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eNPS Troubleshooting

Solutions to common issues with eNPS survey delivery, results, and configuration.

Survey delivery​

Employees are not receiving the survey in Slack​

Most likely causes:

  • The survey cycle has not been activated yet — surveys must be manually activated by an admin.
  • The employee is currently in an active probation review and has an outstanding Self-Review or Acknowledgement to complete.
  • The employee's Slack account is not connected to their Branco profile.

Steps to check:

  1. Go to Company Settings → eNPS and confirm a cycle is active.
  2. Check the employee's status in Formal Reviews — if they are in probation, they must complete their Self-Review or Acknowledge their Manager Review before they will receive any new prompts from Branco, including eNPS surveys.
  3. Confirm the employee has a connected Slack account in User Management.

An employee did not receive the reminder​

Reminders are sent 24 hours after the initial survey prompt, only if the employee has not yet responded.

  • If the employee responded (even partially) before the reminder window, no reminder is sent.
  • If the participation window has already closed, no further messages are sent.

Check the employee's response status in the eNPS results panel to confirm whether a response was recorded.

Survey was activated but no one received it​

If the survey was activated but Slack messages were not delivered:

  1. Check your Slack bot connection in Company Settings → Integrations.
  2. Confirm the Branco Slack bot has not been removed from your Slack workspace.
tip

If your Slack integration was recently reinstalled or reauthorised, re-test delivery by activating a survey and checking one known active employee's Slack.

Results​

Results are not showing after the survey closed​

Results are only displayed once the minimum response threshold has been met. If fewer responses were collected than the configured minimum, results will not be shown for that cycle.

Steps to check:

  1. Go to Company Settings → eNPS and note the current Minimum response threshold.
  2. Compare this against the participation count shown for the closed cycle.
  3. If the threshold was not met, you can lower the minimum for future cycles — but consider the anonymity implications before doing so.

The eNPS score seems unexpectedly low or high​

Before investigating, confirm:

  • The participation rate was sufficient — a low response count can skew results significantly.
  • The cycle window was long enough for most employees to respond.
  • No large team or department was accidentally excluded (e.g. sent to specific users instead of all active users)

If results look anomalous, review the qualitative follow-up comments for context. These often surface the reasons behind score movements.

Manager cannot see eNPS results​

Most likely cause: Manager can only see results from their team and only if the minimum threshold has been met.

note

Administrators always have access to results regardless of this setting.

Eligibility​

An employee responded but their response is not reflected in results​

If the participation window closed before the employee's response was recorded, it will not be included in that cycle's results.

Responses must be submitted before the window closes. There is no way to retroactively include a response after the window has ended.