How does Post-delivery NPS work in Reveal?
Reveal generates NPS invitations only after an order has been delivered. Reveal maps orders as “delivered” once the orders are marked as “fulfilled” in Shopify.
You can choose when to send invitations for NPS via email, how long invitations are valid and define rules to avoid spamming your customers.
In order to use the NPS feature automatically, you need to integrate your Reveal account with SendGrid and Omniconvert Explore .
Through SendGrid, the system will be able to send NPS invitation emails on behalf of Reveal. Once a customer clicks on a score in the email received, Omniconvert Explore will display the Survey within your website, and collect the feedback.
The insights will be automatically sent to Reveal and you will be able to assess customer experience and find out how likely it is that your customers would recommend your products / services to a friend or colleague.
Integration between Reveal and Explore
Log into your Explore account and go to Website menu > Integrations:
Copy the connection string for the Reveal integration from the Integrations page by clicking on the “Copy Code” button:
Log into your Reveal account and go to Store settings > Integrations > Omniconvert Explore Settings > Pencil button to configure:
Paste the previously copied connection string in the Connection String field and save your settings by clicking on the “Connect” button:
A successful confirmation message will appear on the screen:
At this point, the Post-Delivery NPS survey has been created in Omniconvert Explore and the NPS Survey ID – Post-delivery field has been pre-filled in Reveal Store Settings > General > NPS section > NPS > Pencil button to Edit with the ID of the survey created automatically in Omniconvert Explore.
Next, go to Store Settings > NPS section > NPS > Edit, to check if the settings match your needs and to provide the mandatory information.
For more information on what needs to be filled in, check NPS Settings & Integrations section of the article.
Customizing the NPS Survey: Changing Texts & Adding Questions
Prerequisites for the NPS Survey to Work Correctly
There are some conditions to make sure that your survey will be sent correctly and will function as expected.
First of all, it is important to make sure that the first question is the hidden question containing the NPS invitation unique, for NPS surveys sent via email, and the order number extracted from the thank you page, for Pre-Delivery NPS. So, if you decide to add more questions or edit anything, bear in mind that the hidden question must be the first one and it shouldn’t be edited.
The next question should be the NPS question type as it represents the scope of the survey and it is also previewed in the email. Please keep in mind that it is mandatory to have only one NPS question type in the entire survey. If you need to use more than one to evaluate separately different aspects, please use the unique choice question type or the scale question type.
How can I Add questions to my NPS Survey?
Below you will find how to get to the edit section of your survey, add questions and change their order.
Log into your Explore account and select Surveys from the sidebar menu:
If you have used the surveys in Explore before, you might have multiple surveys, so you need to check which survey you need to edit and for this you need to check in Reveal the Survey ID in Store Settings > General > NPS section > NPS > Edit:
Copy the survey ID from field NPS Survey ID – Post-Delivery:
Paste the ID in the search box and click on the search icon. The survey matching the search criteria will be returned:
Click on the “Edit” icon to begin editing your survey:
You can add a new question by clicking on the “New question” button:
Name your question, select its type and label your answers (depending on which question type you select), then click “Save”:
Note: From the “Answer type” dropdown, you can choose anything except for:
– Net Promoter Score type (as explained earlier, only one question with NPS type is allowed per survey)
– Grid type & Multiple Choices (this types of question are not currently supported in Reveal).
If you need to rearrange your questions, all you have to do is move them using the arrows next to each question, but please check the “Prerequisites for the NPS Survey to work correctly” before doing so:
If you are done with the changes for the survey, click on the top right corner red button and update your survey:
How Can I Change the Design on the Survey?
You can change the design of the survey by manually picking a color scheme from the “Appearance” tab of the Edit Survey section:
If you are comfortable with writing CSS code, you can edit the survey from the Appearance tab > Advanced CSS, provided you use the CSS selectors from this article.
To set up your account and get ready for sending NPS Invitations, there are a couple of steps that need to be followed.
Log into your Reveal account and go to Store Settings > NPS section > NPS > Pencil button to edit:
As you can notice, some fields are already pre-filled with some default values, while others require your input. Next to each field there is an info icon which will provide you with a short description for each field. Please make sure you have filled in all the required fields (marked with *).
Even though the Sending Contact Email is not a required field, we recommend you to fill it in with the email address of the person in charge of NPS invitations campaigns. An NPS email will be sent each time an NPS campaign runs (daily), so they will be able to check if there are any errors while sending NPS invitations to your customers and also check the email content sent daily. It will also allow you to perform a test.
You can add tracking (UTM) parameters to your Redirect URLs, in order to facilitate a better tracking, by pasting the URL with the parameters included within the URL fields directly. You can also set any webpage on your website (as long as Explore tracking code is installed on that page) for:
- Valid NPS – Redirect URL
- Consumed NPS – Redirect URL
- Expired NPS – Redirect URL
The Invitation delay interval, in hours is where you should fill in after how many hours from the time the order has been fulfilled in Shopify should the email invitation be sent.
Scroll down and:
- select SendGrid in the Sending Provider field;
- select the time you’d like the emails to be sent (in the Scheduled Sending Time field).
Connect Reveal and SendGrid and select SendGrid as NPS delivery service
Log into your Reveal account and go to Store Settings > Integration > SendGrid Settings > Configure:
Provide the information required on the page and save your settings:
- API Key: you can generate an API Key by accessing the SendGrid interface > Settings > API Keys > Create API Key. Please create an API Key with Full Access permissions and make sure you copy your API Key value since afterwards you will not be able to access its value.
- Sender ID: you need the Sender ID value set up in SendGrid interface > Marketing > Senders > Edit Sender > Copy the ID from the URL address bar. We recommend you to set up a separate sender for NPS invitations sent through Reveal.
In Reveal, go to Store Settings > General > NPS section > NPS SendGrid Email Settings > Pencil button to Configure:
Except for the Unsubscribe Group field, all the other fields are optional.
Below is a short description of each one of the fields:
- Unsubscribe Group: you can create a separate unsubscribe group from the SendGrid interface > Marketing > Unsubscribe Groups > Create New Group. After saving the group, you will be able to see the group ID on the lower left corner of the card.
- Design ID: if this field is left blank, it will be automatically generated. If you wish to use a specific design, use the design ID from the SendGrid interface > Design Library. If you choose to use your own design, please make sure you use the custom fields Reveal creates automatically and needs them in the email. You can find these fields in the SendGrid interface > Marketing > Custom Fields > Custom Fields section.
- NPS Global List ID: this field is optional, if left blank, an id will be automatically generated. The list will contain all contacts who receive an NPS email.
- Template ID: this field should be filled in for advanced use cases only. This represents the template used in Single Sends.
- Template Version ID: this field should be filled in for advanced use cases only. This represents the version of the template, which actually contains the HTML code.
Save your settings by clicking on the “Save” button.
In order to make sure everything is set up correctly and there is no missing information, test your configuration, by clicking the “Send a Test Email through SendGrid” button. You will receive the actual NPS email (test invitation email) or an email with the error.
Customize your NPS email design & content
Please keep in mind that you still need to customize the texts and logo for the NPS email, by editing the template generated in your SendGrid account.
First you need to check the ID generated for your design (in case you left the Design ID field blank, a design has been auto-generated for you). In order to retrieve the ID go to your Reveal account > Settings > NPS section > NPS SendGrid Email Settings > Pencil button to Configure. Note the ID from the Design ID field and go to your SendGrid account > Design Library and choose to edit the one with the same ID.
In case significant changes are brought to the original template, please be careful to thoroughly test the email cross-email-client, since it might look different in various email clients than in the preview provided by SendGrid.
Enable the Post-delivery NPS
After you have completed all the NPS related settings, and the template is also complete, you must enable the module (from Store Settings > General > NPS Settings) by choosing “Enable” for NPS Sending Enabled.
If you wish to send the NPS Invitations manually or if you want to temporary pause the automated sending, choose value “Disabled”.
Downloading the NPS Responses
You can download your NPS Responses from the Reveal interface by following these steps:
Navigate to the Customer Experience category from the sidebar menu and choose the type of NPS charts you wish to see (Post-Delivery NPS) from the dropdown in the header, next to the period picker.
Click on the “See All” button on top right corner:
In the NPS Responses List, click on “Export List” button:
Additional details needed?
Please don’t hesitate to reach out to our amazing customer support team if you need any additional information.
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