Use good design to minimize the # of clicks it takes to complete your NPS survey. Leverage digital tools such as Typeform or Delighted to seamlessly integrate your survey into email, website, or point of sale system.
Survey individual customers no more than once per quarter-- especially if you haven’t significantly changed your product or service. Instead, survey sets of customers on a rolling basis to keep your hand on the pulse.
Intentional customer data segmentation will yield next-level customer experience insight. Send surveys and track responses at different points along the customer journey to see how your brand performs at all stages.
Don’t obsess over individual reviews. Focus on trends to detach your ego from individual bad reviews and get in a mindset for discovering actionable insights.
Make a simple modification to your NPS question to survey your employees. Tracking and improving Employee Net Promoter Score (eNPS) will likely lead to improvements in your customer NPS since happy employees make happy customers.
Dedicate time at the beginning of your weekly leadership meeting to discuss NPS and/or critical customer feedback. This will help your team stay aligned and make decisions with the customer in mind.
We use Typeform.com for the surveys we send out! Check them out!
Want to improve customer experience at your business? Contact Only Co. for more CX insight.