NPS surveys - what are they?
NPS, or Net Promoter Score, is an indicator of your customers' loyalty. Its main purpose is to determine whether the respondent, based on recent experience, would recommend your service/product to their friends and acquaintances.
The respondent determines their level of engagement on a scale from 0 to 10. The rating ranges reflect the level of relationship with the brand:
- 0-6 negative score, critic
- 7-8 neutral score
- 9-10 positive score, promoter
NPS is calculated using the formula:
%promoters - %destructors = %NPS.
Scores are measured on a percentage scale from -100 to +100. Scores above:
- 0 are good,
- 50 are great,
- 70 are excellent.
It is worth remembering that the result should be compared with the average score in the industry or even its specific area. An example can be a team handling customer complaints - we cannot expect a high score, because the content of the team's work is dissatisfaction and claims. A score between -20 and +10 will be expected and achievable.
How to get started?
Go to the path as below and click Create New Survey:
Start > Content > NPS surveys > Create a new NPS surveys
Configuration - Settings
Fill in the setting fields:
Name and description - fill in to easily identify the survey in the system
Tags - will be added to the contact activity in iPresso
Visibility range - the survey publication date and optionally, the survey end date
Domain - address where the survey will be published. The default domain can be changed to your own. We recommend that it should be different from the domain you use for mailings. For example, you will be sending emails from the domain productname.com. For NPS surveys it would be good if you made a subdomain, e.g. survey.productname.com. If you wish to change the default domain to your own - contact our support.
API key - this will make you able to download survey settings and results through API. The API key will also be part of your survey address if you have added your own domain. For example: your NPS domain is survey.productname.com. If you add the mysurvey API key, then your survey address will be survey.productname.com/mysurvey.
Element accesses - if you have different levels of permissions to iPresso items in your account, you can select the groups that will have access to this survey
After completing the settings, go to the content.
Configuration - Content
The content tab is divided into three parts:
- Welcome screen - the initial screen (available only for the survey version embedded on the page - Web)
- Survey - survey content
- Thank you screen - a screen showing up after completing the survey
The graphic above shows an example of filling the welcome screen. It is optional - you can turn it off at the bottom of the page, using the green slider Active.
It is worth noting that you can edit the color scheme, font, or custom style of all survey elements at any time. Just click the palette symbol in the upper right corner, and then use the font and color scheme selection or edit the style via CSS.
Additionally, preview buttons will allow you to check the appearance of your survey on your computer, in a pop-up, and in an email.
You can return to editing by clicking the eye icon in the upper right corner:
Let's move on to configuring the survey:
First, set up your main question. You can add a description of the question that will expand the context for the respondent.
It's a good idea to suit the scoring description to the question. This will allow the respondent to better understand the scale.
Additional questions are strongly recommended options. You can set there clarifying questions that will be displayed to the respondent, depending on the answer to the main question:
Thank you screen
Finally, set the thank you screen, which is a screen showing after completing the survey. Click next:
In the summary you can check if anything still needs your attention before saving the survey.
Green - save, everything is set. Red - correct the highlighted items by clicking on the Edit button. Once you fix it, click Save:
Run and share the survey
After saving, you can find the created surveys in the Draft section. Here you can copy, delete, preview and edit each survey. If you want to continue, click launch:
You can find active surveys in the Active section:
Click Share. You will see several options for publishing your survey. Clicking on each will provide you with publishing instructions:
This is the simplest method. You copy the link and pass it to your respondents. Remember that using this method won't let you link survey results with your contacts in iPresso; the results will be saved only in the report, with no record of the contacts' activity history.
Action on site
Before configuring an action on site, make sure that in the js api settings of the Monitored Page, you have two parameters enabled. Here are the path and parameters:
Follow the instructions below:
After action activation, pop-up with survey will appear in the bottom right corner:
If you have set a clarification question, it will also appear in the pop-up. The same goes for a thank you screen once completing the survey.
You can choose two ways here. The first is for users who care about the simplicity of use. The second is useful if the e-mail creation is prepared by specialists (e.g. iPresso Creative Services or a creative agency) - it requires knowledge of HTML and CSS.
Let's focus on the first option. Follow the instructions:
After adding the survey block, it will look like this:
By clicking on a survey , on the left side, you can select a survey, font color, background color, the relevant font, and its size from the drop-down list. In the preview window, you can see how this mailing will look like:
With the protocols described, you can save responses and retrieve survey settings. The links provided will take you to the documentation where we have described in detail how to communicate with us:
The report module will allow you to see and analyze the results of your surveys. iPresso saves all responses, however, if the respondent is a recognized contact in iPresso, responses (NPS score and text values) will be saved in activities of this contact. Please note that the results from the fillings made through the link will not be saved in the activities.
To generate the report, go to the path start > content > nps surveys > active and click the "report":
Then select the time range of the data and click show report.
You can also generate a CSV file with the selected time range: