How To Set Up and Use NPS Surveys with ScoreApp
Net Promoter Score surveys are a key tool to gauge how loyal customers are to your business and how satisfied they are with the service they’re getting.
Instead of focusing on a single interaction, an NPS survey tells you what people think about your brand as a whole and how likely they are to recommend you to others.
NPS surveys are excellent if:
- You’re looking for actionable insights which are easy to understand and implement.
- You want to encourage a customer-focused culture and highlight issues quickly.
- You want to track your progress over time.
With ScoreApp, you can set up a Net Promoter Score survey quickly and easily, allowing you to gather data and make decisions based on your findings.
In this article, we’ll walk you through exactly how to do it with this step-by-step guide to setting up an NPS survey in ScoreApp.
1. Understand your NPS goals
To get the most out of any research, it’s important to have a clear goal and define what you’re measuring. With a Net Promoter Survey you could focus on:
- Assessing customer loyalty. See how likely customers are to continue buying from you.
- Improving customer experience. Pinpoint changes you can make which will have a big impact on customers.
- Identifying brand advocates. Know who’s most likely to recommend you to others.
As well as deciding what you want to measure, it’s also important to decide who you want to target. Do you want to target all customers or a specific segment? In part, this might be informed by what you’re measuring.
For example, you may want to segment your audience by age, gender or how long they’ve been a customer to give you more detailed insights.
2. Create your NPS survey in ScoreApp
ScoreApp’s intuitive survey builder lets you design your NPS survey quickly and easily. This lets you get your hands on the data faster, but also means that you have more time to focus on your business.
Regardless of the focus of your NPS survey, make sure you include the crucial question which makes it an NPS survey: “On a scale of 0-10, how likely are you to recommend us to a friend or colleague?”
You can then add in any follow-up questions. These can take two main forms:
- Questions to gather qualitative feedback such as “What’s the main reason for your score?” or “What can we do to improve your experience?” These questions allow you to dig a bit deeper into the reasons behind the responses.
- Questions to gather demographic information in order to segment your data based on factors such as age, gender, race or socioeconomic background.
Remember that for the highest response rate, it’s important to make questions as clear as possible and avoid asking more questions than you need.
3. Customize the NPS survey design
We highly recommend that your NPS survey design reflects your company’s style, colors, and tone of voice. This ensures consistent communication with your customers, helping your customers build a sense of trust with you.
Remember not to overlook the mobile version of your survey. With 60.66% of all internet traffic coming from mobiles compared to 37.08% from desktop, ensuring your survey is mobile-friendly will lead to a better response rate.
These changes are easy with ScoreApp’s survey builder as you can fully customize your NPS survey with just a few clicks.
4. Segment your audience and integrate ScoreApp with other tools
Segmenting your audience allows you to take a deep dive into the data and look at what’s working for different groups of customers, allowing you to personalize the survey for each group.
With ScoreApp’s segmentation feature, you can easily target specific customer groups such as new customers, repeat buyers, or customers who have recently interacted with customer support services. This gives you more relevant insights and an ability to adapt to what specific groups need.
ScoreApp has a number of integrations with other tools so you can connect it with whatever CRM, email marketing or customer support software you use to ensure a seamless data flow between different tools.
It also means you can automate your follow-up based on customer feedback, freeing up your headspace without compromising on customer service.
5. Share the NPS survey
To get the customer feedback we’re after, customers need to know about the NPS survey. Whether you want to communicate with your customers via email campaigns, social media, post-purchase or post-service follow-up links, ScoreApp makes it easy. With built-in sharing tools, you can distribute your Net Promoter Score survey in minutes.
You may also want to embed your survey on your website or customer portals so that it’s easy to find and customers can leave feedback organically. A great way to boost response rates is to explain how you’ll use the results or offer incentives if needed.
6. Analyze the results
To be honest, ScoreApp does the heavy lifting when it comes to analyzing your NPS survey results. When you open your ScoreApp reporting dashboard, you can view:
- Your overall NPS score (displayed as a single number between -100 and +100).
- The percentage of your audience who are Promoters, Passives, or Detractors.
- Trends or shifts in patterns over time.
- Qualitative feedback from customers, giving you actionable insights.
When analyzing the results, it’s particularly important to pay attention to feedback from Detractors.
This group of customers have the potential to damage your brand so by targeting these areas, you can ensure that the time, energy and money you invest in improvements achieve results.
7. Take action on insights
Having these results allows you to make data-driven decisions so you spend your time and resources on the aspects that matter most. You’ll see the most impact if you focus on customers who have the strongest feelings. You can do this by:
- Following up with Detractors to resolve issues and improve their experience.
- Engage Promoters by inviting them to give you a review, testimonial or referral.
One of the big advantages of a Net Promoter Score survey is that it encourages a customer-focused culture, so make sure you share your findings with the rest of your team. This will help you decide on and commit to customer-centric improvements.
8. Automate and monitor
Save time and headspace by automating your NPS surveys with ScoreApp’s workflows. You can do this by:
- Scheduling your NPS survey to be sent out at key points such as 30 days after purchase or a follow-up if the customer has asked for assistance.
- Sending reminders to people who have started a survey but not completed it in order to maximize your response rate.
Once you’ve got your workflow in place, make sure you continue to monitor and track your NPS score. This will give you a clear indication of whether your changes have been effective and where to focus your attention on next.
9. Communicate progress and results
We all want to be in the loop and to know the feedback we’ve given has been taken on board. It’s important to communicate your progress with two groups of people:
1. Your team. Celebrate the progress you’ve made, the increase in customer loyalty, and the issues you’ve resolved.
2. Your customers. Let them know that you’re listening and acting on their feedback to improve their experience.
By keeping both these groups up to date on your results, you’re far more likely to have buy-in from both your team and your customers.
Use ScoreApp to create more effective NPS surveys in less time
ScoreApp’s powerful tools let you create Net Promoter Score surveys quickly and easily, integrating seamlessly with your other systems and software.
The result? You get accurate data telling you where to target your resources while freeing up time and headspace. ScoreApp’s reporting dashboard lets you see results at a glance and track your progress over time so you can see how much impact your decisions are having.
Want to see how Net Promoter Score survey templates in ScoreApp can get you useful, actionable insights which allow you to improve customer service and brand loyalty?
