Send NPS survey data to Listen

You can send NPS survey text responses as feedback items to Listen, along with the numerical NPS score that the respondent gave (on a scale of 0 to 10). This allows you to bring your NPS data into a centralized location in Listen, along with the rest of the feedback you've captured.

How it works

Sending NPS survey data only includes responses that include text, along with the associated NPS score. Any additional questions, textual or not, aren't imported.

First, you must create an NPS survey. Then, you can:

• Manually send individual textual NPS responses to Listen from the NPS survey itself.
• Automatically send future NPS responses to Listen. 
• Send existing textual NPS responses to Listen in bulk.

AI settings

If you plan to automatically send NPS survey data to Listen, we recommend that you turn on Feedback summaries in Listen, which you can find by going to Settings > Subscription settings. This allows Pendo to automatically create titles based on the response description for each feedback item created.

Turning this setting on ensures that feedback items are automatically named based on the text of the individual responses.

If this setting is turned off, all NPS survey data sent to Listen as feedback items are named after the NPS survey. For more information about this setting, see AI features in Listen.

Manually send NPS survey responses

To manually send individual NPS data as feedback items to Listen:

1. In Pendo, go to NPS > NPS.
2. Find and open an NPS survey.
3. Open the Responses tab.
4. In the Feedback Item column in the table of responses, select Send to Listen next to a respondent that provided text as part of their NPS answer.

This opens a panel on the right side of the screen with a feedback item automatically created based on the NPS response. You can then edit this item as you can with any other feedback item. For guidance on editing feedback items, see View and edit feedback details.

NPS responses that are already sent to Listen give you the option to Open that feedback in Listen instead of Send to Listen.

Send NPS survey responses into Listen

Rather than sending individual NPS responses from an NPS survey into Listen, you can do one or both of the following:

• Bulk-import existing textual NPS survey responses into Listen.
• Automatically send all incoming textual NPS responses to Listen.

Both bulk-importing and automatically sending NPS survey responses to Listen creates a new feedback view, filtered by your NPS source. 

You can bulk-import and automatically send NPS survey responses in one of two ways: from the NPS survey itself or from Listen. Either of these two options opens the Settings page for configuring the connection to the NPS survey. 

From the NPS survey itself

1. In Pendo, go to NPS > NPS.
2. Open the NPS survey that you want to import textual responses from.
3. Open the Settings tab of the NPS survey.
4. In the Listen card, select Manage settings.
5. Follow the instructions in Configure settings for connecting an NPS survey in this article.

From Listen

1.  In Pendo, go to Listen > Feedback views.
2. Select Add feedback sources.
3. Select Connect an NPS survey.
4. Choose an NPS survey from the list.
5. Select Next: Settings. This opens the Settings page.
6. Follow the instructions in Configure settings for connecting an NPS survey in this article.

Configure settings for connecting an NPS survey

After opening the settings page for connecting the NPS survey by following the instructions in Bulk-import and automatically send NPS survey responses:

1. Turn on one or both of the following: 
   • Automatically send future responses to Listen. This sends all incoming NPS survey responses that include text to Listen. If you're already forwarding incoming NPS responses from this survey to Listen, you can also turn this setting off to stop sending new NPS responses.
   • Send historic responses to Listen. This bulk-imports all existing NPS survey responses that include text to Listen. The process doesn't import responses that already exist as feedback items in Listen. This means that if you've already manually imported an NPS textual response from the NPS survey itself, the same response isn't imported again here.
2. If choosing to send historic responses to Listen, choose a date range.
3. Select Next: Apply settings. If you selected Send historic responses to Listen, this opens an Importing feedback screen with a progress bar at the bottom to inform you of how many items have been processed. You're then presented with an import review showing:
   • The percentage of NPS survey responses that were successfully imported into Listen on the left. 
   • The percentage of NPS survey responses that were unsuccessfully imported into Listen on the right. Select Download error CSV to review errors in your import. Any would-be duplicates appear here.
4. Select one of the following to continue:
   
   • Add more sources to add more feedback sources, such as another NPS survey. This is only visible if you added the NPS survey from the Feedback page in Listen.
   • Open feedback view or Take me to the feedback view to open the automatically created feedback view of responses from this NPS survey. This option isn't available if you turn off both settings in step 1 instead of turning one or both of them on.
   • Exit to close the Connect NPS window. 

Find NPS survey responses in Listen

After you've sent textual NPS survey responses to Listen, they appear as feedback items in Listen. Feedback items created from NPS responses are given a pink heart icon in the Source column of a feedback view.

The process of bulk-importing or automatically sending new NPS survey responses creates a new feedback view in Listen that shows only the textual responses you sent from that NPS survey.

You can also find and add these NPS responses in other feedback views:

1. In Pendo, go to Listen > Feedback views.
2. Open a feedback view or create a new one. For instructions, see Save custom views of feedback.
3. In the feedback view, open the Feedback items tab. For information about this tab, see Manage feedback in Listen.
4. From the filters at the top of the page, open the Sources menu, which is on the right side of the Ideas menu.
5. Find and select the NPS survey that you're interested in.

Filter textual responses by NPS ratings

You can filter textual responses by NPS ratings from a feedback view in Listen.

1. In Pendo, go to Listen > Feedback views.
2. Open a feedback view or create a new one. For instructions, see Save custom views of feedback.
3. In the feedback view, open the Feedback items tab. For information about this tab, see Manage feedback in Listen.
4. From the filters at the top of the page, open the Sources menu, which is on the right side of the Ideas menu.
5. Find and select all the NPS surveys that you're interested in.
6. Select the ratings that you want to filter your NPS text responses by. Ratings are grouped into promoters (9 and 10), passives (7 and 8), and detractors (0 through to 6).