Estimated reading time: 5 minutes
In Service Desk processes, monitoring the team's performance and identifying bottlenecks as soon as possible is essential. This includes analyzing metrics such as total ticket resolution time, resolution effectiveness, and response speed.
The NPS (Net Promoter Score) is responsible for assessing the level of customer satisfaction after a service, and is considered to be one of the most critical indicators in customer service. You can set up an NPS flow within the IT Service Desk process in Pipefy in just a few steps. Let's get started!
How to create an NPS flow in Pipefy
To create an NPS flow in an existing Pipefy process, we will use the following features to automate and streamline a feedback collection:
🔔 Attention: Pipe admin permission is required to perform these settings, which must be granted by an admin member.
1. Phase for NPS evaluation
For the NPS flow to work in a process, let's create the NPS Collection phase after the ticket is completed. Just click the +New phase button and move it to the left so it's not the last one.
OK! Once the phase is added to the pipe, let's configure the phase form.
2. Phase form to collect NPS
After creating the phase, let's add the fields to collect the NPS.
The information you choose to collect here can change according to your needs, but we recommend a horizontal Radio select field with a grade of 1-5, for example. Of course, you can add as many questions as you see fit.
🔔 Tip: To customize the form with your visual identity, you can add the company logo with a dynamic field. Simply copy and paste the image into the field to display it. You can also use the dynamic field to bring information about the ticket and remind the user of the details of the ticket evaluated.
3. Email template to send to customers
With the phase configured and the fields built, it's time to create an email template. Just click the Emails button in the pipe header, then Email Templates. Then, Create new template+.
We suggest that you use the following dynamic fields when configuring the template (you can customize and change them according to your rules):
Template Name: NPS Collection
Sender name: Screening > Name
Sender's email: Sender > Email
Recipient's email: Start Form > Requester Information > Email
Subject: Start Form > Applicant Information > Name, please answer our satisfaction survey so we can improve our service!
See this example configuration inside Pipefy:
After filling in the initial fields of the email template, it's time to configure the body text. This is where we add the link to the phase form. See the example:
The Card > Current Phase Link field is the link to the form we want to share. By clicking on it, people will access the form to collect the NPS for the ticket they opened.
🔔 Tip: We suggest that you set the link in the Card > Current Phase Link field as a hyperlink in a word within the email body. This way, you can create a discreet link and make the body of the email more harmonious. Check out the example:
The information will be received directly in Pipefy and linked to the card in a centralized location with easy access for the IT team.
4. Automation to send the email template
Once the email template is ready, let's create a rule to send it automatically whenever a ticket is completed. With automation, we guarantee that people will receive the email with the correct link, in addition to streamlining the operation.
To create the automation, click the Automate button and then Create Automation.
On the left side, let's choose the trigger Whenever a card enters a phase. In the phase field, choose NPS Collection.
On the right side, let's choose the Send an email template event. Simply select the desired email template (NPS Collection) and click Create Automation.
That's it! All IT ticket cards will go through the NPS phase upon completion, and everyone will receive an email containing the NPS link.
You can also create an automation to move cards to the Done phase whenever an NPS form is answered. To do so, simply choose the When a field is updated trigger (and select the NPS field), then Move a card to the Done phase.
You can track NPS notes directly on each card or create a specific dashboard to view all evaluations in a single place.
5. Dashboard to view NPS metrics
To track NPS metrics, we recommend creating a custom dashboard. Click on the Dashboards button located in the header of the pipe. Then click Add Chart. Follow the instructions for each of the chart criteria:
Metric: Cards (Total)
Dimension: NPS field
Time Group: Created on / This month / No day
In addition to providing the means to create NPS charts by month, the third option allows you to leave the Time Group field blank, thus revealing the metric of every review ever sent, regardless of the month.
Now you can monitor the NPS levels of the Service Desk process month by month and clearly visualize the team's performance.