Creating and sending a Net Promoter Score℠ survey to measure customer loyalty

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43 Comments

  • Annika Andersén

    Thank you Jacob! I've learned so much reading everyone else's post. This place is a goldmine with the most helpful people. 😊

    2
  • Alex Mann

    Hi Zendesk,

    I want to make sure your NPS survey capabilities match my needs. I want to send all current customers an NPS survey right off the bat, first of all. Thereafter, every 90 days. Additionally, I would like to survey each new user 14 days after they purchase our product, and thereafter every 90 days. What is the most seamless way I can do this continuously as new users come on?

    1
  • Annika Andersén

    Hi Jacob. 

    Yes I would say that that explains it. 
    So I guess I can stop worry about our costumers getting to the login page, now that I know what it's about. 

    Thank you, once again! 

    1
  • Jacob J Christensen

    Hi Annika,

    Your quote appear to be from this article about using Customer Satisfaction (CSAT),it sounds like that's what you're interested in? CSAT surveys are used to measure the customer satisfaction in relation to a ticket the reviewer has had with you.

    CSAT surveys are usually sent out by email after a ticket has been solved, and there should be no requirement to be logged in to the HC in order to answer them.

    You should be able to test this by opening one of the rating links in a private/incognito window (where you will not be logged in):

    This article, however, is about NPS surveys, so if I've misunderstood you completely I'm sorry. I don't believe the NPS survey should require a login either, could you show by screenshot what you're seeing?

    Hope that helps you out!

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  • Alex Zlatkus

    Also one more question. The article below says that you can only send out an NPS survey to an individual every six months, but this newer article it says 90 days. I just want to confirm it is 90 days so I can plan for future campaigns. 

     

    https://support.zendesk.com/hc/en-us/articles/203759086-NPS-Best-Practices-The-most-effective-way-to-send-a-Net-Promoter-Score-survey

     

    Thanks!!

    0
  • Steven Yan

    Hi Angel, there's no way to currently do this in the product. As I responded to on this community post, we think it's a good idea but don't have any plans to make additional enhancements to NPS at this time.

    0
  • Nicole - Community Manager

    Thanks, Heather. I've alerted our documentation team to correct it. 

    0
  • Steven Yan

    Hi Will, we don't support data sync from Zendesk back to Salesforce natively, though this could be done via our API.

    We are also working on our new analytics platform, Explore, which will allow you to combine Zendesk data (including NPS results) with other external data sources, such as Salesforce.

    0
  • Will Foley

    Is the ability to integrate the NPS survey results into Salesforce in the roadmap? 

    It's nice to have NPS in Zendesk, however, it provides so much more value when it is combined with other user data.

    0
  • Andrei Kamarouski

    Hi all!

    We are stoked to inform you that the first version of our Loyalty Radar app is out and available for installation in your Zendesk as a private app. You can download it from this article. Before you proceed to the installation, we recommend to take a look at a couple of other articles that we created to guide you through the installation and setup processes.

    0
  • Mariliam

    Hi I was trying to find an answer for this: I sent an NPS by mistake to a list I imported as a CSV and closed it less than a minute after. Is there a way to recover from that to reuse the customer list? I keep getting the error that the users are not allowed to be sent the NPS again. The system is a little clunky. I would have loved to have a way to rename the campaign before taking this action. I didn't know this was going to be the result. 

    0
  • Jacob J Christensen

    Hi Annika,

    You're very welcome. Yes we have a great community with helpful people going on here  😎 

    It seems like this is expected behavior in some cases.
    For example:

    • The ticket is not solved when the attempt to rate is made - the ticket may have been re-opened or the invitation to rate was sent before the solving of the ticket.
    • The requester is an agent (or light-agent) - agents are not allowed to rate tickets, and there is feedback about this for the rater, but it requires that the agent is logged in to see it.

    Does it sound like either of those scenarios match what you're seeing?

    Thanks to Terry from the Tier 2 team for the above details.

    0
  • Annika Andersén

    Oh, Im so sorry I hade both of the articles up in tabs. Yes, it's the CSAT that are sent after solved tickets. I think it can have to do with the device the customer is using. It works in incognito for me but not for my other agents.  I have reacted on how few responses we´ve been geting. 

    Here comes screenshoots from the mail and the page that comes up after pressing the link .
    I could see the yellow branding on top for a second or two, showing that it links to the mobile view of our zendesk, so it's like its redercting directly to our zendeskdomain. 

     



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  • Brett - Community Manager

    Hi Braiden,

    I did some testing on my end and it doesn't look like there's a way to include the recipients first name in the intro of the survey. It may be worth looking into the Connect product we offer to see if that helps get you what you're looking for.

    You can request a demo of the product in the link I attached above :)

    Cheers!

    0
  • Justin Smith

    @Amann,

    We don't have any methods to automate the sending of NPS surveys, so if you're wanting to send those out every 90 days and 14 days after they purchase your product, those functions will need to be tracked and applied by you manually. You can use customer lists to see and group all users, or those who have been added to the account within a set time frame, but there isn't anything inherently available to see how long since they make a purchase with your product. You could add a tag to the customers once they buy the product and sort them into a customer list using that tag, but you'd need to remove the tag manually after the 14 day period is up.

    0
  • Graeme Carmichael

    Michele

    NPS requires a further paid add on. Best to contact support or your account manager if you are interested in this feature. If you believe you have already purchased the add on, you must be an administrator to use it.

    0
  • Steven Yan

    Jacob: we don't have plans to add multiple parallel NPS surveys to the existing NPS feature set within the Support product. After evaluating adoption of NPS, and also the targeted nature by which many of our customers would like to deliver their NPS surveys, we believe our Connect product, which is currently in early access, is the right home for NPS moving forward. We don't yet have a timeline for when this will happen.

    Dominique: We don't have any trigger-based capability that lets you notify yourself of when an NPS survey with score < 9 is detected.

    0
  • Steven Yan

    @David, I can't provide a timeline, but multiple parallel NPS surveys is in our plans for NPS. One thing to highlight is that if you're using our multibrand feature set, we probably won't initially release with full integration into brands, since the brand attribute only exists on tickets right now, not users, and you would not be able to segment your users by a brand.

    @Amann, to add to Justin's response, we do have an NPS API that you could use to automate NPS surveys through our system if you're able to integrate your system with our API. See our developer docs at https://developer.zendesk.com/rest_api/docs/nps-api/introduction for more information.

    0
  • Angel

    Is there a way to send the survey to customers who haven't responded rather than simply a reminder and them having to find the previous survey?

    0
  • Gentry Geissler

    Mike,

    Thank you for your question. Unfortunately report viewing is only available to administrators. You can export static reports, as you already mentioned. You can also try to export CSV and build your own report from that.

    0
  • James Green

    Hello,

    When uploading a CSV to define recipients, can I include extra fields (external_id, custom_fields.<field_key>, etc.) and have these user fields imported correctly?

    Or, should I import these users first through the bulk import user tool and then create the NPS recipient list?

    Thanks!

    0
  • Michele Thomas

    I am attempting to use the NPS to create a customer survey but I cannot find it. We have the professional. How do I find it and begin using it; the directions that are provided do not bring me to anything that says NPS. 

    0
  • Alex Zlatkus

    Steven,

    That's a good point! Nevertheless, it is still nice for the customers to get a more specific question rather than the generic questions. But yes, your question could be a nice workaround!

    Thanks!

    Alex

    0
  • Abhash Shrestha

    Can NPS forms contain multiple questions?

     

    0
  • Steven Yan

    Hi Alex, that's correct, the placeholders are only supported in the survey follow-up page and not in the subject. Moving forward, I agree this should be supported in the survey subject as well, but I can't offer a timeline for when this will be implemented.

    0
  • Mike Blumberg

    I would like to share access to our NPS reporting with some of our executives. Sending static reports isn't sufficient. How do I go about providing visibility to Light Agents / Full Agents?

     

    Thanks,

    Mike

    0
  • Jacob J Christensen

    Hi Steven,

    A while back you mentioned multiple parallel NPS surveys as a feature you were pursuing, what is the status on this?

    We operate multiple brands and being able to time NPS surveys serially seems to be the best way to go about it for comparable purposes, but it doesn't seem possible at the moment.

    0
  • Steven Yan

    Alex, we recommend six months for a canonical NPS survey as a best practice, but the product does offer more flexibility than this. We limit this in the system to every 90 days right now.

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  • Alex Zlatkus

    This survey is incredibly intuitive and provides great results. One enhancement that would be great is to have the Follow-up content based on what ranking the customer gave.

    i.e. if a customer clicks 10 he/she sees "Why do you love us"

    i.e. if a customer clicks 1 he/she sees "Why do you hate us"

    Could this be done sometime in the future/ should I post this somewhere else? 

    0
  • Jacob J Christensen

    Hi Annika,

    I'm seeing the same thing and it looks like a bug to me, I've opened a ticket with Zendesk about it. I'll be back when I learn more.

    0

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