Winback Survey
Winback survey is an exclusive feature available in QuestionPro that is specifically designed to check the satisfaction of the customers upon ticket resolution. Once a detractor ticket is created in our closed-loop feedback system, the assigned manager can work on the ticket resolution process. A solution is provided for the issue raised and after effective communication with the customer, the ticket is marked resolved. Currently, there is no way to rectify the negative NPS score associated with the detractor ticket. Even after ticket resolution, the NPS score associated with the ticket is a detractor. Winback survey allows users to send a new survey once the ticket is resolved and captures the updated NPS score.
Create a survey in your CX account that you want to use as your Winback survey
Once the survey is created, go to Enhanced Cloosed loop and create Winback email template
While creating the template for your Winback survey, select the template type as Winback
- Go to Settings> Winback Rules.
- Create a winback rule by clicking on the + Add Rules button
- Select the Workspace in which you have created the Winback survey
- You can also add the Segment for which you want to trigger the Winback survey.
- Select the survey from the drop-down
- Select the NPS question
- Select the Winback email template
- Save the rule
Now, for the tickets created under the selected workspace winback survey will be triggered for every ticket that is marked Resolved
Once the Winback survey is triggered, a new tab will appear where you can check all the winback details.
In the analytics tab, the Winback NPS trend graph will show the data for the number of Detractors converted to Promoters
No, the Winback NPS score is captured separately and the existing NPS score of the survey is not affected by the Winback NPS score.
Yes, a new response ID is generated for the Winback survey response which is displayed in the Winback tab of the ticket.
