NPS survey response rate | Community
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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! 

Hi Intercom, 
Just saw that you’ve introduced a new Series flow for NPS! 
Can you share any Beta results on responses rate? To help us understand what a baseline NPS response rate through Intercom surveys could look like?
Thanks so much! 
Kat

Hey ​@KatMarsello Paul here from support engineering to help you out 🤝 

NPS Survey Data & Filtering
At present, Intercom exposes only the NPS score (nps_score) as a user attribute. Free-text comments and submission timestamps are not available as attributes. They appear in the survey report UI but cannot be filtered or synced into external tools like Gainsight without workarounds

This also means filtering by “last survey received” is currently the only built-in option, not by specific survey.

Response Rate Challenges
Intercom documentation notes that survey response rates can drop compared to specialized survey tools because:

  • There is no “dismiss & reshow later” functionality.

  • Follow-up emails are not automatically linked to the original survey unless you configure them in a Series.

  • Survey responses don’t open conversations directly; they only update reporting. Teams wanting to proactively follow up must use Series + tagging or API workarounds

Workarounds in Practice

  • Series Setup: You can chain an NPS survey with a follow-up email for non-responders, but this requires setting the survey recurrence manually (e.g. duplicating after 90 days).

  • API / Webhook Exports: If you need comments or timestamps, export via webhook or API and push into your analytics or CRM as a custom object

  • Slack Notification: Teams often use webhooks to push survey responses into Slack, since Intercom doesn’t currently support NPS-to-Slack natively.

  • Customer Conversation Triggers: Current Intercom design does not automatically open a conversation on NPS response. However, you can approximate this by routing detractors into a tagged workflow via Workflows or API.

Beta / Upcoming Improvements
As of mid-2025, Intercom is investing more in CX Score (an AI-driven customer sentiment metric that doesn’t rely on survey participation)

 

That effort is intended to address low survey response rates and give “full coverage” visibility. NPS feature enhancements have been raised as feedback, but there is no indication yet of a public beta that adds dismiss/reshow or direct conversation triggers.

Next Steps for You

  • Use a Series with conditional branches to re-prompt users who don’t respond.

  • Consider webhooks to Slack to replicate the old “real-time team alert” behavior.

  • For segmentation, pull NPS data via API and store comments/timestamps in a custom attribute or external tool, since Intercom currently doesn’t expose those fields natively.

Check back in with me to share an update 😊 

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