Customer NPS survey via a bot: rating by button, totals in Survey answers

What the template sets up

Two triggers: Keyword опрос (the whole message, no other words) and Deeplink with the start parameter opros — a link like t.me/your_bot?start=opros in Telegram; in MAX, a link to the bot with the same parameter. In VK the survey starts with the keyword.

Next, an Action adds the tag опрос-nps, and a Message asks “How likely are you to recommend us to a friend or colleague?” with three buttons: “9–10 — I’d definitely recommend”, “7–8 — probably yes”, “0–6 — unlikely”. The message has Save answer to field turned on: the label of the tapped button is saved to the NPS field of the customer card.

Each button has its own branch. 9–10 adds the tag nps-промоутер and asks “What did you like most?”, saved to the “What you liked” field. 7–8 adds the tag nps-нейтрал and asks “What can we do to get a 10 from you?”, saved to the “What to improve” field. 0–6 adds the tag nps-критик, asks what went wrong and passes to the Operator block: the conversation goes to a person in Conversations, and the bot stops replying in it.

How to calculate NPS

Open Contacts → Survey answers, select the NPS field and filter by the tag опрос-nps. You’ll see how many people tapped each button and what share that is. The NPS index is the share of “9–10” minus the share of “0–6”. Example: of 40 respondents, 22 chose “9–10” (55%), 10 chose “7–8” and 8 chose “0–6” (20%). NPS = 55 − 20 = 35.

That’s why there are three buttons, not eleven: the index only needs the group, and a 0–10 scale is awkward to tap in a messenger. Answers in the customer’s own words go to the “What you liked” and “What to improve” fields: you can see them in the customer card and in the CSV export from Contacts, where each field is a separate column.

How to send the survey to customers

To your customer list — via Broadcasts (Basic plan and up): choose an audience by tag, for example those who made a purchase, and write “Rate us — send the bot the survey keyword.” Broadcasts have no buttons, so the survey is started by a keyword. A broadcast only reaches people who have already messaged the bot.

Without a broadcast — with a link carrying the opros start parameter in Telegram and MAX: in an email, on a receipt or as a QR code at the checkout. The person follows the link, and the bot asks the question right away.