How we identify and match respondents

Our system identifies respondents using the following criteria, whether they are added through an API, any integration, manual sendout through app.npstoday, or via an Excel upload:

Email and Phone Number: The system looks for an existing respondent with both the same email and phone number that was provided.

Example: Email and Phone Number

Provided email: [email protected]

Provided phone number: 12345678

The system will look for a single respondent with both an email value of [email protected] and a phone number value of 12345678

Example: Email and empty Phone Number

Provided email: [email protected]

Provided phone number: Empty

The system will look for a single respondent with both an email value of [email protected] and an empty phone number

Phone Number: If only a phone number is provided, the system will look for an existing respondent with the same phone number as the one provided, plus an email that matches the format "{phonenumber}@nps.today"

Example: Phone Number and empty Email

Provided email: Empty

Provided phone number: 12345678

The system will look for a single respondent with both an email value of [email protected] and a phone number value of 12345678

If a match is found, the respondent's details are updated with any provided values, including email and/or phone number. If no match is found, a new respondent is created with the details provided.