "id": "00000000000000",
        "label": "Do you have any comments for us?",
        "value": "You are awesome!"
      }
    ],
    "category": "promoter",
    "completed": true,
    "created": "2015-07-31T19:48:07.648Z",
    "feedback": "You are awesome!",
    "id": "00000000000000",
    "ip": "88.100.78.186",
    "location": {
      "city": "Springfield",
      "country": "US",
      "long": "Springfield, United States",
      "short": "Springfield"
    },
    "method": "In-app",
    "project": "00000000000000",
    "rating": 6,
    "referrer": "https://app.satismeter.com/sample",
    "user": {
      "email": "homer@simpson.com",
      "name": "Homer Simpson",
      "traits": {},
      "userId": "1234"
    }
  }
}

Set up your webhook-triggered campaign

This workflow will convert your incoming Satismeter event—sent when someone fills out your NPS survey—to a Customer.io event. We’ll use this event to trigger a campaign to respond to people who filled out your survey depending on their net promoter score.

1. Go to Campaigns and click Create Campaign.

2. Click the trigger block then choose  Webhook.

3. Copy the Webhook URL.

4. In Satismeter, go to Settings > Integrations > Webhooks and click Add Another Webhook.

   • Paste the Webhook URL that you copied from Customer.io in the Webhook URL field.
   • Select the Survey completed Trigger, and then click Save Changes.
   • If possible, fill out your Satismeter form as a test. This will send test data back to Customer.io, which can help you set up your campaign.

     

     

5. Return to Customer.io and click Save and build workflow.

6. Drag Send Event into your workflow and click it.

7. Set an Event Name and click Add event.

8. Under Find or add person, select email and then click the email value in in your sample Trigger data.

9. For the Event Name, set Static value to NPM survey submitted.

10. Under Event Attribute, add an attribute called rating and click therating in your Trigger data.

    

    

11. Click Save Changes. Now you’re ready to set up your campaign to message people who responded to your NPS survey!

Set up your event-based campaign

You’ll trigger your campaign from the nps survey submitted event you set up in your webhook-triggered campaign.

1. Go to Campaigns and click Create Campaign.
2. Click the trigger block, and click Event as the trigger type.
3. Set nps survey submitted as the trigger event and then filter the event data for dissatisfied customers. In this example, we want people who rated us below 7.

   

   
4. In your workflow, add your message. In our case, we’re only responding to people who gave us a score of 7 or less. However, if you don’t filter by rating, you might:
   • Create a multi-split branch by rating (people who gave you a rating less than 7, between 7 and 8, or above 8) to send different messages to people based on their NPS score.
   • Send a single, more generic message, using liquidA syntax that supports variables, letting you personalize messages for your audience. For example, if you want to reference a person’s first name, you might use the variable {{customer.first_name}}. to differentiate different ratings.
5. When you’re finished, click Save & Next, and finish configuring your campaign. Now, when someone fills out your Satismeter NPS survey, you can send them a response automatically!