How do I automate and scale contextual outreach to my NPS promoters?

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    Angus Yang

    There's a couple ways you can do this:

    1. You can set up score-based responses and link out the review. It's the simplest way but a bit clunky and not visually appealing to see the link.

     

    2. My preferred method would be to create a segment based on Poll Response && NPS Score is Greater than or Equal to 8. Then apply this segment to a new guide that asks them to leave a review and links out to your G2Crowd page.

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    Heath Umbach

    I would love to do the same, albeit for mobile NPS respondents asking them to add an App Store review. I can create the segment based on NPS scores, but I'd love to find a way to make it time-based. That is, present an App Store review (or G2 in your case) guide to NPS Promoters 1 month after their NPS submission (for example). I don't want to ask users to leave a review immediately after responding to the NPS. I'm sensitive to asking them too soon.

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    Heath Umbach

    Actually, I think I figured it out. Should work with the following:

    • Poll Response is greater or equal to 9 not within last 30 days

    That way, users aren't eligible for this segment unless and until they 1) responded with a score GT or = 9 and 2) the response came 30 days ago.

    LMK if people think otherwise.

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    Hannah Hogan

    Glad you came up with a solution Heath Umbach I'm curious if you have metrics on how this worked for your user base? Any key learnings you can share with everyone? Thank you! 

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