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

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43 Comments

  • Jacob J Christensen
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    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.

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  • Jessie Schutz
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    Thanks for going the extra mile on this, Jacob!

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

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  • Jacob J Christensen
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    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.

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  • Annika Andersén
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    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! 

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  • Mike Blumberg
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    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

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  • Michele Thomas
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    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. 

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  • Graeme Carmichael
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    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.

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  • Gentry Geissler
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    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.

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  • Abhash Shrestha
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    Can NPS forms contain multiple questions?

     

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  • Graeme Carmichael
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    Abhash

    Sorry, but NPS surveys can only contain one question.

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  • Braiden Woodward
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    Is there a way we can add a greeting to the NPS email such as Hi Firstname? I have read that a greeting can increase the response rate significantly. 

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  • Brett - Community Manager
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    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!

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