NPS Best Practices: The most effective way to send a Net Promoter Score℠ survey Follow

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6 comments

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    Chris

    I agree with Dawkins. Not just the NPS survey but the Satisfaction survey. It really should be customizable. You already proved you can make a data model that handles binary responses, and responses from 1-10. The question text on both surveys should be editable. Ideally you would be able to expand to at least 2-3 questions as well (non open-ended). This would increase the value of both surveys significantly for many companies.

    Needless to say putting all this in Insights so it can be sliced by issue, office, agent, and a host of other measures for analysis would be invaluable.

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    Pallavi Barnwal (Edited )

    In the article it is been assumed that you receive a 15% response rate in your NPS mails sent through Zendesk. Now we have 1%. How to improve that?

  • Avatar
    Seama Rezai

    @Pallavi,

    I would recommend to continue sending the surveys, but to also make sure to send them to all your customers so you are more likely to get responses. Really, it's up to your customers to fill them out, so if you give them the opportunity hopefully they will take it :)

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    Andrei Kamarouski (Edited )

    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.

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    James Green

    Nice series!

    I saw one little typo:

    "We recommend using one of the various randomizer tools available on the Interne."

  • Avatar
    Jennifer Rowe

    Oops! Thanks for letting us know, James. It's fixed now.

    And glad you like the series!

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