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

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14 Comments

  • Chris
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    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.

    1
  • Brad Rhees
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    I'm most interested in measuring NPS scores of different customer types and comparing them to each other. Specifically, I'm interested in knowing how the feedback of a customer who is in-trial differs from a customer who has been with us for 2-3 months, or a customer who has been with us for 6-months, or a customer who has been with us for over a year. 

    Do I need to launch a different NPS campaign for each of these groups? If so, is there a good way for me to compare the data? 

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  • Pallavi Barnwal
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    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?

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  • Seama Rezai
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    @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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  • Brad Rhees
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    Thank you, Dan. 
     
    Is there a recommended time for how long each NSP survey should last? Because if I've got 5 different groups to measure, I'm worried that enough time will pass from the first survey to the last survey that other factors will impact the scores (bug changes, new feature rollouts, etc.) and i won't be a very accurate comparison. 

    I would really like to measure these responses by customer-type simultaneous to each other. 
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  • gilbert ponlot
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    Hi

    Regarding how often to survey customers you are mentioning: " Just be sure to only ask the same customer for their rating no more frequently than every six months."

    Could you provide more information on why 6 months? Has research been done on how often to survey business customers and why?

    Thanks

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  • Brett - Community Manager
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    Hey Jenny,

    According the above article, it's recommended to send a survey to a sample portion that can best represent your user base as a whole. Perhaps others with more experience with NPS can jump in here and offer up some advice for you :)

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  • Andrei Kamarouski
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    Hi all!

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  • Dan Kondzela
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    Thank you for your question, Brad.

    You are correct, you will need to construct a few unique NPS Surveys to capture the information you're looking for here. You can do so either by uploading a custom, external CSV File or using Customer Lists, should you have that particular function. (https://support.zendesk.com/hc/en-us/articles/203691146-Creating-and-using-customer-lists-Professional-Add-on-and-Enterprise-Add-on-)

    Once you close out these NPS surveys you will be able to compare past surveys by selecting a date range. Your options are described here (https://support.zendesk.com/hc/en-us/articles/203981113-Analyzing-your-Net-Promoter-Score-survey-results-Professional-Add-on-and-Enterprise-Add-on-#topic_n3y_5n4_mn).

    Thanks!

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  • Jenny Smithson
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    These articles are great, thank you. I’m trying to do an NPS survey for my company for the first time. Is best practice to survey as few or many people as needed to get a score with the desired confidence level or to survey as many people in your population as possible? My research expert is telling me as long as the confidence of the score is there via a representative sample there’s no need for send the survey to all users, ever. But I’m getting requests from executive team members to survey the whole userbase over the course of the year, to start tracking the trend of the score. Meaning if there’s 50k users, aim to survey 12500 quarterly in waves and look at at the trend.

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  • Brett - Community Manager
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    Hey Gilbert,

    I did a quick Google search and it looks like sending out the survey every 6 months or so is fairly standard so as to not overload your customers. Here's an example blog I was able to track down for you: How to Use Net Promoter Score® (NPS®) to Drive Growth

    Let me know if you have additional questions for me.

    Thanks!

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

    And glad you like the series!

    -1
  • James Green
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    Nice series!

    I saw one little typo:

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

    -1
  • Dan Kondzela
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    I can understand the desire there, Brad, unfortunately there is not a best time frame to suggest. It is dependent upon your own workflow's needs. If you are looking for relatively contemporaneous results I would recommend about a week's lifecycle for each of these, if you feel that would be long enough.

    -1

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