Automate NPS Survey Replies with OpenAI & Google Sheets

Effortlessly Automate NPS Survey Replies with OpenAI & Google Sheets

Enhance your customer experience management by automating your Net Promoter Score (NPS) survey replies. This n8n workflow reads new survey responses from Google Sheets, leverages OpenAI for generating personalized email replies, and sends them via Gmail. Finally, it efficiently routes responses for additional actions based on promoter, passive, or detractor classifications.

What this workflow does

• Runs every 6 hours to process fresh NPS survey responses from a designated Google Sheets tab.
• Filters responses to keep only those with a "new" status, ensuring no double handling.
• Parses NPS scores and classifies each response into Promoter, Passive, or Detractor categories.
• Utilizes OpenAI's Chat Completions to craft a personalized email tailored to each respondent, complete with a unique segment-specific subject line.
• Sends the email via Gmail to maintain seamless communication with your customers.
• Appends positive promoter comments to a separate Google Sheets testimonials tab for future reference.
• Marks all processed responses with a "Processed" status to keep track of completed tasks.
• Automatically alerts your support team about detractor responses via email so immediate attention can be given.

Use Cases

• SaaS operators looking to streamline customer feedback management and deepen customer connections through timely, personalized communications.
• Automation engineers seeking to reduce manual effort associated with handling NPS survey responses, ensuring no feedback falls through the cracks.
• Customer support teams that require a systematic way to track and respond to NPS survey responses with minimal manual intervention.

Technical Details

• Integrations used: Google Sheets, OpenAI (Chat Completions), Gmail.
• Key nodes involved: code, gmail, filter, switch, sticky note, http request.
• Easy setup: Add credentials for Google Sheets, Gmail, and OpenAI in n8n, replace placeholders like YOUR_NPS_SHEET_ID, and configure a support team email for alerts.