The moment it happens

Get an email when a customer scores you 6 or lower

You hear about each detractor right after they answer, with their comment, so you can follow up the same day.

Runs: The moment it happens
Apps: Qualtrics
AI: Not needed
Access: API permission

Send this to your assistant

Create a ClickRuntime automation: when my Qualtrics "Relationship NPS" survey gets a response scoring 0 to 6, email me the score, their comment and their email address.

Paste it into your assistant. It tells you what it will send or change before it runs live.

Add to ChatGPT Add to Claude

First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

A customer scores your product a 3 on an NPS survey and writes two angry sentences in the comment box. That response sits in Qualtrics until someone exports the data at the end of the month. By then the customer has already looked at competitors, and a ten-minute phone call that might have saved the account is no longer possible.

As soon as a survey response is recorded, ClickRuntime receives the event, fetches the full response from Qualtrics, reads the NPS question's score, and emails you if it is 6 or below. The email includes the score, the comment and the respondent details your survey collects. High scores pass through silently.

It fits customer success and support leads who own retention, and any business that sends relationship surveys after onboarding or renewal.

What you get out of it

Unhappy customers get a call this week
Detractors are the people most likely to leave and to tell others. Reaching one within hours, while the frustration is fresh, turns a silent churn risk into a conversation you can still win.
The comment arrives with the score
A 4 means little alone, but a 4 with the words about billing surprises tells the account manager exactly what to bring up. The email carries the free-text answer, so the follow-up starts informed instead of generic.
Nobody scans a spreadsheet for low scores
Filtering a Qualtrics export for scores under 7 is a monthly chore that always happens late. Low scores are pushed to you as they occur, so the filtering work disappears entirely.
Patterns appear earlier
Several detractors in a week all mentioning the same feature or delay is an early signal. Because each one reaches an inbox separately, product and support can see the cluster forming before the quarterly review does.
Accountability for follow-up becomes clear
An email in a shared mailbox or a named inbox has an owner. That makes it easy to confirm every detractor got a reply, which matters for teams measured on retention or on closing the loop with survey respondents.

How it works

What happens, step by step

When someone completes your Qualtrics survey, Qualtrics tells ClickRuntime straight away.
ClickRuntime fetches the response and checks the NPS score.
If the score is 6 or lower, you get an email with the score, their comment and their contact details, so you can follow up the same day.
Higher scores are left alone.

Before it runs live

Connect Qualtrics
Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens

Get an email when a customer scores you 6 or lowerjust nowSucceeded

Email · NPS detractor: 4/10Score: 4 Comment: Support took a week to answer my billing question. Email: ops@contoso.example

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Add an AI step, for example to summarize, sort or draft a reply
Add another app, for example also send it to Slack
Combine it with other Qualtrics steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

email_me_detractors_low_nps.pyexample

from clickruntime import on_event, credentials, http, notify

DATACENTER = "iad1"

def qx(method, path, **kw):
    resp = http.request(method, f"https://{DATACENTER}.qualtrics.com/API/v3/{path}",
                        headers={"X-API-TOKEN": credentials.secret("QUALTRICS_API_TOKEN")}, **kw)
    resp.raise_for_status()
    return resp

@on_event
def handle(event):
    payload = event.json or {}
    survey_id, response_id = payload.get("SurveyID"), payload.get("ResponseID")
    values = qx("GET", f"surveys/{survey_id}/responses/{response_id}").json()["result"]["values"]
    score = int(values.get("QID1", -1))
    if not 0 <= score <= 6:
        return {"detractor": False, "score": score}
    notify.email_me(f"NPS detractor: {score}/10",
                    f"Score: {score}\nComment: {values.get('QID2_TEXT') or '(none)'}\n"
                    f"Email: {values.get('recipientEmail') or 'unknown'}")
    return {"detractor": True, "score": score}

FAQ

Common questions

What counts as a detractor?

In standard NPS, scores from 0 to 6 are detractors, 7 and 8 are passives, and 9 and 10 are promoters. The alert uses 6 or below. If your survey scores differently, the cutoff can be set to match your own definition.

Does the survey need to collect an email address?

No, the alert works without one. If the survey records the respondent's email or name in embedded data or contact fields, it appears in the message so you can reach out. Anonymous surveys still alert with the score and comment.

How fast does the email arrive after someone submits?

The alert runs when Qualtrics sends the event for a completed response, so it typically arrives within a minute or two. Partial responses are not reported until they are recorded, which depends on your survey's settings.

What permissions does it need?

API permission. Nothing else in your accounts is used.

Does it need AI?

No. It runs without AI, so it doesn't use your plan's AI allowance.

How many runs does it use?

One run for each event the app sends.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

Every 15 minutes