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

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4 comments

  • Avatar
    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.

  • Avatar
    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 :)

  • Avatar
    Andrei Kamarouski

    Hi all!

    At BackleApp we are developing applications for Zendesk. We have noticed that many Zendesk users still need more flexibility in NPS® surveys.

    Therefore we are investigating a way to make NPS® surveys even more flexible and powerful based on the official NPS API.

    We'd love to know more about your use cases and needs. Please fill out this short questionnaire (it's designed in Google Forms and adapted for mobile devices).

    https://goo.gl/forms/diXmrhWDkbiBBhf63

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