Summary

• Introduction
• Define Your Objectives
• Choose Relevant Tags
• Optimize Campaign Duration and Reminders
• Customize Your Communication
• Timing Matters
• Follow Up on Feedback
• Analyze and Act on Data

Introduction

Net Promoter Score (NPS) campaigns are a powerful tool to measure customer satisfaction and loyalty. To make the most out of your NPS campaigns, it's crucial to follow best practices that ensure you collect meaningful data and maintain good relationships with your clients. Here are some key strategies to consider:

1. Define Your Objectives

Before launching an NPS campaign, it’s essential to clarify what information you want to gather. This will

help you tailor the campaign to meet your specific needs. Here are some examples of objectives:

• Customer Satisfaction: Understanding overall satisfaction with your product or service.
• Product Feedback: Gaining insights on specific features or recent updates.
• Service Quality: Measuring satisfaction with customer support interactions.
• Retention Risks: Identifying clients at risk of churning.

2. Choose Relevant Tags

Tags are crucial for categorizing responses and gaining deeper insights. Select tags that align with your

objectives. Examples include:

• Product Feedback: Tags like "Ease of Use," "Functionality," or "Performance" can help understand product related feedback.
• Service Quality: Use tags such as "Response Time," "Professionalism," or "Resolution Quality" for feedback on customer support.
• Retention Risks: Tags like "Pricing," "ROI," or "Cost Effectiveness" can provide insights into perceived value.

3. Optimize Campaign Duration and Reminders

To maximize response rates without overwhelming your clients:

• Campaign Length: Keep the campaign duration short, ideally around two weeks. This timeframe is sufficient to gather responses without causing survey fatigue.
• Reminders: Send up to three reminders during the campaign. Space them out evenly to gently nudge clients who haven’t responded yet.

4. Customize Your Communication

Personalized communication can significantly impact the response rate. Ensure your email invitations reflect your company’s identity:

• Branding: Use your company’s logo, colors, and fonts to make the email recognizable.
• Tone: Maintain a friendly and professional tone that resonates with your audience.
• Content: Clearly explain the purpose of the survey and how their feedback will be used to improve services.
• 'Thank you' page: If you are using this feature, you can personalize the pages according to the score given. For neutrals and detractors, you can already inform that you appreciate the feedback, and you are going to reach out.

5. Timing Matters

The timing of your NPS campaign can affect response rates. Consider the following:

• Business Cycles: Avoid sending surveys during busy periods for your clients, such as the end of the fiscal quarter.
• Customer Journey: Align surveys with key milestones, like after a major product update, post-support interaction, or middle of a quarter, so you can plan the next OKR based on the NPS results.
  
  

6. Follow Up on Feedback

Use our tool to review your NPS answers and get in touch with clients that didn't give a great score, and also with those that left any kind of feedback. Closing the feedback loop is critical:

• Acknowledge Responses: Thank your clients for their feedback, whether positive or negative.
• Action Plan: Share how you plan to address their concerns or implement their suggestions.
• Continuous Improvement: Regularly update clients on changes made based on their feedback.

7. Analyze and Act on Data

Finally, after the follow up, ensure you analyze the data effectively:

• Segmentation: Break down responses by different segments (e.g., customer size, industry) to identify trends.
• Root Cause Analysis: Dig deeper into low scores to understand the underlying issues.
• Correlation Between Tags and Low Scores/Feedback: Examine how different tags correlate with low scores. This can help pinpoint specific areas that need improvement. For instance, if "Response Time" frequently appears in low-score feedback, it indicates that clients are dissatisfied with how quickly their issues are being addressed.
• Actionable Insights: Translate the feedback into concrete actions and track the impact of these changes over time.

By following these best practices, you can run effective NPS campaigns that provide valuable insights and foster stronger relationships with your clients. Remember, the goal is not just to collect data, but to use it to drive meaningful improvements in your business.