NPS Tracking: survey your leads and score the answers

NPS Tracking is now available. It sends a short survey, scores the answer out of 10, and sorts each person into a promoter, passive or detractor.

Where to find it

NPS Tracking sits in the Clients Portal under Marketing. It has three screens: a campaigns list showing each campaign and its current score, a campaign editor, and a results screen.

Building a campaign

A campaign points at one flow form, which is the survey people fill in. Pick a form you already have, or start from one of the built in templates: Classic NPS, NPS plus Comment, or Detailed NPS.

The score calculator turns an answer into a number, and a campaign will not save without one. Tick the fields that should count towards the score and give each a percentage weight, totalling 100. Dropdown and choice fields map each option to a score from 0 to 10, and number and rating fields scale into the same range.

When surveys go out

Turn on the manual trigger and the campaign appears in the NPS Surveys section of any lead's profile, where an agent picks it and sends. Automatic triggers send on their own at four moments:

• Lead reaches a stage you choose on the CRM board.
• Lead qualified, when someone passes a qualification goal.
• Tour or appointment completed, so you ask about a viewing they attended.
• Lead archived, when their journey is closed out.

An automatic trigger can hold the survey back by up to ninety days, so a tour survey can go out three days later and a move in survey two weeks later. Everything is checked at the moment the survey goes out rather than when the trigger fired, so somebody who opts out during the wait is not surveyed.

Each campaign has a send limit for how often the same person can be surveyed, defaulting to one per month.

Acting on the answers

Promoters, passives and detractors can each get their own follow-up action: notify the assigned agent with a note, create a follow-up, or send a thank you message. For anything more specific, a data integration flow can react to the NPS: Response Recorded event, which carries the score, the category and every answer the person gave.

Reading the results

The results screen shows the score with its promoter, passive and detractor split, how many surveys were sent and answered, the response rate, a trend over time, and a breakdown by property, source, agent and stage.

Things to know

NPS Tracking is a module, so it needs to be enabled for your company before it appears. Surveys go out one person at a time, and there is no bulk send. People who have opted out of NPS messages are never surveyed.