NPS score collection and analysis

Purpose

1.1. Automate the collection, aggregation, segmentation, and reporting of Net Promoter Score (NPS) feedback from retail office supply customers.
1.2. Enable automated follow-up, customer tagging, escalation, and report generation for the customer support and communication teams.
1.3. Automatically trigger loyalty or win-back campaigns based on survey scores, streamlining the office supply purchasing journey.

Trigger Conditions

2.1. Sale completion in POS or eCommerce system.
2.2. Delivery status marked 'delivered' in shipping/logistics platform.
2.3. Customer service ticket closure.
2.4. Periodic (e.g., quarterly) automated campaign to all active customers.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Twilio Programmable Messaging API, configure POST request automation for SMS-based NPS survey link delivery.
3.2. SendGrid
• Feature/Setting: Automate transactional template send API, dynamic personalisation with NPS link.
3.3. Google Forms
• Feature/Setting: Automate form response collection API and webhook for new submissions, automate connection to reporting workflows.
3.4. SurveyMonkey
• Feature/Setting: Automate survey distribution and Webhooks integration to receive and process NPS responses automatically.
3.5. Typeform
• Feature/Setting: Automate NPS form creation, and webhook triggers for form submissions.
3.6. Mailchimp
• Feature/Setting: Automate email send campaigns with merge tags for NPS survey links; trigger automation on customer segments.
3.7. HubSpot
• Feature/Setting: Automator for workflow trigger on lifecycle stage or ticket close, send survey through automated email sequence.
3.8. Salesforce
• Feature/Setting: Automate process builder or Flow to send NPS survey links post-interaction, and to update NPS records.
3.9. Zendesk
• Feature/Setting: Set automatable business rule for ticket-close triggers; automate email/SMS NPS delivery.
3.10. Intercom
• Feature/Setting: Automate chat-based NPS survey via bots and automator for collection.
3.11. Slack
• Feature/Setting: Automate NPS alert to Slack channel using Incoming Webhooks, automating real-time reporting.
3.12. Microsoft Teams
• Feature/Setting: Automate posting survey results to Teams channels via Webhook and connector API.
3.13. Airtable
• Feature/Setting: Automate NPS response capture and dashboarding via API and scheduled automations.
3.14. Google Sheets
• Feature/Setting: Automate population of survey data into sheets via API, then process with further workflow automation.
3.15. Zapier
• Feature/Setting: Automator for multi-app workflow orchestration, trigger from NPS responses to various other apps.
3.16. Monday.com
• Feature/Setting: Automate project/task creation based on NPS scores through integrations and boards automations.
3.17. Power Automate
• Feature/Setting: Automate responses from Microsoft Forms or CRM event triggers linked with NPS follow-up.
3.18. Freshdesk
• Feature/Setting: Automate NPS survey ticket after resolution via scenario automator.
3.19. ActiveCampaign
• Feature/Setting: Automate email or SMS drip with NPS survey post-purchase via contact automations.
3.20. Qualtrics
• Feature/Setting: Automate experience management orchestration, auto-triggered NPS surveys by API from customer data events.

Benefits

4.1. Automated NPS scoring provides instant, actionable feedback to support and sales teams.
4.2. Reduces manual survey sending, accelerates loop from feedback to action with workflow automation.
4.3. Automating segmented follow-up improves retention and response rates.
4.4. Consistent, automatable analytics and reporting drives continuous improvement.
4.5. Automates customer support prioritization based on real-time NPS trends.
4.6. Enables automated escalation or reward paths for high- or low-scoring respondents.
4.7. Drives efficient, automated customer experience programs tuned for office supply retailers.