NPS surveys are a great way to gain a pulse on the health or sentiment of users/accounts. As a company, it’s crucial to stay up to date on how your customers are feeling with your product or if they’re achieving what they’re aiming for using your product.





Of course, we love those 9 or 10 NPS scores which indicate strong healthy customers. However, there will always be the Passive and Detractor scores. How will you respond to the less-than-great scores?





In PX, you can create email engagements based on NPS scores. When customers respond with Passive or Detractor scores, you can send emails to them in response. Having a proactive Customer Success strategy will further push customers towards success and help you deep dive into their pain points.





In order to do this, follow the short instructions below:





1. Create your email engagement





2. In the Audience criteria, select the “NPS Survey” rule





3. Select the specific NPS survey you want to respond to. Select whether you want the email to send for Detractors and/or Passives





4. Finish creating the rest of the engagement





Example shown below of Audience criteria: