Good NPS tools offer you a large selection of communications channels and integrations. You include the NPS surveys in your customer journeys in a way that is convenient for your customers. So, you can yield better results.
Thanks to these integrations, you can not only enjoy increased response rates and bigger data sample sizes but also streamline survey data handling:
The integration with Slack, for example, allows your customer experience-related teams to deal with survey responses as they flow in. So, they can quickly resolve urgent problems or act on opportunities that arise.
Other popular integrations with good collaboration tools are Google Sheets, Monday, or Airtable. They facilitate exporting and sharing survey responses and make feedback handling an integral part of your team’s workflow.
Real-time and advanced reports let you learn more
With a proper tool, you can check the real-time performance of your survey at any time. It lets you take the necessary actions if there’s need to improve your click-through rate.
In the case of Survicate, the tool also analyzes the survey responses and shows you repeating patterns. It's a cost saver as it lets your team save a lot of working hours they’d need to spend on analyzing the results.
Moreover, advanced reports in dedicated feedback collection tools enable you to analyze the survey from different angles:
After filtering survey responses according to custom attributes (i.e., a survey answer, the size of an organization, a department, or a job title), you can uncover unexpected patterns and understand better what a given customer segment makes of your product or service.
2. Decide on the Target Group of the NPS Campaign
Now that you’ve chosen the survey software that best suits your needs, it’s time to roll up your sleeves and prepare the net promoter score campaign.
Start with choosing your target group and the right sample size:
The NPS campaign target group
The target audience will be limited by the goal of the survey, customer maturity and the last time you surveyed your customer base.
As to customer maturity -there’s no use in bothering new customers who have not yet familiarized themselves with your brand.
The goal of the campaign
When setting the goal of your NPS campaign, determine if you’re looking to find the overall NPS score across the entire user base or you’re interested in a given customer segment.
As far as the frequency is concerned - the only hard and fast rule here is that you don’t want to spam. A good practice is to survey a customer not more often than every 90 days. But at the end of the day, everything depends on your business type and the market you serve.
The sample size
Speaking of the sample size: A large sample gives you a more reliable result.
Assuming that an acceptable error margin is 10%, you need 250 survey responses to stay within the margin. With an average NPS surveys response rate of 15% - 30%, you’re looking to send your NPS survey to about 850 - 1,700 customers:
If you don’t have enough customers, account for a higher error margin. And, if in doubt, run additional tests before making new costly implementations.
Kick start your survey creation with an NPS survey template that you tweak to fit your needs. You can edit the net promoter question to adjust it to your brand’s tone of voice or the type of services or products you offer.
Add different types of questions - be it close- or open-ended ones. Use skip logic to make them appear logically, depending on how respondents answer.
3. Customize your survey
If needed, change the color palette and the background image. Add your company logo to enhance branding.
4. Adjust the survey settings to suit your needs
Enable or disable a progress bar, remove branding and add your company logo. If you’re going to send the survey by email, enable “Email answers confirmation” to filter the real survey responses from security robots.
5. Configure the survey
Decide whether you want the NPS responses to be anonymous or you need to identify the survey respondents. If the latter, choose the CRM you’re going to use to access the information on your customers.
When configuring a survey, you can also decide how long you want the survey to run.
And you can limit the number of responses, which is useful if you have a large customer base. If you don’t need to send the survey to all customers to have a sufficient sample size, don't.
Set limits and send a survey to only a fraction of your customer base. This way, you’ll be able to get in touch with the remaining customers with a different survey sooner - without having to wait the minimum 90 days
6. Add integrations
Next, select the integrations you will need to deliver the survey and handle its results:
In the case of Survicate, you can also go for the Feedback Hub. The tool lets your aggregate all the customer feedback data from your communication channels, create transcriptions of the audio feedback, analyze and prioritize the feedback you collect.
Consider your user persona and the user journey map to choose the moments of truth that are most vital to your service. For example, sending in-product surveys works well when you measure NPS for SaaS. You also want to send the NPS survey when the interaction with it'll be least intrusive for your customers.
If you haven't researched your persona yet, we recommend using the following Buyer Persona Survey Template. Feel free to customize it the way you need
The process is even more straightforward if you run your NPS campaign with Survicate, as the tool tells you the final score.
But, what makes a good NPS score?
In an absolute sense, an NPS score from 0-30 is considered a good one. Such an NPS means promoters of your brand outnumber passives and detractors, even if by a fraction only.
Companies that invest heavily in improving a customer's experience can expect NPS scores between 50 and 70. Apple, for example - the top-of-the-mind successful brand customers love - used to have an NPS score of 72 (before it dropped to the current 47).
Does an absolute NPS matter?
Should you juxtapose your company's NPS with an absolute net promoter score (one that is considered good regardless of an industry)?
Opinions vary. Some experts claim that comparing your net promoter score to the one of the brands outside your industry makes little sense. An NPS score depends on various factors. So, what is considered a good Net Promoter Score score will vary, depending on a sector.
Rob Marey, who co-developed the concept of NPS claims that looking at the so called absolute NPS score is like comparing apples and oranges. He suggests assessing your NPS scores against your direct competitors' results.
According to our NPS research, benchmarks differ across industries. Take a look at some of them:
As you can see, net promoter averages vary. Healthcare is leading the pack. Retail, with a score of 48, is close behind. While construction and engineering are sitting at the very bottom of the list.
What can you infer from that?
The most apparent difference between retail and engineering is cost and risk. The transactions in the retail industry usually entail lower costs and much lesser risk. Higher costs mean higher prices that set up greater expectations, which are easier to let down. Big risk, in turn, provokes stress. When the risk and cost factors rise, so does the potentiality for dissatisfaction and unwillingness to recommend.
In healthcare, high net promoter scores may be linked to the relief people feel after being cured or the amount of attention they've received.
Those are important considerations. They may help you to find out what aspects of your service are most likely to affect customer satisfaction and the NPS score.
6. Set Up Notifications to React to Feedback Quickly
Best practices say it's best to respond to feedback within the first 24 hours. Without dedicated feedback software, it's virtually impossible to send personalized responses within such a time frame.
Software like Survicate, with its integrations, helps you automate the process. It offers notifications so that your team gets informed whenever a new piece of feedback appears.
By setting them, your team we'll be able to act quickly on negative feedback - to alleviate the pain and prevent the escalation of the problem. They'll also be able to seize the opportunity positive feedback brings. More on this - later on in the article.
So, should you get in touch with every single person who completes an NPS survey? Ideally, yes. How to do it calls for a separate article, so let us focus on reacting to NPS detractors and promoters here. The feedback from them should be your priority.
Respond to detractors' negative feedback to reduce churn
No one likes customer complaints. Yet, the input from detractors can be valuable feedback that speeds up the improvement of processes.
If your overall NPS score is low, dealing with detractors should be your priority.
As soon as a poor NPS comes in, make it a goal to contact the customers who gave you a low rating and find the precise reasons for their low score. If it can be addressed, take care of it immediately.
Not all the issues detractors raise can be resolved on the spot. As you prioritize NPS improvements, you may decide that some feedback you have to ignore.
Still, responding to feedback quickly and showing that you appreciate how customers feel can make a positive impact right away.
Leverage promoters in referral marketing to speed company's growth
Your happiest customers are your best brand promoters. So, if someone is ecstatic about the services you provide, seize the opportunity and act.
If a particular customer gives you a high NPS score, express your gratitude. Show that you appreciate having them as clients.
You may also tactfully point at other aspects of your offer they might be interested in. Show them that you solve even other problems that they have. Offering them a discount would be an excellent way to express thanks and foster their loyalty.
Finally, consider asking promoters to leave a review on your platform of choice. It's important. Customers trust online reviews as much as opinions from family or friends. So, personal recommendation is a powerful growth driver.
Happy customers rarely leave positive reviews on their own. That is why - seize the opportunity of interacting with them and ask them to actually recommend.
As you can see, a successful NPS campaign isn’t all that complex. All it takes is a proper process and, most importantly, the right NPS survey software. We recommend Survicate for everything we've named:
Its ease of use
Notifications that enable acting quick
If interested, sign up for free and give the tool a try. Check out all our other tempaltes, like the Customer Satisfaction Score survey. Empower your customer success managers to effectively measure customer loyalty today.
NET PROMOTER, NPS, AND THE NPS-RELATED EMOTICONS ARE REGISTERED U.S. TRADEMARKS, AND NET PROMOTER SCORE AND NET PROMOTER SYSTEM ARE SERVICE MARKS, OF BAIN & COMPANY, INC., SATMETRIX SYSTEMS, INC. AND FRED REICHHELD.