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  3. How can my customer re-submit their NPS survey if they have changed their mind on the score they gave?

How can my customer re-submit their NPS survey if they have changed their mind on the score they gave?

Our customers can complete customer satisfaction surveys multiple times, in particular if they want to add new ratings or comments if their opinion has changed since the survey they previously submitted.

To do this, Community Teams can go to the TeamHub ticket relating to the customer’s previous survey response and select ‘Resend Survey‘ in the top toolbar. Once the customer responds to it, it will generate another TeamHub ticket for the centre to review.

Please note – ALL survey responses will count in the calculation of your centre NPS score. So if a customer submits a survey with a 7 rating and then you resend another survey and they five a rating of 9, both ratings will be taken into account. The 9 rating will not replace the original 7 rating.

Useful articles:
Survey quick reference guide,
How We Get Customer Feedback,
Measuring Customer Satisfaction

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