How to Create NPS Survey

NPS surveys are the backbone of customer feedback, and it's crucial to know what features of Net Promoter Score software you should look for. So, here are the best net promoter score features to consider:

There are four top NPS product features you should look for in the NPS tool you choose. They are:

Automatic NPS Survey Deployment

One of the crucial NPS product features is that you can schedule NPS surveys using an online feedback tool like Qualaroo.

You can customize your NPS surveys based on where you want to deploy in the customer journey (specific touchpoints such as before purchase, during onboarding, during the trial, etc.) and trigger surveys.

This way, whenever website visitors or mobile app users perform a triggered action, the NPS survey will automatically appear to collect the feedback. You can set triggers based on demographics, actions, date, time, and other elements.

The next step after collecting the NPS feedback data is to analyze it. Many tools offer NPS features and benefits like:

1. Automatic NPS calculator: You don't manually have to calculate your NPS with a formula; an NPS feedback tool will display the score on the dashboard.

2. Data visualization: You need an NPS tool that offers advanced analytics to visualize data for easier and real-time customer data analysis. It should also let you segment feedback, filter responses, and bookmark contextual insights.

Read Also: How to Analyze Survey Data: A Comprehensive Guide

Customer Segmentation

Segmenting customers based on the responses lets you analyze the feedback contextually. For example, segmenting detractors will help you analyze their experience closely to prevent them from churning.

Similarly, by segmenting your promoters, you can create elaborate and tailored customer loyalty programs to boost customer retention.

Bonus Read: 10 Best Customer Retention Software To Consider in 2022

Integration With Different Tools

One of the crucial and best Net Promoter Score features you need in your tool is the ability to integrate seamlessly with other tools. An NPS program that integrates with your existing CRM and analytics platforms will help streamline data sharing and avoid information silos.

With a CRM integration, you'll be able to keep track of each customer's NPS to plan your next NPS follow-up. For example, Qualaroo offers seamless integration with HubSpot, Google Analytics, and many other tools.

For a successful NPS program, you need to follow a series of steps in the exact order. They are the golden rules you cannot miss if you want to build a foolproof NPS program. Let's have a look at how to create an NPS survey program:

Step 1: Set Targets and Define Goals

Setting your goals and defining your objectives are seemingly obvious when you think about accomplishing any task. Even in this case, it is the same. You need to set Specific, Measurable, Attainable, Realistic, and Time-bound (SMART) targets.

It would help you stay focused on the important elements of the task and, most importantly, eventually achieve them.

Things to consider while you create NPS surveys program in this step are:

• The scope of your targets. The domain into which you are looking to improve your NPS score.

• The metrics that you would use to measure the targets.

• Understanding the clarity of your targets.

• Discuss your targets with everyone to know if it's achievable.

• To assess the designated time frame of the target.

Step 2: Involvement Is the Key

Business ventures do not operate on singularities. There are people supporting people, which makes up a strong framework.

Similarly, you need to ensure that the top executives of your business are on board with the idea and that you have their unconditional support at every step. It is an effective way of ensuring organization-wide cooperation.

Things to consider in this step:

• The departments you need to involve.

• The roles to be delegated to each department.

• Ensuring the management has a clear understanding of NPS and the aimed targets.

Step 3: Start Automating

Streamlining your NPS programs and getting rid of most of the manual work is always recommended. It would reduce the overall cost and minimize the risk of customers slipping through the cracks.

Things to consider in this step:

• The aspects of the workflow you want to automate.

• The level of automation you want to implement in each step.

• Which tasks should be done manually?

Step 4: Use a Reliable Tool

You would require your NPS software to perform a diverse set of tasks, and handling those tasks is extremely important for your NPS program's success.

A highly intricate customer feedback tool with enough capacity to handle multiple NPS tasks would be helpful here. Qualaroo specializes in collecting NPS data through various features. With its ability to integrate with tons of popular tools, it is the ideal choice as it gets.

Learn how to create an NPS survey online in Qualaroo by watching this easy step-by-step video!

Step 5: Integrate

Make sure your NPS results integrate with the CRM tool that your organization uses.

It will allow the data to seamlessly transfer to the CRM tool and be visible to all the employees across the board. Doing so can also influence real-time data updation with prompt reporting.

Things to consider in this step:

• To see if the integration is possible with the CRM tool.

• To understand the level of integration and control over the process.

• Steps that you need to take to integrate both tools.

Step 6: Keep It Short and Simple

Customers are never interested in answering long and time-consuming surveys. So, you must ensure that the survey length always hits the sweet spot.

Customers would never take up a survey at the expense of their time, which is why you need to gather all your data in the least number of questions possible.

Things to consider in this step:

• The exact aspects that you need feedback on.

• The type of data you are looking for.

• Type and number of questions you will ask your potential audience.

Step 7: Damage Control

Damage control is an important bit of the NPS program. Now that you have gathered the audience's responses and have an accurate idea about your NPS score, it is time to address the issues and work on the pain points based on what detractors have to say.

Statistics say that if you follow up with the detractors in the first 48 hours, you can increase your retention rates by almost 12% and turn those detractors into promoters.

Things to consider in this step:

• Asking follow-up questions to the detractors.

• Factors that made detractors unhappy in the first place.

• What actions can be taken to resolve the customer issues?

• Workflows you need to implement for quick action.

• Quickly delegating the task to the right executives.

• Things that you need to do to prevent similar problems from arising again.

Step 8: Follow Up

Little things make the biggest differences. Simply sending a follow-up message such as thank you would remind the customers that their voices are heard.

According to a stat, over 75% of the NPS executives send 'thank you' as a follow-up message. So you might as well.

Things to consider in this step:

• The best and the quickest way of following up with the customers.

• Customers that have not been followed up with.

• The most suitable follow-up messages for the customers.

Step 9: Share the Results

The last step is to share the data internally and externally. Internally, you need to make people and departments accountable for possibilities to be explored to improve customer experience.

You should promote improvement by aligning daily tasks with the organization's objectives.

Externally, you need to be transparent with your customers and other stakeholders.

Here, you need to ensure that their feedback is taken into account and changes are made to offer the best possible experience. You can share some of your customer testimonials to gain trust.

Things to consider in this step:

• The best way of promoting improvement on an individual scale.

• Ways you can show customers how their feedback will be leveraged.

• Ways in which you can increase transparency towards the customers and stakeholders.

That's how to create an NPS survey online and conduct your UX research. Now, let's move on to the next topic of our discussion — how is NPS calculated?