Currently, only NPS engagements from PX will automatically be recorded in the CS NPS Survey Response object, and these engagements are limited to the NPS rating question and a comment. Unfortunately, we cannot include additional questions within the PX NPS engagement, and our only option is to trigger separate surveys after the completion of the in-app NPS survey. This can result in a poor user experience and disconnected data, which creates unnecessary work for the admin team.
To obtain more relevant feedback on the NPS response, it would be beneficial to expand the capabilities of NPS engagements. This would allow the admin/CS/survey team to interact with users as desired while the user is engaged, providing greater flexibility. Consolidating questions into a single survey would also create a more pleasant user experience. Having a series of related in-app engagements can be confusing and may be segmented depending on the user session and survey logic.
Our team would like to launch a single NPS survey that allows us to include additional questions with conditional branching logic applied to dictate which questions are asked based on the user's NPS (1-10) response, and these survey results should feed into the CS NPS Survey Response object. For instance, if the user gives a score of 10, ask if they are willing to provide a testimonial. On the other hand, if the user gives a score of 0, ask if they find value in the targeted communications. Implementing this request has several benefits, including improved user experience, increased survey completion rates, better data accuracy, a better admin experience, and reduced in-app traffic.
