# parcelLab NPS

## Overview

The initial part of the feature includes a single NPS question asking how likely the customer is to recommend the shop with a rating scale in customer emails.

<div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FejlDyOAQQiIvkvJSO6y9%2FNPSEmailQuestionHessnatur.png?alt=media&#x26;token=edbe9102-a644-440d-9c1e-5e165330535a" alt="Email with NPS question and rating scale" width="375"><figcaption></figcaption></figure></div>

When a rating is selected, customers are forwarded to a landing page with follow-up questions.

The following types of questions can be included:

* NPS question - the initial NPS question from the email, including the prefilled answer that was selected.
* Text for comments - allows customers to enter a brief explanation (for example: areas to improve) regarding feedback they want to raise about your brand.
* Up to six thumbs up/down voting - questions about the product, delivery, and packaging.

<div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FQW9hHNFE11K61mIzp2em%2FNPSSurveyHessnatur.png?alt=media&#x26;token=23119a13-4bc0-473b-a39a-21dc607e76fa" alt="NPS survey follow-up questions" width="563"><figcaption></figcaption></figure></div>

The feature stores any entered information, even if the content has not yet been submitted (that is: if a customer closes the survey before clicking the **Submit** button, you will still have the survey results that were entered before the page was closed).

## Configuring the parcelLab NPS Feature

The following sections describe the configuration required for the parcelLab NPS feature.

### Customer Requirements

To integrate the parcelLab NPS feature in email communications, you need to provide the following information to parcelLab:

* What kind of questions should be included (that is: the main NPS question for the rating scale and any follow-up questions).

{% hint style="info" %}
You can select to use some or all of the follow-up questions and modify the question text as required. Additional follow-up question types can only be up/down voting questions currently.
{% endhint %}

* In which emails the survey should be integrated (that is: usually on order delivered emails).

{% hint style="info" %}
A follow-up email with the NPS survey can also be set up that can be sent at a specified time after the delivered email.
{% endhint %}

If you want to use your own NPS tool, you need to provide parcelLab with a HTML code snippet so it can be integrated in emails. When using a separate NPS tool, parcelLab does not save any survey data and it is hosted in the system that you use.

{% hint style="info" %}
For more information on using your own NPS tool, please contact your parcelLab representative.
{% endhint %}

### Implementation Process

When parcelLab has the required information, the setup process can begin.

The following applies when the parcelLab NPS feature is implemented:

* The landing page for the NPS survey follow-up questions is hosted by parcelLab. Your brand's logo can also be integrated on the landing page.
* Detailed reporting is available in the <code class="expression">space.vars.Product\_pLApp</code>.
* The NPS thumbs up/down voting questions can be integrated onto tracking pages.

{% hint style="success" %}
Thumbs up/down voting can also be included in email communication (for example: to evaluate the helpfulness of the emails sent to customers).
{% endhint %}

{% hint style="info" %}
The results can also be automatically exported as a .csv file to an email address or via SFTP. For more information on the automated export of the reporting, please contact your parcelLab representative.
{% endhint %}


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