If you've communicated with your customer and believe you've resolved their issue, it's best practice to resurvey them to capture their latest sentiment.
Resend a Survey
- Navigate to Surveys > Inbox
- Find the survey you'd like to respond to either by filtering or using the search in the top right of the screen
- Once you've located the customer you'd like to resurvey, click Resurvey at the bottom right of the survey card, then Begin resurvey
Once you resurvey, you will see a note on the survey that Resurvey has started.
How Resurveys Affect Reporting
When the customer responds, only their latest feedback will count towards your NPS.
We do not remove the existing survey.
To learn more about responding to customers and managing detractors, check out these articles!
Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.