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

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48 Comments

  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    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
    Zendesk team member

    Thanks for going the extra mile on this, Jacob!

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  • 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. 😊

    1
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    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

    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

    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

    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
    Community Moderator

    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
    Zendesk team member

    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

    Can NPS forms contain multiple questions?

     

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  • Graeme Carmichael
    Community Moderator

    Abhash

    Sorry, but NPS surveys can only contain one question.

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  • Braiden Woodward

    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
    Zendesk Community Team

    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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  • Heather Rommel
    Community Moderator

    Hi! I'm wondering if the permissions will be revisited at any point? We'd love to be able to designate who can and who cannot access the dashboard without giving administrator access....

    Thanks!

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Heather - 

    There are not currently plans to revisit permissions on NPS reports. 

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  • Heather Rommel
    Community Moderator

    If we have, say 40,000 customers that we want to send an nps survey to, we load 10,000. Then we can invite another 10,000? Is that correct?

    The language is hard to determine whether it's a stop at 10,000 altogether or is it 10,000 at a time with no max per survey?

    Thanks for your insights.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Heather,

    When creating the survey you'll be limited to 10,000 users. However, after it's been sent you'll be able to invite more afterwards. So for example, if you'd like to invite 40,000 customers then you'd need to send out 4 separate invitations due to the 10,000 user limit per invitation.

    Hope this clears up any confusion!

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  • Jahn Jerenz Bronilla

    Hello Team,

    I am doing the reporting on our team and noticed that explore does not give us the below attributes for Net Promoter Score:

    Advocate, Passive, and Detractor.

    Is there a way we can add this in explore reporting as currently we are manually doing formula in excel to get this hence a hindrace in creating a dashboard.

    Thanks!

     

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