Hi everyone, 

We recently started using Intercom’s NPS survey feature, but we’ve noticed our response rates have dropped significantly compared to our previous tool.

In our old setup, there were a few things that really helped boost responses:

• A “dismiss” option that let users hide the survey temporarily, and then reshow it later.

• An automatic follow-up email if someone closed the survey, giving us another chance to capture their sentiment.

• A Slack integration so our team could proactively reach out in real time.

Intercom suggested setting this up through a Series (survey + email), but that would mean duplicating the Series every 90 days and sending all NPS requests at once, rather than based on user duration or behavior. That’s why we set it up as a survey, less manual work, but it does come with these limitations.

We hoped that moving NPS into Intercom would give us deeper segmentation (e.g., being able to filter detractors, promoters, and neutrals by NPS survey, against our intercom data that we have pumping in from our product & customer conversations), but currently, it looks like you can only filter by “last survey received” rather than by the specific NPS survey (for context, we are using surveys to also get feature feedback).

Another part that we were hoping Intercom would make easier, as we are using a built-in Intercom feature, we were hoping that the survey responses could open a conversation with our support team so that we can be proactive about the feedback we receive. However, this was a feature request and also there is no way to open a conversation with the NPS context from the reporting of the survey either..
 

For other teams using Intercom for NPS: What kind of response rates are you getting? Have you found any ways to improve response rate? 
Intercom team: Is there a Beta or upcoming improvement on the NPS feature we could join to help shape it?

We love with Intercom that it’s our home of our customer data, however, our customer sentiment about our product is something extremely important to us, and we’re considering moving back. 

Thanks in advance for any guidance here!