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One of the key elements of any NPS survey is the ability to tie back to the individual promoters, passives, and detractors that make up the score. Improving on this metric means finding out how to change the opinions of these folks and step one in that is being able to identify them and reach out to them.

The steps below are how I built a simple mechanism for building the list of who I was going to send my NPS survey too. In my case, I am sending it to customers that have opted into getting ExAM release notifications. You may be sending it to contacts that are customers of a particular product or service. Whatever your business case, I like having a simple mechanism to use so you can create a report you can export so you can send it out via the mass mail tool of your choice.

Tip: You can also use this list to export into a CSV so you can import it into ExAM as your Assessment Group which is how you will build your list of links.

Creating an NPS Survey flag against the Contact Object

Building a simple flag against the Contact object is a simple way to create List Views in the Contact object tab as well as in reports to easily identify which Contacts should be receiving your survey.

Because I am building this for ExAM customers I am leveraging a field I created called “ExAM Release Notifications.” Create an appropriate flag to meet your needs against your assessable object.
ExAM-NPS-Contact-Josh.png

This field is essentially my opt-in for receiving the newsletter as well as the flag for participating in our NPS survey as they have opted into receiving communications from us by virtue of the newsletter sign up. Think about how best to distribute this to your customers and name your field appropriately. At ExAM, you can sign up for our newsletter via an ExAM form on on our website which then toggles this field…but that is for another blog post.

Now to distribute the assessment navigate to distribute the Certification assessment you will navigate to the ExAM Command Console where you will select your certification assessment template. Once you are on the correct assessment you will then click the Distribution tab.

To create a new distribution you will click on the +New Distribution button. This will bring you to the process of entering all the information that is required to create a distribution.

Next, you will provide context by entering in the name of the distribution and indicating whether or not you will be assessing an existing Salesforce record. In this case, you are assessing a contact so you will click Existing.

You will now provide information on what type of object you are assessing by clicking the drop-down menu and selecting Contact. You will also search for a contact that you intend to distribute this assessment to and select them. Once you have entered in that information you will click Continue.

Since you are distributing the certification assessment to contact you will answer Yes to the following question. You will also select Contact since that is the who you are distributing the assessment too.

You are now presented with the option to select a saved group or to create a new group. Since you haven’t yet created a group you will click Create a New Group and enter the group name. You will then click Create Filter and using the field we previously identified as the flag against the contact object you will set it so that when that field is checked that contact will be included in this group. You will then Apply the Filter and choose to Use this Group.

Once you have selected the group or created the group you will then choose the how to distribute method. Currently, the only method that is supported is through Email with Salesforce so you would click that method. You will then select the email template that you want to use to distribute the assessment and schedule the date and time that the Email will be sent. Once that is all complete you will click Select Template and Review.

In the review section, you can look over everything to confirm it is how you want it. You are also able to set an Expiration Date for the assessment as well as a Landing Page, Pre-Assessment Message, and Post assessment Message. Once everything is correct you will click Save Distribution and you will have successfully scheduled an Email distribution using the new ExAM Command Console Distribution tool.


Next: Monitoring ExAM NPS Survey Results