Dynamic NPS survey

Create a NPS survey which recognizes if the customer has filled it out already

Difficulty: Advanced · Modules: Decision Hub, Automation Hub, Experience Hub

Channels

mobile application
mobile push

Industries

Books
Cosmetics
Electronics
Fashion & Apparel
FMCG
Home & Furniture
Jewelry
Retail
Multi
Travel

Challenges addressed

Engage new customers
Optimize your website and campaigns
Increase loyalty

Summary

This use case focuses on orchestrating complex, multi-step customer journeys using Synerise Automation Flows that trigger actions based on events, conditions, and time-based rules across all channels. Specifically, "Dynamic NPS survey" enables your team to create a nps survey which recognizes if the customer has filled it out already. This advanced implementation unlocks significant value for organizations with established data pipelines.

Example Scenario

A customer abandons their cart, and within minutes a sequence of automated actions begins: a personalized push notification with the abandoned items, followed by an email with a dynamic discount if no action is taken within 2 hours, and finally an SMS reminder 24 hours later. Each step checks whether the customer has already converted, avoiding redundant messaging.

Business Challenge

Engage new customers
Optimize your website and campaigns
Increase loyalty

Solution

Synerise Automation provides a visual workflow builder where marketers create multi-step journeys with event triggers, conditional branches, wait nodes, and channel actions. Flows can react to real-time events (purchase, page view, app open), evaluate complex conditions using Expressions, and execute actions across email, SMS, push notifications, webhooks, and Dynamic Content. The engine supports parallel paths, A/B split testing, and frequency capping.

This implementation leverages Synerise's Decision Hub for data-driven business decisions, analytics dashboards, and real-time performance monitoring and Automation Hub for building event-driven workflows, multi-step customer journeys, and triggered actions that run 24/7 without manual intervention. The solution delivers results through mobile app experiences including in-app messaging, push notifications, and native UI personalization and mobile push notifications with personalized content, deep links, and delivery optimization.

Expected Impact

Implementing this use case delivers measurable improvements across multiple business dimensions. Organizations typically see results within the first 4-8 weeks of deployment, with compound gains as the system learns from additional data. The advanced-level implementation complexity means a balanced investment of time and effort yields strong returns.

Key KPIs

Automation-driven conversion rate
Time to first automated response
Customer journey completion rate
Channel engagement rates within flows
Revenue attributed to automation

Data Inputs

mobile application — mobile app experiences including in-app messaging, push notifications, and native UI personalization
mobile push — mobile push notifications with personalized content, deep links, and delivery optimization
Decision Hub — Decision Hub for data-driven business decisions, analytics dashboards, and real-time performance monitoring
Automation Hub — Automation Hub for building event-driven workflows, multi-step customer journeys, and triggered actions that run 24/7 without manual intervention
Experience Hub — Experience Hub for crafting personalized customer journeys, dynamic content, and interactive engagement experiences across all digital touchpoints

Implementation Steps

1. Identify the customer journey to automate and map out trigger events and decision points
2. Create the automation flow in the visual builder with appropriate triggers and conditions
3. Configure channel actions (email templates, push content, SMS messages) with personalization
4. Add wait nodes, conditional branches, and frequency capping rules
5. Test the flow with a small segment before full deployment
6. Monitor flow performance and optimize based on drop-off analysis

Technology Explanation

Synerise Automation runs on an event-driven architecture that processes millions of trigger evaluations per second. Flows are compiled into an optimized execution graph, with each node evaluated independently for horizontal scalability. The engine guarantees exactly-once delivery semantics and supports complex temporal conditions (e.g., 'if no purchase within 48 hours of last email').

Platform Components

Decision Hub — Decision Hub for data-driven business decisions, analytics dashboards, and real-time performance monitoring
Automation Hub — Automation Hub for building event-driven workflows, multi-step customer journeys, and triggered actions that run 24/7 without manual intervention
Experience Hub — Experience Hub for crafting personalized customer journeys, dynamic content, and interactive engagement experiences across all digital touchpoints

Channels

mobile application — mobile app experiences including in-app messaging, push notifications, and native UI personalization
mobile push — mobile push notifications with personalized content, deep links, and delivery optimization

Target Industries

Books
Cosmetics
Electronics
Fashion & Apparel
FMCG
Home & Furniture
Jewelry
Retail
Multi
Travel

Functionality Used

Aggregates
Automation — orchestrating complex, multi-step customer journeys using Synerise Automation Flows that trigger actions based on events, conditions, and time-based rules across all channels
Dynamic content — using Synerise Dynamic Content to create and deliver interactive, context-aware content experiences that adapt in real time based on customer data and behavior
Expressions
Landing page — creating targeted landing pages with personalized content, product listings, and conversion-optimized layouts using Synerise's Dynamic Content and recommendation capabilities
Mobile push
Mobile
New customers — acquiring and onboarding new customers through targeted campaigns, welcome journeys, and first-purchase incentives powered by Synerise's platform capabilities
Segmentation — creating precise customer segments using Synerise's real-time segmentation engine that combines behavioral, transactional, and demographic data for targeted marketing

Implementation Complexity

Advanced — This is an advanced use case requiring significant technical expertise and detailed configuration.

Time to Value

4-8 weeks

Documentation

https://help.synerise.com/docs/use-cases/dynamic-nps/

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