Post feedback scores to the product channel
Each response posts to #product-feedback with the score and the comment behind it, so verbatims get read rather than exported quarterly.
New submission on your feedback or NPS form
Send a channel message to the #product-feedback channel with the rating and comment
One-directional. A submission triggers the action — nothing is written back into your form.
Feedback that arrives as a quarterly export gets summarised before anyone reads a sentence of it. Posting each response into #product-feedback keeps the wording intact: the score on the first line, the customer's own explanation underneath, in the channel where product and support already argue about what to build next.
The value shows up in the threads. A low score gets a reply from someone who recognises the account, and the follow-up happens that afternoon instead of at the next review.
Setting it up
- 1
Publish your survey from the Net Promoter Score Survey template and send it from wherever you already ask — a post-purchase email, an in-app prompt, the end of a support thread.
- 2
In Zapier, set the New Submission trigger to that survey. Keep any other feedback form on its own Zap so scores and open suggestions do not mix in one channel.
- 3
Add the Microsoft Teams Send Channel Message action and select #product-feedback in the team where product and support both sit.
- 4
Open the message with the 0–10 score, so the channel can be skimmed by number alone before anyone reads a word.
- 5
Map "What's the main reason for your score?" into the body untouched. That verbatim is the point of the message, so do not squeeze it into the title.
- 6
Add "Which of our products or services did you use?" as a tag line under the comment, so a reader knows which part of the product is being described.
- 7
Use a Zapier path to @mention the support rota when the score is six or below, and let promoters post quietly.
- 8
Submit one low score and one high score as tests, confirm only the low one raises a mention, then turn the Zap on.
What maps where
Using the Net Promoter Score Survey as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Microsoft Teams |
|---|---|
| On a scale of 0–10, how likely are you to recommend us to a friend or colleague? | First line of the channel message, and the condition on the mention path |
| What's the main reason for your score? | Main body of the message, unedited |
| What could we do to improve your experience? | Second block of the body, when it has been answered |
| Which of our products or services did you use? | Tag line under the comment |
| Your Name | Attribution at the foot of the message |
| Email Address | Attribution line, for whoever follows up |
Variations worth knowing
Below a certain score a channel post is not enough. Add a second Microsoft Teams action that sends a chat message to the account owner for anything at six or under, so the follow-up has a name against it.
Route nines and tens to a separate channel your marketing team watches. Those are the responses worth asking for a testimonial, and they get overlooked among the complaints when everything shares one channel.
If something isn't arriving
Zapier compares the answer as it is stored. Convert the score with a Formatter step before the path, or write each condition to match the labels exactly rather than relying on a less-than comparison.
Respondents left Your Name blank, which they can do unless the question is required. Either make it required in the form editor, or give the Zapier field a default such as no name given so the message never trails off.
Frequently asked questions
Should we post every score or only the low ones?
Start with all of them. A channel that only ever shows complaints reads as a problem list and gets muted. Once the volume becomes uncomfortable, filter promoters out and keep the middle and low scores, where the reading time pays off.
Can we reply to the customer from the channel?
No. Teams receives the message and sends nothing back to formformform or to the respondent. Follow up from the email address in the message, or add an email action to the same Zap so the reply is part of the automation.
Is it safe to post customer comments in Teams?
The message reaches only the team that owns the channel. Comments can still carry personal detail, so keep #product-feedback in a private team and map only the fields the channel needs. The rest stays in the responses list.
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Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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