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Generally, a Net Promoter Score survey is a simple questionnaire that predicts whether a customer will repurchase from a company or refer it to someone else. NPS surveys are thus actively used to measure customer experience, customer satisfaction and loyalty to a brand, and its dynamic over time.
Running the NPS survey is a must-have thing for all online stores that care about customers.
To set up this survey, we will need to go to our Plerdy account, open the Forms and Feedback tab and press “Build form.” On this page, search for the Net Promoter Score form.
As I said, this form measures one of the main customer loyalty metrics.
Let’s build it, give it a name and check what is next.
Inside the form, we will be able to change the form description – add a meaningful and relevant message. Also, we can change the text defining the satisfaction level, the message after submission and, of course, the style of the form – the background color, etc. Everything can be adjusted to your needs and your taste:)
Here are the 5 examples for NPS survey questions:
- How likely are you to recommend our company to a friend or colleague? – general question
- How likely are you to recommend our product to a friend or colleague? – use this one when you want to know an opinion about certain products
- How likely are you to recommend (company/product name) to your friend or colleague based on your interaction with our support team? – Ask your customers to rate a specific experience. The question will highlight any issues that deserve immediate action to improve customer satisfaction and yield more happy customers.
- How likely are you to recommend (company/product name) to someone sharing the same interests? – Replace the phrase “friend or colleague” with your target audience
- Following the latest feature updates, how likely are you to recommend (company/product name) to a friend or colleague? – another one on concrete experience, but more for SaaS
Optionally, there is a field for some comments. You can choose for what responses you want this question to show up. Why is it needed? If a person rates you with 10, they liked everything, and there is not that much to add. But for rankings lower than 6, you might want to know what made people experience that bad. So it is a useful thing.
After the Form design, we move to Display rules, an important part of the NPS form setup. Here we have the same opportunities as for all other forms. However, in the case of the NPS survey, we need to dedicate more time to set up this one. Why is that?
NPS survey rates if our customers enjoyed the experience with us and are ready to recommend us to others, so it is logical that we should be showing this pop up only for users who have this experience, meaning users who have bought sth on our website.
If I am a first time visitor on a website, never bought anything from this store and see an NPS pop up, I will most likely close it, and then in the stats, marketers will see a very high close rate and the reason for that would be a wrong set up.
To get the NPS right, we need to use the Traffic groups rule. Previously I have been explaining how to create user groups. In this situation, we need to create a user group for visitors who completed a purchase on our website and set up the NPS for showing only to those users.
Of course, that would mean that only returning customers will see this pop-up. However, this is okay and better than showing it to users who haven’t bought anything from us because this is not the point.
If we want to survey all customers, including those who won’t return to the website, we can set up an email sequence and send an NPS survey via email.
That’s it for now. Thanks for watching, and see you in the next videos!
Take care, bye!