Net Promoter Score (NPS) surveys are a key tool for measuring customer satisfaction and engagement. By asking customers how likely they are to recommend your product or service to others, you can get valuable insights into their level of satisfaction.
NPS surveys are typically short and easy to administer, making them ideal for collecting feedback on a regular basis. In this article, we’ll show you how to create an NPS survey that will help you gather actionable insights from your customers.
Creating an NPS Survey:
There are a few key elements that all successful NPS surveys share. Follow these best practices when creating your own survey:
- Keep it short and sweet: The best NPS surveys are short and to the point. Ask one question, and make it as concise as possible.
- Use the right scale: NPS surveys use a 0-10 scale, with 0 being the least likely to recommend and 10 being the most likely to recommend.
- Ask an open-ended follow-up question: After asking customers their NPS score, ask them an open-ended question about why they gave that score. This will help you gather qualitative feedback that can be just as valuable as the NPS score itself.
- Make it easy to respond: Include a link to your NPS survey in all customer communications, and make it easy for customers to submit their responses.
- Analyze and act on the results: NPS surveys are useless if you don’t do anything with the results. Use the feedback you collect to improve your product or service, and make sure you’re constantly striving to increase your NPS score.
By following these best practices, you can create an NPS survey that will help you gather valuable insights from your customers.
How to Use NPS Surveys:
NPS surveys can be used in a number of ways, including:
- As a customer satisfaction metric: NPS surveys are an effective way to measure customer satisfaction. By asking customers how likely they are to recommend your product or service to others, you can get a good sense of their level of satisfaction.
- To identify unhappy customers: NPS surveys can also help you identify unhappy customers. If you see a lot of low scores, it’s a good indication that something is wrong and that you need to take action.
- To gather feedback: In addition to measuring satisfaction, NPS surveys can also be used to gather feedback from customers. By asking an open-ended question after the NPS question, you can collect valuable insights that can help you improve your product or service.
- To improve customer retention: NPS surveys can also help you improve customer retention. By keeping track of your NPS score over time, you can see if your retention efforts are having a positive impact.
- To increase referrals: NPS surveys can also help you increase referrals. If you have a high NPS score, it’s likely that your customers will be willing to recommend you to others.
By taking advantage of these uses, you can use NPS surveys to improve your business in a number of ways.
NPS Survey Tips:
If you’re considering using NPS surveys for your business, there are a few things you should keep in mind:
- Make sure you’re using the right questions: The NPS question (“How likely are you to recommend our product or service to a friend or colleague?”) is just one part of the survey. You also need to ask an open-ended question that will allow you to gather feedback from customers.
- Keep your surveys short: Customers are more likely to complete a short survey than a long one. Try to keep your surveys to 10 questions or less.
- Offer an incentive: Customers are more likely to complete a survey if they’re offered an incentive, such as a discount or free shipping.
- Make it easy to respond: Customers should be able to easily respond to your survey, without having to login or create an account.
- Follow up: After you’ve collected survey responses, be sure to follow up with customers. If you see a lot of low scores, reach out to those customers and see what you can do to improve their experience.
By following these tips, you can ensure that your NPS surveys are effective and that you’re able to get the most out of them.
NPS surveys are a powerful tool that can be used to improve your business in a number of ways. By taking advantage of their benefits, you can use them to increase customer satisfaction, identify unhappy customers, gather feedback, improve customer retention, and increase referrals. By following the tips above, you can ensure that your NPS surveys are effective and that you’re able to get the most out of them.