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What plan do we have? I want this feature!
Business Purpose
Crewhu's Net Promoter Score module will help collect feedback on what your clients think outside of tickets. It is a great way to identify your promoters for referral opportunities and a great way to collect feedback on where you need to focus to keep client retention high. Private equity companies say the existence of a structured NPS program can add up to 5% to a company's enterprise valuation. That's $500k in value for a company valued at $10 million.
Summary
This guide will show you the 3 steps necessary to create an NPS Survey Campaign using Crewhu. You will need Admin permissions.
- 1st step: Add Companies & Contacts to segment your NPS Campaigns
- 2nd step: NPS Survey Settings
- 3rd step: Create an NPS Survey Campaign
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1st step: Companies and Contacts
Companies and Contacts are the targets of your NPS Surveys. Before adding the companies and contacts it is important to understand their attributes - they are essential to send NPS Surveys to specific segments.
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Company and Contact Attributes (Default and Custom)
It is important to review and add attributes to make it possible to segment your NPS campaigns. Segmentation allows sending NPS surveys to a specific group using a combination of rules based on the companies and/or contacts attributes.
There are 7 Default Company Attributes that can be used to segment NPS Survey Campaigns:
- Company ID: a unique primary key that identifies the company in the system. It is possible to segment a campaign with the condition "Company ID is different than X", meaning that company "X" will not receive the NPS survey.
- Name: company name
- City: company City - especially useful if you provide services in different cities
- State: company State - create different campaigns for clients in different States
- Country: company country.
- Account Owners: choose from the dropdown menu the employees from your company that are responsible for managing the account. When setting up an NPS campaign you can choose to send the survey from the account owner email address to make it more personal.
- Client Since: the date that the company became your client.
Note:
If there is more than one account owner the system will pick the first one as the email sender. Click on the preferred profile first and then on the others. All account owners will be rewarded if you decide to reward them for a PROMOTER (positive) NPS Survey rating.
Best Practice:
Use the Client Since attribute to rule out the companies that have been your clients for less than 90 days. That is how long it usually takes for a client to form a strong/valid opinion about your company as a whole.
There are 6 Default Contact Attributes that can be used to segment your campaigns:
- Company ID: automatically created and it links the employee to the company
- Contact ID: contact primary key. Email addresses make great contact IDs because they are unique.
- Name: contact name and last name
- Email: contact email - can also be used as the Contact ID
- Phone
- Mobile
Custom Attributes
It is possible to create up to 10 custom Attributes for the Companies and 10 custom Attributes for the Contacts.
Go to Settings > Company:
In the example below, 2 custom Company Attributes were created. There are 4 types of custom attributes available: Dropdown, Text, Date, and number.
For this example, a custom attribute called Company Profile was created using the dropdown type and the values are "VIP, Gold, Silver".
When the Dropdown type is chosen, the button Options will appear. Click to enter the values separated by a comma.
Scroll down to add and manage custom Contact Attributes.
For this example, a custom contact attribute called Position was created using the dropdown type. The options chosen were "Decision Maker, Influencer, Evaluator, End User, No longer an employee".
Click on Options to insert your combo items separated by a comma.
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Upload a CSV with Companies and Contacts information
The easiest way to maintain a fresh and complete company database is to upload a CSV to add and update the information. Please refer to this article to know how to do it: Upload of Companies and Contacts for NPS Campaigns
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2nd Step: NPS Survey Settings
It is possible to create several settings to use in different NPS Campaigns.
Go to Settings > NPS Survey to get to the NPS Setting List page. Click on Default NPS Setting to modify it or click on Add to create your personalized setting.
Upload your company logo and give the NPS Setting a name:
On the Miscellaneous Settings section, choose:
- the NPS Survey Language
- the Unknown Lable that will display on your survey history, reports and notifications if the employee attached to the NPS survey is not identified. Refer to Employee marked as UNKNOWN to learn more about it.
- check the box to add an IP Restriction to prevent that IP from answering the NPS Survey.
- check the box if you want to Show Employee Picture on the NPS Survey
Best Practice:
Choose to show the employee picture. That will make the NPS Survey more personal. Keep in mind that you will be able to reward a badge to the employee that received a Promoter rating and also hold employees accountable for Detractor ratings.
On the Notifications section set the main rules for each NPS rating (Promoters, Passives, and Detractors). Click on Settings by Profile to add additional notification rules based on your company profiles.
Choose to Send a badge for a PROMOTER rating. All Account Owners responsible for the client that answers the NPS Survey with a positive rating will be rewarded the same amount.
Best Practice:
NPS Campaigns are more sporadic than transactional CSAT Surveys so the chance to get a badge is smaller. Choose a higher Crewhu Bucks value for positive NPS ratings.
Mark as Reviewed Automatically is a setting that helps to automate the process of closing the loop on the NPS Surveys received. By default, your NPS History will display first the NPS surveys that were not reviewed yet.
Note:
Keep an eye on Passives and Detractors ratings and also celebrate and share the written feedback received on your NPS Campaigns.
On the NPS Thank you Page section it is possible to customize a thank you message that the system will automatically send to the person that answered the NPS Survey. You can either use the same message for all ratings or customize a different message to each rating.
Thank you Notification: choose to send a copy of the thank you email and any replies to one of your colleagues. Fill in the Signature field with the name of your company.
Online reviews: Click on Reputation Management to learn how to set up a workflow in Crewhu to ask happy clients to leave you an online review (i.e. on Google Reviews).
Testimonial Widget: Click on Automated Public Testimonial Feed to learn how to showcase feedback received on NPS Surveys on your company's website. Making feedback public can help to close sales, to improve organic search with SEO, and to keep the company competitive in the marketplace.
Email Campaign: In this section, it is possible to customize an NPS Campaign message to the clients.
- Sender: Click Users to choose an employee in your company as the NPS Survey email sender. Click on Account Owner to choose to send the email from the first account owner listed on the Company List
- Subject: customize the NPS Email title
- Body: use the editing tools to insert your logo and to write an engaging NPS campaign message. Click on Click here to see available variables and copy the ones that you want to use on your customized message.
Click on Preview email:
Reminder Templates: NPS Campaigns can be adjusted to send a number of reminder emails to your clients that have not answered the first NPS survey. In the same way as in the Email Campain, reminder messages can be customized.
The LAST NPS message can also be customized. i.e. A three months campaign that will start with the first email and send 4 reminders every 10 days and then a final email.
Important:
The variable {{nps_surveySnippet}} needs to be included in the message to display the scale from 0 to 10 to the end-user.
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3rd step: NPS Campaign
Now that the companies and contacts attributes and the NPS settings are reviewed, you are ready to launch your first NPS Campain.
Go to Setup > NPS Campaign > Add:
- Status: the NPS Campaign will be active once you save it. Click on an NPS Campaign from the list and then on Inactivate if you want to cancel it. It is possible to activate it at a later stage.
- Name: choose the name of your campaign. For this example, we called it NPS VIP and Gold Customers
- Tags: To manage tags click on the link next to the dropdown menu or go to Setup > Survey Tags > Add. For the example above 6 tags were chosen.
Examples of NPS Tags: Adaptability / Agility / Customer Service / Efficiency / Innovation / Reliability / Return of Investment / Security / SLAs / Solution(s) / Staff / Team / Transparency / Value.
Important:
If you create specific tags for NPS Campaigns, uncheck Resolved, Reply, and Signature on the tags page to prevent them from being displayed on your CSAT Surveys. All tags will be available on the NPS Campaign Tags dropdown menu. - NPS Setting: Choose from the dropdown menu either the default setting or any other settings that you created in step #2.
- Send Frequency: Every 3 Months was chosen for this example, meaning that the campaign will last 3 months and then automatically close and relaunch. Choose also how many reminders (first field) to send to clients that did not answer the NPS Survey and the reminder periodicity (second field). Once clients answer the NPS Survey they will not receive the other reminders.
- Segment: it is possible to create NPS Campaigns to understand how a specific segment of clients feels toward your company. For example, you can create a campaign for end-users and another for decision-makers to compare the results. Another campaign to compare the client's opinions towards your business in different locations or depending on the service scope (i.e. full IT)
Click on +Condition to add as many conditions are necessary and on the "X" at the end of each line to remove them.- For this example, the conditions are:
- Company Profile is different (<>) than Silver - meaning that VIP and Gold clients will receive the NPS Survey.
- Contact Position is equal (=) to Decision Maker
- Client Since is smaller (<) than 05/19/19 - to include the companies that are clients for more than 90 days and leave out the more recent ones.
- For this example, the conditions are:
- Click on Preview Segment to see a list of clients and companies that will receive the NPS Survey.
Note:
1) Active NPS Campaigns will trigger NPS Surveys emails on the Start Date, at 8:00 AM, in your local time. The campaign will not send any emails or reminders before the Start Date;
2) If the same campaign will be launched again (not the first time), the system will count the number of months from the date of the last NPS survey provided by the contact. If a contact didn't answer the survey, he will receive the next email in the number of months set after the start date;
3) If you have more than one NPS Campaign, keep in mind that they are completely independent of each other, which means one does not interfere with another;
4) The standard email sender in NPS campaigns will look like this:
name-domain@crewhu.net On Behalf Of name@domain.com
You can authorize us to use your domain to improve deliverability and provide a customized experience. Learn how on this link.
Best Practice:
Activate your campaign at the beginning of the week to prevent your clients from receiving NPS Surveys on the weekend. That will increase your conversion rate.
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