| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 22.03.2021 | Creation | Josiane Peytraud |
To send the survey, change the value of the field "Send NPS Survey", set it to "Yes" and click on "Save". You'll immediately see that the value will be set to "No" but the job which creates NPX Survey Records has been launched.
This job will create 1 record in the object NPX Survey Record per Campaign Member with the status "Added" or "Nominated".
The main updates of the status and status description will be:
| Action | Status | Status Description |
|---|---|---|
| NPX Survey Records creation | Nominated | Empty |
| NPX batch didn't succeed in its creation in his tool | FAILED | Error description |
| NPX batch creates the records in his tool | SUCCESS | Survey Records created in NPX |
| The survey is sent, waiting for an answer | Invitation delivered | Not Started |
| The survey is sent, waiting for an answer since 1 week | First Reminder delivered | Not Started |
| The survey is sent, waiting for an answer since 2 weeks | Second Reminder delivered | Not Started |
| The contact answered immediately | Invitation delivered | Response Received |
| The contact answered after 1st reminder | First Reminder delivered | Response Received |
| The contact answered after 2nd reminder | Second Reminder delivered | Response Received |
But we can have additional ones depending if the email is bounced, if the contact opt-out, ...
From email name = name of who will send the survey. Set up dynamically depending on the GBU. For GSKA Campaign, forced to Solvay.
From email = email of who will send the survey. Set up dynamically depending on the GBU. For GSKA Campaign, forced to Solvay.feedback@solvay.com
3. Sending the Survey
NPX Tool runs a job every 2 hours to get any new NPX Survey Records in order to create it in his tool.
If a pre-notification is requested in the set-up of the Survey in NPX, an email is sent to the contacts to advise them that they are going to receive a survey from Solvay in a couple of days.
On the D-Day, the survey is sent to the contacts.
Depending on the set-up, if no answer is received after 1 week, a reminder is sent to the contact. Same thing after 2 weeks and after 3 weeks.
All this is set-up in NPX tool by NPS Team.
From the Campaign, click on "View All" on the NPS Survey Record Section to see all the NPX Survey records with their status. You can also easily filter them to find the ones in error for example.
We can send a survey to a contact only every 6 months. This can be a reason of Failed or Skipped. it's what we call the "Fatigue".
Opt-out: when the contact click on “Unsubscribe”, the information is updated on the survey and replicated on the contact.
The user can click on “Unsubscribe” at 2 points:
Opt-outs are flagged in CRM AND in NPX (if they exist there)
If contact unsubscribed after the send of the survey, Status = Invitation delivered and Status description = Opted Out
When the NPX Tool job tries to create the NPX Survey Records in its data base, it can happen that there are some errors and don't create it. In such a situation, we are getting the status "FAILED" and the Status Description contains the reason why the creation didn't succeed. For example, we can have: "perox84@invalid.com77051is not a valid value for the Email column in survey Frontline NPS - GSKA. Please ensure you have correct email format, for examplejoe@acme.com."
The filed NPX Contact Record ID will remain empty.
In this situation, correct the issue, and set back the field Status of the NPX Survey Record to "Nominated". The following NPX Tool job will get it again and re-try to create it in its data base.
When sending the 1st email, it happens that we are getting some issues.
Here is how NPX Tool manages them:
If the contact is Bounced with a description starting with "Hard Bounce", a notification is sent to the Frontline Employee. As generally, it's because the email address is wrong. he can update it on the contact. This update will set the status of the Campaign Member to "Nominated". It will also tick the check box "Archived Bounced email" for Core.
That's why NPS Team needs to regularly review in there are such updates (Campaign Member in status "Nominated"). If so, then they need to send again the survey. So we'll create new NPX Survey Record and NPX batch tool will also create a new record on its side and try to send the survey to this new email address.
If for an unknown reason, the status of the campaign member isn't set to "Nominated" after changing the email address of the contact, you can do it manually. To do so, go to the Campaign and click on "View All" in the "Campaign Members" section.
Search your contact with the quick filter and use the small arrow to open it in edit mode. Change the "Nomination status" from "Processed" to "Nominated" and save.