Target Appcues Flows Based on Users' NPS Scores
Learn how to follow up with a Flow after a user submits an NPS response.
Table of Contents
After users submit NPS scores, follow up with a different Flow for promoters, passives, and detractors. There are two ways to do it.
Branch from the survey (NPS 2.0)
Add conditional actions to the survey's Submit button to trigger a different Flow for each NPS category. See Send users to a different follow-up by score. Use this when the follow-up should start right after the user answers.
Target Flows by score
When a user submits a score, Appcues saves it in the Most Recent NPS Score user property. Use it to build one segment per group, then target a Flow to each. Use this when the follow-up can come later, such as a few days after the answer.
- Create three segments from Most Recent NPS Score, with Any so a user matches any of the scores: Promoters (9 or 10), Passives (7 or 8), and Detractors (0 to 6). See Segments.
- Open the follow-up Flow's Settings tab. In Who sees this, choose Users in a Segment and pick the segment.
- To wait before following up, click Add criteria and add a rule on when the user answered.
- Publish the Flow.
Confirm it worked
Submit a test score as a user who matches one segment. Open the user in Audiences > Users and check that Most Recent NPS Score shows your score and that the follow-up Flow is listed as eligible on the Eligibility tab.
If you have questions, contact support.