Follow up on NPS responses

Updated

Set up a webhook-triggered automation to trigger follow-up responses for profiles that respond to your Satismeter NPS surveys!

As a part of this guide, you’ll:

  1. Set up a webhook-triggered automation, capturing a response from Satismeter when someone fills out your survey and converting it to an event.
  2. Set up an event-triggered automation (using the Satismeter event) to message profiles based on their net promoter score (NPS).
sequenceDiagram participant A as Customer participant B as Satismeter participant C as Customer.io A->>B: Customer gives NPS rating B->>C: Webhook forwards response C->>C: Convert to event C->>A: Email customer with response

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 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 automation

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 an automation to respond to profiles that filled out your survey depending on their net promoter score.

  1. Go to Automations and click Create Automation.

  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 automation.
      Set up your webhook in Satismeter
      Set up your webhook in Satismeter

  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 profile, 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.

    create an event to trigger an automation when profiles give you an NPS rating
    create an event to trigger an automation when profiles give you an NPS rating

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

Set up your event-based automation

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

 Tag your automations

In this tutorial, you need two automations to achieve your goal. If you apply a tag to both your webhook-triggered and event-based automations, you can easily relate and find your automations on the Automations page.
  1. Go to Automations and click Create Automation.
  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 profiles that rated us below 7.
    set up an event trigger based on your webhook-triggered automation
    set up an event trigger based on your webhook-triggered automation
  4. In your workflow, add your message. In our case, we’re only responding to profiles that gave us a score of 7 or less. However, if you don’t filter by rating, you might:
  5. When you’re finished, click Save & Next, and finish configuring your automation. Now, when someone fills out your Satismeter NPS survey, you can send them a response automatically!
Copied to clipboard!