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> Last updated: July 15, 2026

# Follow up on NPS responses

Set up a webhook-triggered automation to trigger follow-up responses for profiles that respond to your Satismeter NPS surveys!

As a part of this guide, you’ll:

1.  Set up a webhook-triggered automation, capturing a response from Satismeter when someone fills out your survey and converting it to an event.
2.  Set up an event-triggered automation (using the Satismeter event) to message profiles based on their net promoter score (NPS).

## Before you begin

You’ll need access to your Satismeter account and your Customer.io *Site ID* and *API Key* credentials. You can find your Customer.io *Site ID* and *API Key* credentials under **Integrations** > **Customer.io API**.

Satismeter events have the same general shape, but we’ll base this tutorial off the following example data:

```json
{
  "event": "completed",
  "response": {
    "answers": [
      {
        "id": "00000000000000",
        "label": "How would you rate the support?",
        "value": 5
      },
      {
        "id": "00000000000000",
        "label": "Select your favourite feature from the list",
        "value": "Dashboard filters"
      },
      {
        "id": "00000000000000",
        "label": "Do you have any comments for us?",
        "value": "You are awesome!"
      }
    ],
    "category": "promoter",
    "completed": true,
    "created": "2015-07-31T19:48:07.648Z",
    "feedback": "You are awesome!",
    "id": "00000000000000",
    "ip": "88.100.78.186",
    "location": {
      "city": "Springfield",
      "country": "US",
      "long": "Springfield, United States",
      "short": "Springfield"
    },
    "method": "In-app",
    "project": "00000000000000",
    "rating": 6,
    "referrer": "https://app.satismeter.com/sample",
    "user": {
      "email": "homer@simpson.com",
      "name": "Homer Simpson",
      "traits": {},
      "userId": "1234"
    }
  }
}
```

## Set up your webhook-triggered automation

This workflow will convert your incoming Satismeter event—sent when someone fills out your NPS survey—to a Customer.io event. We’ll use this event to [trigger an automation](#people-campaign) to respond to profiles that filled out your survey depending on their net promoter score.

1.  Go to **Automations** and click **Create Automation**.
    
2.  Click the trigger block then choose  **Webhook**.
    
3.  Copy the *Webhook URL*.
    
4.  In Satismeter, go to *Settings* > *Integrations* > *Webhooks* and click **Add Another Webhook**.
    
    *   Paste the *Webhook URL* that you copied from Customer.io in the *Webhook URL* field.
    *   Select the *Survey completed* Trigger, and then click **Save Changes**.
    *   If possible, fill out your Satismeter form as a test. This will send test data back to Customer.io, which can help you set up your automation.
        
        [![Set up your webhook in Satismeter](https://docs.customer.io/images/data-workflow-satismeter-setup.png)](#51cd16b630cb97641bf0d9e184586b9f-lightbox)
        
5.  Return to Customer.io and click **Save and build workflow**.
    
6.  Drag **Send Event** into your workflow and click it.
    
7.  Set an *Event Name* and click **Add event**.
    
8.  Under *Find or add profile*, select **email** and then click the `email` value in in your sample *Trigger data*.
    
9.  For the *Event Name*, set *Static value* to **NPM survey submitted**.
    
10.  Under *Event Attribute*, add an attribute called **rating** and click the`rating` in your *Trigger data*.
    
    [![create an event to trigger an automation when profiles give you an NPS rating](https://docs.customer.io/images/satismeter-create-event.png)](#4a6a564e74b280c142e7250932e4e492-lightbox)
    
11.  Click **Save Changes**. Now you’re ready to [set up your automation to message profiles](#people-campaign) who responded to your NPS survey!
    

## Set up your event-based automation

You’ll trigger your automation from the `nps survey submitted` event you set up in your webhook-triggered automation.

 Tag your automations

In this tutorial, you need two automations to achieve your goal. If you [apply a tag](/messaging/send/tagging-automations/) to both your webhook-triggered and event-based automations, you can easily relate and find your automations on the **Automations** page.

1.  Go to **Automations** and click **Create Automation**.
2.  Click the trigger block, and click **Event** as the trigger type.
3.  Set `nps survey submitted` as the trigger event and then filter the event data for dissatisfied customers. In this example, we want profiles that rated us below 7.
    
    [![set up an event trigger based on your webhook-triggered automation](https://docs.customer.io/images/data-workflow-event-trigger.png)](#af33103cf3727857ca45b73567c82a03-lightbox)
    
4.  In your workflow, add your message. In our case, we’re *only* responding to profiles that gave us a score of 7 or less. However, if you don’t filter by rating, you might:
    *   Create a multi-split branch by rating (profiles that gave you a rating less than 7, between 7 and 8, or above 8) to send different messages to profiles based on their NPS score.
    *   Send a single, more generic message, using [liquidA syntax that supports variables, letting you personalize messages for your audience. For example, if you want to reference a person’s first name, you might use the variable `{{customer.first_name}}`.](/journeys/liquid/using-liquid) to differentiate different ratings.
5.  When you’re finished, click **Save & Next**, and finish configuring your automation. Now, when someone fills out your Satismeter NPS survey, you can send them a response automatically!

*   *   [Before you begin](#before-you-begin)
    *   [Set up your webhook-triggered automation](#set-up-your-webhook-triggered-automation)
    *   [Set up your event-based automation](#people-campaign)

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