Updating NPS Response Across Multiple Survey Triggers | Experience Community
Skip to main content
Question

Updating NPS Response Across Multiple Survey Triggers

  • April 6, 2026
  • 5 replies
  • 48 views
N
QPN Level 2 ●●
Forum|alt.badge.img+8

Hello Everyone,

I am trying to create a workflow in which I can trigger a single survey twice on the basis of different triggers.

Here's the workflow that I need:

Trigger survey  to send out.
Survey 1 gets answered, i.e., respondent selects Detractor for his NPS response.
Now again, same survey gets triggered for the same respondent in the second instance.
Respondent gives NPS response other than his previous one, i.e., he becomes a Promoter.
Now, I want the response of the second instance to overwrite the previous response.
However, if respondent skips responding in the second instance, previous response remains final.
So, basically if respondent gives new response, update the response else use the previously saved one.
Can anyone suggest how I can do that using Qualtrics

Thanks in advance.

5 replies

J
Level 4 ●●●●
  • jbk
  • Level 4 ●●●●
  • April 6, 2026

Where you want the data saved?

kgillis
Level 6 ●●●●●●
Forum|alt.badge.img+31
  • kgillis
  • Level 6 ●●●●●●
  • April 6, 2026

Are you sending the “second survey” as a retake link or an entirely new survey?

KG
N
QPN Level 2 ●●
Forum|alt.badge.img+8
  • Nikeeta
  • Author
  • QPN Level 2 ●●
  • April 6, 2026

When contacts are created in the Qualtrics XM Directory, we are creating a ticket and triggering a survey.

If a response is received for the survey, the ticket should be closed and then the same survey needs to be triggered again for a second time.

Mishraji
Level 4 ●●●●
Forum|alt.badge.img+18
  • Mishraji
  • Level 4 ●●●●
  • April 9, 2026

Hi Nikeeta,

I believe you have already figured out how to close the ticket (if not, here is how you would do this - when you initially create the ticket, you can update the ticket ID as an embedded data field in the directory and pass it on the survey. Now when the respondent completes the survey, you can close the ticket using this ticket key)

For the second trigger, it would be ideal to use a survey retake link in the email trigger so that it overwrites the initial response if answered. 

Hope that helps.

A
Level 2 ●●
Forum|alt.badge.img+5
  • Anushree R
  • Level 2 ●●
  • April 10, 2026

Hi Nikeeta,

After importing the contact into the directory and creating a ticket, append the ticket ID to the survey URL or add the ticket ID to the XM Directory as embedded data (ticketId). Once this is done, distribute the survey. Add the embedded data field (ticketId) in the survey flow to capture the ticket associate that response.

After receiving the response for 1st survey, follow below 2 steps:

  1. Since the retake link generation needs to be automated to resend the invite immediately after the survey is completed, follow the steps outlined here to create a retake link and email it to the respondent. In your case, the retake link must include &Q_R_DEL=1 so that the previous response is replaced with the new one.
  1. Use the Update Ticket task in the workflow to automate ticket closure.

Please note that unless the respondent completes the survey using this retake link, the previous response will not be deleted.

Terms & ConditionsAccessibility statement