How to Automate Monitoring NPS Results and Tagging Users with n8n

Monitoring Net Promoter Score (NPS) results is crucial for any product team aiming to improve customer satisfaction and retention. 📈 Automating this process ensures that valuable insights are captured in real time, enabling prompt action and personalized follow-ups. In this article, you will learn how to automate monitoring NPS results and tagging users with n8n, a powerful open-source workflow automation tool.

We’ll walk through a practical, step-by-step guide tailored for product departments integrating services like Gmail, Google Sheets, Slack, and HubSpot. By the end, you’ll understand the end-to-end automation workflow—from capturing NPS survey responses to tagging users and notifying your team effectively.

Why Automate Monitoring NPS Results and User Tagging?

Manual monitoring of NPS surveys can be time-consuming and error-prone. Automating this process benefits businesses by:

• Saving time: Automatically processing survey data reduces manual labor.
• Improving response speed: Instant alerts enable timely customer follow-up.
• Personalizing user engagement: Tagging users based on scores allows targeted communication through CRM tools like HubSpot.
• Enhancing data accuracy: Automated workflows minimize human errors.

This workflow is ideal for startup CTOs, automation engineers, and operations specialists who manage customer feedback systems.

Tools and Services Integrated in This Automation Workflow

Key tools we will integrate in the workflow:

• n8n: Workflow automation platform to build custom automations.
• Google Sheets: Storage and management of NPS survey data.
• Slack: Real-time notification channel for NPS alerts.
• HubSpot: CRM tool for tagging users based on NPS responses.
• Gmail: Sending personalized follow-up emails.

This combination allows seamless data flow from response capture to team communication and customer interaction.

Building the Automation Workflow with n8n

Step 1: Triggering Workflow on New NPS Submissions

The first step is to detect new NPS responses. Assuming NPS responses are collected in a Google Sheet, use n8n’s Google Sheets node as a trigger.

• Node: Google Sheets Trigger
• Configuration:
  • Select the spreadsheet and worksheet where NPS data is stored.
  • Set the trigger for New or Updated Rows, polling every 5 minutes.
• Notes: Webhook triggers can be configured if your NPS platform supports sending data directly.

Example Google Sheets Node expression for spreadsheet ID and worksheet name:

{
  "spreadsheetId": "your_spreadsheet_id_here",
  "sheetName": "NPS Responses"
}

Step 2: Parsing and Validating NPS Scores

Validate that the incoming data contains valid NPS scores (0–10) and associated user info such as email, name, and response date.

• Node: Function Node for validation.
• Sample code:

  return items.filter(item => {
    const score = parseInt(item.json.nps_score, 10);
    return score >= 0 && score <= 10 && item.json.email;
  });
  

Step 3: Tagging Users in HubSpot Based on NPS Score

Assign tags to users in HubSpot CRM depending on their NPS score bracket:

• Promoters (9–10): Add "Promoter" tag
• Passives (7–8): Add "Passive" tag
• Detractors (0–6): Add "Detractor" tag

Use HubSpot's API node in n8n to update contact properties or add contact lists.

• Node: HTTP Request or HubSpot node
• Method: POST or PATCH
• Endpoint: /crm/v3/objects/contacts/{contactId} with property update
• Authentication: OAuth2 with proper HubSpot API scopes (contacts.write)

Example workflow for tagging:

• Use a Switch node to check NPS score range.
• Depending on branch, execute HubSpot contact update.

Step 4: Recording the Processed Results in Google Sheets

To maintain an audit log, update a Google Sheet with processed user tags and timestamps.

• Node: Google Sheets node
• Operation: Append row with user email, NPS score, tag, and processed timestamp.

Step 5: Sending Alerts and Follow-Ups via Slack and Gmail

Notify your product team via Slack whenever a detractor submits a response for immediate action.

• Node: Slack node
• Message: Include user's name, email, score, and comment.

Additionally, send tailored follow-up emails based on user tags.

• Node: Gmail node
• Email template: Personalized message encouraging feedback or thanking promoters.

Detailed Breakdown of Each Node in the Workflow

Google Sheets Trigger Node

• Spreadsheet ID: Your NPS survey response sheet ID
• Sheet Name: Sheet where responses are collected
• Trigger: Poll for new or updated rows every 300 seconds

Function Node: Data Validation

Code snippet to filter invalid data:

return items.filter(item => {
  const score = parseInt(item.json.nps_score, 10);
  return score >= 0 && score <= 10 && !!item.json.email;
});

Switch Node: Branch by NPS Service Level

• Condition 1: Score >= 9 (Promoters)
• Condition 2: Score >= 7 and < 9 (Passives)
• Condition 3: Score < 7 (Detractors)

HubSpot Node: Tag User

• Resource: Contacts
• Operation: Update Contact
• Contact Email: Mapped from trigger data
• Properties: Custom property for NPS Tag (e.g., "Promoter")
• Authentication: OAuth2 with contacts.write scope

Google Sheets Node: Append Log Entry

• Operation: Append row
• Data: Email, Score, Tag, Timestamp

Slack Node: Send Alert

• Channel: #product-feedback
• Message: User info and detractor flag

Gmail Node: Send Follow-up Email

• To: User's email
• Subject: Tailored based on tag
• Body: Dynamic content using expressions

Common Errors and Robustness Strategies

• Retry policy: Configure exponential backoff in HTTP/HubSpot nodes for rate limiting.
• Error handling: Use error trigger node to log errors and send admin notifications.
• Idempotency: Check if user has already been tagged to avoid duplicate updates.
• Data validation: Validate emails and scores before API calls to prevent rejections.

Security Considerations 🔐

• API keys and tokens: Store in n8n credentials securely. Limit scopes to minimum required.
• PII: Encrypt sensitive user data at rest if stored and avoid logging emails openly in system logs.
• Access control: Restrict n8n workflow editing permissions to trusted team members.

Scaling and Performance Tips

• Webhooks vs Polling: Use webhooks to receive NPS submissions instantly if your survey tool supports it. Polling is simpler but introduces latency and API usage.
• Concurrency: Set n8n’s concurrency limits based on API rate limits (HubSpot allows ~100,000 requests/day, Gmail ~100 users/day).
• Modularization: Separate workflow parts (validation, tagging, notifications) into subworkflows for maintainability.
• Versioning: Keep copies of stable workflows in version control or n8n to track changes.

For detailed automation templates and reusable workflows, Explore the Automation Template Marketplace to jumpstart your projects.

Testing and Monitoring the Automation Workflow

• Sandbox data: Use test Google Sheets and HubSpot contacts during development.
• Run history: Leverage n8n’s execution logs to verify successful triggers and node outputs.
• Alerts: Set up Slack or email alerts for workflow failures for rapid response.

Comparison Tables

Automation Tool	Cost	Pros	Cons
n8n	Free (Open Source) or paid cloud plans starting $20/month	Highly customizable, open-source, self-hosting options, extensive APIs	Steeper learning curve, setup required for self-hosting
Make (Integromat)	Free tier + paid plans from $9/month	Visual scenario builder, large app ecosystem	Limited customization for complex logic compared to n8n
Zapier	Free tier limited to 5 Zaps, paid plans from $19.99/month	User-friendly, large number of integrations, quick setup	Less flexible for advanced workflows, higher costs at scale

Trigger Method	Latency	API Usage	Pros	Cons
Webhook	Near Real-Time	Low (only on event)	Instant data reception	Requires external system support
Polling	5+ minutes (depends on interval)	High (every poll triggers API calls)	Simple to implement	Latency and API cost

Data Storage	Cost	Pros	Cons
Google Sheets	Free (limits apply)	Easy setup, real-time collaboration	Not ideal for high volume, limited querying capabilities
Relational Database (e.g., PostgreSQL)	Variable - hosting costs apply	Scalable, advanced queries, strong data integrity	Requires maintenance and technical setup

Frequently Asked Questions (FAQ)

Ready to implement efficient automation for your product team? Create Your Free RestFlow Account and start building workflows today.

Conclusion

Automating monitoring NPS results and tagging users with n8n empowers your product department to transform raw customer feedback into actionable intelligence. By integrating tools like Google Sheets, HubSpot, Slack, and Gmail within a robust n8n workflow, teams can deliver personalized follow-ups, streamline operations, and enhance user engagement.

This workflow reduces manual effort, enhances accuracy, and provides real-time insights critical to improving customer satisfaction. To accelerate your build, consider tapping into pre-built workflow templates that can be customized to your unique needs.

Take the next step: automate your NPS process now and drive meaningful product improvements.