Monthly values change over time in intercom Dashboard and Reports

Question

We've created an intercom flow to collect our client's NPS feedback every month, and we create monthly reports with these NPS values.  The problem is that the monthly values change over time. Example: At the end of January we analyze the responses given by users and there are 10 responses, the following month February we consult the Intercom dashboards and export the raw intercom files from January and we already have 15 responses. This is happening because responses given later assume the date of submission to the user in the “received_at” field, and we can't use the “completed_at” field because most users don't submit the form, they just close it. Practical example in the attached image 17 responses in total7 were assigned to January7 assigned to December2 in June1 in August  Only 4 were “completed” and we see that the responses were submitted in February, but with the “received at” date in another month, meaning that the NPS values for those months have been altered. Could you review this behavior?(without these changes, it's not possible to trust this data from the intercom flow raw data)

Anonymous · Accepted Answer

Hey There, Shaq here with the Support Engineering team here in Chicago👋!Can you clarifying how you’re getting data from the API? We recommend exporting survey results via the API via Intercom's Data Export API. This API allows you to export data for all messages sent or viewed within a given timeframe, including outbound content types such as surveys. Here are the steps to follow:Initiate a Data Export Request: Use thePOST /export/content/dataendpoint to start the export process .Check the Status of Your Export Job: Use theGET /export/content/data/{job_identifier}endpoint to monitor the progress of your export job.Download the Data: Once the job is complete, download your data using theGET /download/content/data/{job_identifier}endpoint. Note that download URLs have an expiration periodFor more details, you can refer to theData Export API documentation.You canalso create a custom attribute which is filled out only when the NPS survey is completed. When you click to Edit the survey, click on the NPS survey and the option on the left should show you the "Store answer in user attribute" option. 👇Instead of using the "survey sent" attribute for your reporting needs, you can use that custom attribute and the “updated at” value.Let me know if I can clarify anything mentioned😀!

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