Available to all NPS Pro and above customers.
Beamer’s NPS email automation allows you to automatically send personalized follow-up emails to survey respondents based on their NPS scores. This extends the existing in-app response capabilities to email communications, enabling you to engage with customers immediately or at a preset time delay after they submit feedback.
How it works
When a customer submits an NPS survey response, the system automatically categorizes them as:
Promoters (score 9-10): Highly satisfied customers
Neutrals (score 7-8): Neutral customers
Detractors (score 0-6): Dissatisfied customers
Based on this categorization, you can configure unique email responses for each group, ensuring relevant and personalized communication. We require only that you pass user email to use this feature, but passing additional fields, such as user_id, will also allow for additional customization/targeting.
Configure email messages
You can customize the messages that are sent to your customers. While they follow a standard format, you can edit the dynamic elements within the email, such as subject lines, messages, greetings, and more. The NPS rating inserted into the email cannot be changed, but you can customize different messages and subject lines for each rating category.
Language Settings for NPS
If you have configured multiple languages for NPS and have added responses that are passed as a fields to your users, the email responses will be sent in that respective language.
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Customize the email subject line and body text
You can configure different messages and subject lines for each response category and set an optional delay between the NPS submission and the email's sending.
Select NPS from the sidebar and select NPS Settings.
Scroll down the page to the Automatic Email Responses to NPS Scores section.
Add a subject line and message for each response for detractors, neutrals, and promoters.
IMPORTANT
If a subject line or message content are not added for an NPS category (i.e., detractors, neutrals, or promoters), no email will be triggered for responses in the respective category.
Click Save Settings.
Customize the greeting and signature
NPS email greeting and signature are conditional and can be customized in Beamer Language settings. Select Settings > Languages from the sidebar and continue with the following:
To update the greeting that appears at the beginning of the email, scroll to the NPS email survey section and enter your greeting. Use placeholders if you want Beamer to insert specific user information, such as first name ${first_name}.
If this field is left blank, it will not be included in the email..png)
To update the signature at the end of the email, scroll to Inbox and add the email signature you want to appear, or update the signature in Settings > Account.
If this field is left blank, the entire signature section (including any footers or spacing) will not be included in the email..png)
Best practices
NPS follow-up emails are a critical part of closing the feedback loop and driving customer engagement. The approach should differ based on the submitted response. Here are a few guidelines to consider when developing your messaging.
General messaging guidelines
Keep it brief and clear.
Express gratitude.
Provide a clear call-to-action (e.g., share a review, tell us how to improve, schedule a call, etc.).
Send follow-ups soon after the survey when the experience is fresh. We recommend sending messages within 24 hours of the NPS submission.
Promoters (Score 9-10)
Follow-ups with promoters should reinforce loyalty, encourage advocacy, and leverage their enthusiasm.
Thank them and acknowledge their positive feedback.
Offer a small reward, exclusive content, or a referral incentive.
Invite them to share reviews or testimonials, or participate in case studies.
Encourage ongoing feedback.
Passives/Neutrals (Score 7-8)
Try to understand and address their concerns to convert them into promoters.
Thank them for their feedback and acknowledge their neutral response.
Ask for more information about what could improve their experience.
Show genuine interest in their suggestions and convey your commitment to improving.
Use an open and conversational tone and invite further discussion.
Detractors (Score 0-6)
Address their dissatisfaction, resolve issues, and prevent churn.
Acknowledge their negative experience and apologize with sincerity.
Request more information to understand the root cause of the problem.
Offer a direct line to support or propose a call to discuss further.
State your commitment to resolving the issues and improving their experience.
Follow up later with updates on how you implemented their feedback to make changes.