How to Generate Customer NPS Alerts in Slack via SurveyMonkey

Hey there! If you’re looking to keep your team in the loop whenever your Net Promoter Score (NPS) dips below a certain level, you’re in the right place. In this guide, I’ll walk you through setting up an automated system that sends Slack alerts when your NPS falls below a specified threshold. We’ll be using SurveyMonkey, Make (formerly Integromat), and Slack to make this happen. Don’t worry if you’re new to these tools; I’ll break it down step by step. Let’s dive in!

Introduction

Maintaining a high NPS is crucial for understanding customer satisfaction and loyalty. By setting up automated alerts in Slack, your team can promptly address any declines in NPS, ensuring swift action to improve customer experience. This setup will take approximately 30 minutes and is suitable for beginners.

Step-by-Step Guide

Step 1: Set Up Your SurveyMonkey NPS Survey

First things first, ensure you have an active NPS survey in SurveyMonkey. If you haven’t created one yet:

1. Log in to your SurveyMonkey account.
2. Click on “Create Survey” and select the NPS template.
3. Customize the survey to fit your brand and audience.
4. Once done, distribute the survey to your customers.

For more details on creating surveys, refer to SurveyMonkey’s help center.

Step 2: Connect SurveyMonkey to Make

Now, let’s set up Make to monitor your SurveyMonkey responses:

1. Sign up or log in to your Make account.
2. Click on “Create a new scenario.”
3. In the scenario editor, click the “+” button to add a new module.
4. Search for and select the “SurveyMonkey” module.
5. Choose the “Watch Responses” trigger.
6. Connect your SurveyMonkey account by following the on-screen instructions.
7. Select the NPS survey you set up earlier.

This module will now monitor new responses to your NPS survey.

Step 3: Filter Responses Based on NPS Score

We only want to be alerted when the NPS score falls below our threshold. To set this up:

1. After the SurveyMonkey module, click on the “+” button to add a new module.
2. Select the “Filter” option.
3. Set up the filter condition:
   • Field: Select the NPS score field from the SurveyMonkey module.
   • Condition: Less than.
   • Value: Enter your desired threshold (e.g., 7).

This filter ensures that only responses with an NPS score below your specified threshold proceed to the next step.

Step 4: Send Alert to Slack

Time to set up the Slack notification:

1. After the filter, click on the “+” button to add a new module.
2. Search for and select the “Slack” module.
3. Choose the “Post Message” action.
4. Connect your Slack account by following the on-screen instructions.
5. Configure the module:
   • Channel: Select the Slack channel where you want the alert to be sent.
   • Message: Craft your alert message. For example:
     

     “🚨 Alert! A new NPS response has a score of [NPS Score]. Customer comments: [Customer Comments]. Please review and take necessary action.”

     Replace [NPS Score] and [Customer Comments] with the corresponding fields from the SurveyMonkey module.

For more details on posting messages to Slack, refer to Make’s Slack integration documentation.

Step 5: Test and Activate the Scenario

Before going live, it’s essential to test the setup:

1. Click on the “Run once” button in Make to test the scenario.
2. Submit a test response to your NPS survey with a score below your threshold.
3. Check the designated Slack channel to see if the alert appears.
4. If everything works as expected, click on the “Schedule” button in Make to activate the scenario. Set it to run at your desired frequency (e.g., every 5 minutes).

Optional Enhancements

Want to take it a step further? Here are some quick-win ideas:

• Tag Specific Team Members: Modify the Slack message to tag specific team members using their Slack usernames, ensuring they get notified directly.
• Log Responses in a Spreadsheet: Add a module to log all NPS responses below the threshold into a Google Sheet for record-keeping and analysis.
• Set Up Email Notifications: In addition to Slack alerts, configure an email notification to be sent to relevant stakeholders for critical NPS drops.

And there you have it! With this setup, your team will be promptly notified in Slack whenever your NPS score falls below your specified threshold, allowing for swift action to enhance customer satisfaction. Happy automating!