Feeling fired up to start an NPS customer survey of your own? That’s great! Here are some best practices to keep in mind:
1. Keep it short and concise
We’re all on a tight schedule, these days! The more focused and straightforward the survey, the more likely that people will respond. Use simple words to phrase each question, and limit the number of questions (a general rule of thumb is anywhere between 3-5).
2. Use incentives
Completing customer satisfaction surveys requires a little extra thought and time, so make it worthwhile. Add an incentive, like free company merchandise, free delivery or a voucher to show how much you appreciate them and build customer loyalty.
3. Send reminders
If some people still haven’t participated, you can send a follow up email to augment your survey results as much as possible. Just don’t overdo it—one reminder email is plenty.
4. A/B test the email beforehand
A/B testing is where you test two versions of your email on a small sample of subscribers, before the ‘winning version’ (aka the one with the most open rates) will be sent out to the rest of your subscribers. This can increase your chances of sending out the best possible newsletter, and getting the highest possible open and response rates. Think especially about your subject line—what will entice people to open and engage with your NPS survey?
5. Make it easy to give feedback
If you want to know if people like your product, service or company, you should ask them. People like to know that their opinions matter and genuinely want to help. Make it easy for your customers to give feedback and always respond to them when they share their thoughts. Two-way communication is key.
6. Segment people according to their responses
Segmentation allows you to send a much more targeted follow-up after the survey. This will give them the chance to explain why they gave their particular survey responses, delivering a more personalized customer journey.
7. Keep an eye on the NPS trends
You’ll notice that some people will rate everything by 10, while others might have just had a recent good/bad customer experience with you, but they like your brand overall. Keep repeating the survey from time to time, and watch the trends that emerge.
8. Remember, happy customers = happy business!
Happy, loyal customers can help you grow your business if you say exactly what you expect them to do. In our case, our happy customers’ survey responses helped increase our rating on G2Crowd from 4.1 to 4.7. Now everyone is happy!