Using the Post Purchase NPS Survey campaign

The Post Purchase NPS Survey campaign lets you send a net promoter score survey after a customer makes a purchase. You can even include a reward for completing the survey to incentivize customers to respond.

Tip: You need to create the campaign communications before you can finalize the campaign. The number of communications required is determined by how you configure your campaign. We recommend you create your campaign emails and/or campaign mobile messages ahead of time.

You must have campaign communications that include the Post Purchase NPS Survey to send to customers. If you intend to send a campaign email, consider using our Post Purchase NPS Survey template to save time. Refer to Understanding Post Purchase Surveys.

If you use the Post Purchase NPS Survey Template to create your communications, the merge variables are included as part of the template; however, if you want to create custom communications that provide a link to your Post Purchase NPS Survey, you must include merge variables that link to your survey. Use the merge variable {{surveyLink}} in emails and {{mobileSurveyLink}} in mobile messages.
You also need a communication if you want to provide your customers a reward notification when they complete the survey.

Creating a Post Purchase NPS Survey campaign

Step 1: Finding the Post Purchase NPS Survey campaign tile

Click the Campaigns tile in the left navigation bar and navigate to +Create Campaign.

Search the Campaign Catalog and locate and click the tile labeled Post Purchase NPS Survey to begin creating your campaign.

Step 2: Building your campaign

This campaign has a lot of steps, but there is no need to be intimidated! You need to do the following. Note that some of these may be optional depending on how your campaign will be set up.


Campaign Name	Name your campaign clearly. You can create more than one version of this campaign so be sure to add a distinguishable element to this name. Anyone should be able to read the name and quickly understand its purpose.
Program	If customers need to be enrolled in a program to be eligible for this campaign, select the program. If all customers are eligible, select All Customers.
Segment	If customers need to belong to a specific segment to be eligible for this campaign, select the segment. If a specific segment is not required, select No Segment.
Purchase Requirement	Enter the minimum value required to make the purchase eligible for getting a survey.
Survey Duration	Stipulates how long the customer has to complete the survey after receiving the link. This can be determined by days, weeks, or months.
Optionally Set Limits	Would you like to limit the number of times this campaign can apply to each customer? Consider the number of communications a customer may find intrusive. If the campaign contains a discount or reward, consider the financial implications of unlimited occurrences. If you would like to set limits, you can set it by per day, per week, per month, per year, or ever.
Reward Type	If you would like the customer to receive a reward for completing the survey, designate the reward type here. Reward types are broken down further down on this page.
Communication with Link to Survey	Select communication with link to survey. Be sure the communication you select has a link to your Post Purchase NPS Survey within it.
Schedule Multi-Channel Notification	Select the method of delivery for your notification. Delivery options are broken down further down on this page.

Once you configure all elements of the campaign, save it as a draft or save and publish it.

Step 3: Determining the reward type

Select your reward type from the following options:


Points	Allows you to determine the number of points your customer will be rewarded. You can also determine if you want the reward to expire. If you do choose to have it expire, you can set a rolling date by days, weeks, or months after the point of issuance.
Cash Back	Allows you to determine the amount of cash back your customer will be rewarded. You can also determine if you want the reward to expire. If you do choose to have it expire, you can set a rolling date by days, weeks, or months after the point of issuance.
Free Product	Allows you to determine what free product/s your customer will be rewarded with. You need to determine the following: Reward Value: If the customer has more than one eligible product in their cart, select which product the reward should apply to. This can be applied to the most or least expensive product. Rewards: The product(s) with which your customers will be rewarded. Reward Redemption: Allow your customer to choose when to redeem this reward or automatically apply to the next purchase. POS Message: Enter a message to display on the Point of Sale to indicate there is a product available for point redemption. Reward Expiration & Expiration Date: Determine if you want the reward to expire. If you do choose to have it expire, you can set a rolling date by days, weeks, or months after the point of issuance.
Discount Offer	Allows you to determine the type of discount your customer will be rewarded. You can choose from: Order Discount (Dollar or % off order) Item Discount (Dollar or % off item) New Item Price (change the price of an item) Buy One Get One (same item) Item Group Discount (Buy X and Y, get Discount on Z) New Price for Group of Items (Combo Pricing) You will need to configure the campaign based on the discount type you select. You can also determine if you want the reward to expire. If you do choose to have it expire, you can set a rolling date by days, weeks, or months after the point of issuance.

Step 4: Selecting the delivery method

Select your delivery method from the following options:

Note: If you do not have text messaging with your subscription, you will only have the option for email communication.


Email & Mobile Communication	Allows you to send both an email and a mobile message to your guest when this campaign is triggered. For email, you need to determine an Email Sender and the recipient list you would like to receive this email. For mobile messages, you need to determine the recipient list. You also need to choose both campaign email and campaign mobile message options to be sent.
Only Email Communication	Allows you to send both an email and a mobile message to your guest when this campaign is triggered. For email, you need to determine an Email Sender and the recipient list you would like to receive this email. For mobile messages, you need to determine the recipient list. You also need to choose both campaign email and campaign mobile message options to be sent.
Only Mobile Communication	Allow you to send a mobile message to your guest when this campaign is triggered. You need to determine the recipient list. You also need to choose a campaign mobile message to be sent.