[{"data":1,"prerenderedAt":587},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fturn-detractors-into-a-slack-alert":3,"content:blog:list:posts":416,"content:data_authors:list:rows":583},{"id":4,"title":5,"author":6,"body":7,"canonical":371,"category":372,"date":373,"description":374,"draft":375,"extension":376,"faq":377,"image":393,"imageAlt":394,"keyword":395,"locale":396,"meta":397,"navigation":398,"noindex":375,"og":371,"path":399,"readingTime":371,"seo":400,"sources":401,"stem":408,"tags":409,"updated":414,"video":371,"__hash__":415},"blog\u002Fblog\u002Fturn-detractors-into-a-slack-alert.md","Turn detractors into a Slack alert in ten minutes","farsad",{"type":8,"value":9,"toc":354},"minimark",[10,14,23,28,36,43,47,67,75,79,95,98,106,110,122,126,133,139,143,150,170,182,185,206,209,213,223,226,232,236,243,246,250,253,256,265,268,272,298,302,328,331,335,347,351],[11,12,13],"p",{},"To send detractors to Slack, connect Slack once in Settings, add an alert rule that matches the detractor bucket, pick a channel and press Send test. If your survey is already running, this takes about ten minutes.",[11,15,16,17,22],{},"Someone on your team should see an unhappy customer's answer, with the comment, the same day. It is one way to ",[18,19,21],"a",{"href":20},"\u002Fblog\u002Fcustomer-churn","spot customer churn risk early",".",[24,25,27],"h2",{"id":26},"why-the-speed-matters","Why the speed matters",[11,29,30,31,35],{},"A detractor answers 0 to 6 on the 0 to 10 question. ",[32,33],"cite-ref",{"n":34},"1"," Many have a reason you can fix, and most never tell you unless asked. Your survey was the one time they did.",[11,37,38,39,42],{},"Bain's article on assessing a Net Promoter system has a section on closing the loop and tracks how often companies call detractors within 48 hours. ",[32,40],{"n":41},"2"," You do not need a phone call for every answer. You do need to know the answer exists. An alert is a message in a channel your team already reads.",[24,44,46],{"id":45},"what-you-need","What you need",[48,49,50,54,57,60],"ul",{},[51,52,53],"li",{},"A Pulseri account with a running NPS campaign.",[51,55,56],{},"A Slack workspace where you can add apps.",[51,58,59],{},"A Pulseri role that can manage integrations, such as Administrator. Alert rules have their own permissions.",[51,61,62,63,22],{},"A Slack channel for the alerts, such as ",[64,65,66],"code",{},"#customer-alerts",[11,68,69,70,74],{},"Your plan limits how many alert rules you can create. The ",[18,71,73],{"href":72},"\u002Fpricing","pricing page"," shows each plan's limit. One rule is enough for this guide.",[24,76,78],{"id":77},"step-1-connect-slack-once","Step 1: Connect Slack, once",[11,80,81,82,86,87,90,91,94],{},"In Pulseri, open ",[83,84,85],"strong",{},"Settings",", then ",[83,88,89],{},"Integrations",". Find Slack, press ",[83,92,93],{},"Connect"," and approve Pulseri for your workspace.",[11,96,97],{},"You do this once. You do not paste a webhook address into each rule. Pulseri uses the connection to read the channel list and post messages.",[48,99,100,103],{},[51,101,102],{},"Pulseri can post to public channels without an invitation.",[51,104,105],{},"For a private channel, first add the Pulseri app to the channel in Slack. Until then the channel shows \"needs setup\" in the list.",[24,107,109],{"id":108},"step-2-open-alert-rules","Step 2: Open Alert rules",[11,111,112,113,86,115,118,119,22],{},"Open ",[83,114,85],{},[83,116,117],{},"Alert rules",". Press ",[83,120,121],{},"Add alert rule",[24,123,125],{"id":124},"step-3-name-the-rule-and-pick-the-campaign","Step 3: Name the rule and pick the campaign",[11,127,128,129,132],{},"In ",[83,130,131],{},"Name",", write something you will recognize in a list, such as \"Slack: NPS detractors\".",[11,134,128,135,138],{},[83,136,137],{},"Campaign",", choose your NPS campaign. Score and bucket rules need a specific campaign, because a 6 means different things on different scales. Leave it empty only for a rule that checks sentiment, which then applies to every campaign.",[24,140,142],{"id":141},"step-4-build-the-condition","Step 4: Build the condition",[11,144,145,146,149],{},"The ",[83,147,148],{},"Condition"," box is a small rule builder. You can check three things:",[48,151,152,158,164],{},[51,153,154,157],{},[83,155,156],{},"Bucket",", the group the score falls in: detractor, passive or promoter.",[51,159,160,163],{},[83,161,162],{},"Score",", the number itself.",[51,165,166,169],{},[83,167,168],{},"Sentiment",", positive, neutral or negative, based on the comment.",[11,171,172,173,175,176,175,179,22],{},"For this guide, choose ",[83,174,156],{},", ",[83,177,178],{},"is",[83,180,181],{},"Detractor",[11,183,184],{},"Combine conditions with \"all of\" or \"any of\". Three rules teams like:",[186,187,188,194,200],"ol",{},[51,189,190,193],{},[83,191,192],{},"Detractors only."," Bucket is Detractor.",[51,195,196,199],{},[83,197,198],{},"Very unhappy."," Score is 3 or lower. Use this when volume is high and you want only the worst answers.",[51,201,202,205],{},[83,203,204],{},"Unhappy and angry."," Bucket is Detractor, or sentiment is Negative. Use \"any of\" to catch a 7 with an angry comment.",[11,207,208],{},"Sentiment is filled in shortly after the answer arrives, so a sentiment alert can come slightly later than a score alert.",[24,210,212],{"id":211},"step-5-choose-slack-and-the-channel","Step 5: Choose Slack and the channel",[11,214,128,215,218,219,222],{},[83,216,217],{},"Channel",", choose ",[83,220,221],{},"Slack",". A second field lists your workspace's channels. Pick yours.",[11,224,225],{},"If the channel list does not load, you see an error with a way to retry. Pulseri does not guess a channel, which protects you from alerts that go nowhere.",[11,227,228,229,22],{},"Press ",[83,230,231],{},"Create",[24,233,235],{"id":234},"step-6-send-a-test","Step 6: Send a test",[11,237,238,239,242],{},"Find the rule in the list, open its menu and press ",[83,240,241],{},"Send test",". A test message arrives in your Slack channel within seconds.",[11,244,245],{},"Check that it arrived in the right channel, that you can read the score and the person, and that the link opens the campaign. If the test fails, the rule tells you why. The usual causes are a private channel the app has not joined and a deleted channel.",[24,247,249],{"id":248},"what-an-alert-looks-like","What an alert looks like",[11,251,252],{},"The Slack message shows the score, the campaign's metric, the person and, if they wrote one, the full comment. It links to the campaign page, where you see the answer in context.",[11,254,255],{},"A made-up example:",[257,258,259],"blockquote",{},[11,260,261,264],{},[83,262,263],{},"NPS: 3"," from Priya Nair, Brightleaf\n\"Setup took us two weeks and nobody answered my emails.\"",[11,266,267],{},"The comment is never cut short, so you do not need a second click to read the reason.",[24,269,271],{"id":270},"keep-the-channel-useful","Keep the channel useful",[48,273,274,280,286,292],{},[51,275,276,279],{},[83,277,278],{},"Start narrow."," Detractors with a comment are a better first rule than every answer.",[51,281,282,285],{},[83,283,284],{},"Name an owner."," A channel everyone watches can mean nobody acts. Pin a note such as \"Support lead replies within one working day\".",[51,287,288,291],{},[83,289,290],{},"Add a thank-you rule later."," A second rule for promoters lets the team say thank you. Use a different channel so the first stays quiet.",[51,293,294,297],{},[83,295,296],{},"Review each quarter."," Remove or tighten any alert nobody acts on.",[24,299,301],{"id":300},"how-pulseri-keeps-it-reliable","How Pulseri keeps it reliable",[48,303,304,310,316,322],{},[51,305,306,309],{},[83,307,308],{},"One alert per answer."," A rule alerts at most once for each answer, even if it matches twice.",[51,311,312,315],{},[83,313,314],{},"No flood on day one."," A new rule does not look at old answers.",[51,317,318,321],{},[83,319,320],{},"A delivery record."," Each rule keeps its recent deliveries and shows whether each one is pending, delivered or failed, with the number of attempts and the last error.",[51,323,324,327],{},[83,325,326],{},"Retries."," If Slack is busy or briefly down, Pulseri tries again, up to five attempts over about 20 minutes. If Slack rejects the message for good, for example because the channel was removed, the failure shows up right away.",[11,329,330],{},"One limit: if someone edits their answer in the 24 hours after sending it, the rule does not look at the new score.",[24,332,334],{"id":333},"other-places-to-send-it","Other places to send it",[11,336,337,338,342,343,22],{},"A rule can also post to Microsoft Teams, send an email to one address or call your own system with a signed message. The ",[18,339,341],{"href":340},"\u002Fproduct\u002Falerts-and-automations","alerts and automations page"," covers all four. If your detractors come from support tickets, pair this with the ",[18,344,346],{"href":345},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT guide",[24,348,350],{"id":349},"where-pulseri-fits","Where Pulseri fits",[11,352,353],{},"When a score is low, Pulseri tells the right channel while the customer still remembers the experience. Ten minutes of setup is a small price for never finding out a month late.",{"title":355,"searchDepth":356,"depth":356,"links":357},"",2,[358,359,360,361,362,363,364,365,366,367,368,369,370],{"id":26,"depth":356,"text":27},{"id":45,"depth":356,"text":46},{"id":77,"depth":356,"text":78},{"id":108,"depth":356,"text":109},{"id":124,"depth":356,"text":125},{"id":141,"depth":356,"text":142},{"id":211,"depth":356,"text":212},{"id":234,"depth":356,"text":235},{"id":248,"depth":356,"text":249},{"id":270,"depth":356,"text":271},{"id":300,"depth":356,"text":301},{"id":333,"depth":356,"text":334},{"id":349,"depth":356,"text":350},null,"Setup guides","2026-10-15","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",false,"md",[378,381,384,387,390],{"q":379,"a":380},"Who counts as a detractor?","Anyone who answers 0 to 6 on the 0 to 10 NPS question. Write the rule on the bucket, called detractor, or on the raw score.",{"q":382,"a":383},"Do I need to paste a Slack webhook link into every rule?","No. Connect Slack once in Settings. Each rule then picks a channel from a list.",{"q":385,"a":386},"Will the alert include what the customer wrote?","Yes. The message shows the score, the person and the full comment, if there is one, with a link to the campaign.",{"q":388,"a":389},"Will old answers trigger alerts when I create a rule?","No. A new rule checks only answers that arrive after you create it, so your channel does not flood on day one.",{"q":391,"a":392},"What if Slack is down when the alert is sent?","Pulseri tries again, up to five attempts over about 20 minutes. If it still fails, the rule shows the failure and the reason.","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card","NPS Slack alert","en",{},true,"\u002Fblog\u002Fturn-detractors-into-a-slack-alert",{"title":5,"description":374},[402,405],{"title":403,"url":404,"retrieved":373},"Net Promoter Score (Qualtrics)","https:\u002F\u002Fwww.qualtrics.com\u002Fexperience-management\u002Fcustomer\u002Fnet-promoter-score\u002F",{"title":406,"url":407,"retrieved":373},"Assessing your Net Promoter System (Bain & Company)","https:\u002F\u002Fbain.com\u002Finsights\u002Floyalty-insights-assessing-your-net-promoter-system","blog\u002Fturn-detractors-into-a-slack-alert",[410,411,412,413],"slack","alerts","nps","detractors","2026-11-05","j6lCntajWjH6u3Y5BquiyUpMS_yHWoaCuKK05TeiyuU",[417,428,439,448,457,466,474,482,489,497,505,515,522,533,542,544,555,566,575],{"path":20,"title":418,"description":419,"date":420,"updated":420,"category":421,"tags":422,"author":6,"image":425,"imageAlt":426,"readingMinutes":427},"Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[411,413,423,424],"feedback","scores","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":429,"title":430,"description":431,"date":420,"updated":420,"category":432,"tags":433,"author":6,"image":436,"imageAlt":437,"readingMinutes":438},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.","Scores and metrics",[412,434,435],"loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":440,"title":441,"description":442,"date":420,"updated":420,"category":421,"tags":443,"author":6,"image":445,"imageAlt":446,"readingMinutes":447},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[423,412,444],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":449,"title":450,"description":451,"date":420,"updated":420,"category":432,"tags":452,"author":6,"image":455,"imageAlt":456,"readingMinutes":438},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[453,424,435,454],"csat","calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":458,"title":459,"description":460,"date":420,"updated":420,"category":421,"tags":461,"author":6,"image":463,"imageAlt":464,"readingMinutes":465},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[462,453,423],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":467,"title":468,"description":469,"date":420,"updated":420,"category":421,"tags":470,"author":6,"image":472,"imageAlt":473,"readingMinutes":465},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[423,412,471],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":475,"title":476,"description":477,"date":478,"updated":478,"category":432,"tags":479,"author":6,"image":480,"imageAlt":481,"readingMinutes":438},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[453,454,424],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":483,"title":484,"description":485,"date":478,"updated":478,"category":421,"tags":486,"author":6,"image":487,"imageAlt":488,"readingMinutes":465},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[453,423],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":490,"title":491,"description":492,"date":493,"updated":493,"category":421,"tags":494,"author":6,"image":495,"imageAlt":496,"readingMinutes":427},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[462,423,412,453],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":498,"title":499,"description":500,"date":501,"updated":501,"category":432,"tags":502,"author":6,"image":503,"imageAlt":504,"readingMinutes":465},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[412,462,423],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":506,"title":507,"description":508,"date":501,"updated":501,"category":421,"tags":509,"author":6,"image":513,"imageAlt":514,"readingMinutes":465},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[510,511,512,471],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":516,"title":517,"description":518,"date":501,"updated":501,"category":432,"tags":519,"author":6,"image":520,"imageAlt":521,"readingMinutes":465},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[412,454,424],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":523,"title":524,"description":525,"date":501,"updated":501,"category":526,"tags":527,"author":6,"image":531,"imageAlt":532,"readingMinutes":465},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[528,529,530],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":345,"title":534,"description":535,"date":501,"updated":501,"category":372,"tags":536,"author":6,"image":540,"imageAlt":541,"readingMinutes":465},"Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.",[537,453,538,539],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":399,"title":5,"description":374,"date":501,"updated":420,"category":372,"tags":543,"author":6,"image":393,"imageAlt":394,"readingMinutes":465},[410,411,412,413],{"path":545,"title":546,"description":547,"date":501,"updated":501,"category":548,"tags":549,"author":6,"image":553,"imageAlt":554,"readingMinutes":465},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[550,551,552],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":556,"title":557,"description":558,"date":559,"updated":559,"category":421,"tags":560,"author":6,"image":563,"imageAlt":564,"readingMinutes":565},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[561,412,453,562],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":567,"title":568,"description":569,"date":559,"updated":559,"category":432,"tags":570,"author":6,"image":572,"imageAlt":573,"readingMinutes":574},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[412,453,571,435],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":576,"title":577,"description":578,"date":559,"updated":559,"category":432,"tags":579,"author":6,"image":581,"imageAlt":582,"readingMinutes":565},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[412,580,424],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[584],{"key":6,"name":585,"avatar":586},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076714]