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I want to setup an NPS survey for customers within Marketing cloud. At a high level, below is how i am thinking I would set up.

  1. Build email in Marketing cloud with NPS rating --> values submitted get passed to Responses_DE in Marketing Cloud using AMPscript
  2. If rating is between 0 to 6 --> redirect customers to a cloud page where they submit more information --> those values get passed to the same DE using AMPscript and/or Smart Capture.
  3. Create an Automation where the values from Responses_DE are passed to Sales Cloud CRM & updates the Survey__c object.

Is it normal to set up NPS surveys in this way or is there an easier way to do this.

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In email, use %%=RedirectTo(CloudPagesUrl([CloudPageID],'NPS',[1-6]))=%% on each "star" Once arriving on Cloud Page, you can fetch the value using SET @NPS = RequestParameter('NPS')

Based on this, you can display conditional content:

IF @NPS == '1' 
THEN
/* Do something */
ELSEIF  @NPS == '2'
/* Do something else */
...
ENDIF

And finally, you can create the record in Sales Cloud using CreateSalesforceObject function:

set @SurveyUpdate = 
CreateSalesforceObject('Survey__c', 2, 'ContactID__c', @ContactID, 'NPS', @NPS)
| improve this answer | |
  • Thank you for your help Lukas. Your final step (if i understand correctly) eliminates the need for a journey to update the sales cloud. Also, am assuming this sits in the cloud page. – Rahul G Jul 5 at 20:20
  • 1
    Yes, that’s correct @Rahul – Lukas Lunow Jul 5 at 21:31

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