Majority of the organisations and companies ask the question, How and when to deploy the NPS survey? The answer is simple. The Value of NPS comes from how you use the NPS. There are a few steps that follow the NPS survey and it’s implementation.
Step 1, How to implement the NPS survey?
Simply by sending an email, asking the Questions or sharing a link to the NPS form ( which many a times is a turn off for the customers)
Step 2, How many customers to shortlist for the survey?
If for example you have 1000 users, you should shortlist 1/90th of the users every day for a 90 day period, sending around 11 surveys per day.
However, do keep in mind the users might not provide feedback for any new release or updates done after their purchase.
Step 3, Do i send the survey immediately after someone places an order?
For transactional business, depends on what you want to measure, customer loyalty for the shopping cart process? For product recommendations, wait for some time. Let the customer use the product.
Step 4 Do i send an NPS survey after every product?
Depends on what you want to measure. Loyalty for individual customers or Loyalty to your company in general.
Sending the survey within the quarter is fruitful. Has higher efficiency & effectiveness. Wait any longer and the company loses the benefit.
Follow up on an NPS survey is the most vital part of the survey. Lets not treat the customers as numbers regardless of how many surveys an organisation can get filled. At the end of the day, these surveys will prove to be the turning for any brand. Any product or service can build loyalty through customers if the right feedback is acquired and attained. This feedback is what will further produce opportunities for the brand to create updates and new releases, thus we now know the importance of feedback.
“Loyalty isn’t earned with a number. Loyalty is earned by creating authentic relationships with people post-survey”
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.