Create Net Promoter Score (NPS®) Surveys at ease, with SurveyVista

Before we proceed, here is a summary of what we discussed in the previous article - the Net Promoter Score (NPS), is a very popular market research metric which helps you study and analyze customer loyalty towards your product, company, or service and, in turn, your brand. To start collecting data for your NPS, install the free SurveyVista app from Salesforce appexchange and set up the SurveyVista app as per the instructions given in this Knowledge Base article.

 

An NPS survey is a straightforward inquiry of your customers’ attitude with respect to the products or services launched by your company or organization. So, it is ideal to draft at least two types of questions in your NPS survey -

  1. A NPS question regarding the survey participant’s (i.e. the customer) intention to repurchase and recommend your business or product or services (mark it as mandatory to answer)
  2. A long-text question type for written feedback, suggestions, or comments

It is interesting how the sheer sleekness of the NPS survey goes beyond its face value. This is where the brilliance of this metric lies - in capturing the respondent’s initial thoughts and reactions about a particular product or service.

 

Now, you might be wondering how the scoring rules are undertaken. For this, let us consider an NPS survey created and distributed via SurveyVista. When a survey participant responds to your NPS question, SurveyVista automatically maps the corresponding score value to the NPS Score field in the Ardira Survey Result Object for seamless reporting. Besides, you can also configure your own Response Mapping rule for the NPS question(s) in your survey to automatically map the question score to your Salesforce standard or custom object fields.

 

Upon collecting the survey data from the NPS questionnaire, your designated native Salesforce platform would start measuring and analyzing the results immediately. The resulting survey reports will be depicted in the form of various graphs and charts in order to study the survey data at ease. And, SurveyVista’s minimalist dashboard provides you with every single detail necessary to compute the survey results accurately:
 

 

  • Number of Responses: The total number of responses you received through your NPS® survey from among your customers (i.e. respondents, in this case)

 

  • Response Rate: The response rate is the number of respondents who answered the survey divided by the number of people you sent the survey to (the sample), then multiply that number by 100, since it is usually expressed in the form of a percentage. This is calculated over a particular period of time, in order to assess how well connected you (the company or brand) are with your customers. Response rates are usually low when you first start with NPS® surveys, and gradually they increase with the passage of time. A good response rate ideally hovers around 80%. However, you should aim for a score between 30%-50% for starters.

 

  • NPS (Net Promoter Score): The moot purpose of your survey, the Net Promoter Score represents the degree of customer loyalty towards your brand. As we mentioned in the previous article, the NPS score can be understood on the basis of the following scale:
      1. NPS within -100 and 0 = Needs improvement
      2. NPS within 0 and 30 = Good
      3. NPS within 30 and 70 = Great
      4. NPS within 70 and 100 = Excellent

 

  • Net Promoter Score Trend: Another metric that spans over a period of time, the NPS Trend tracks the highs and lows of the Net Promoter Scores that are gathered via regular surveys. This measurement helps you to understand whether you have garnered more promoters during a particular phase.

 

  • Net Promoter Score Classification: This section throws light on the percentage of Promoters, Passives, and Detractors present among your customers, in the form of a doughnut chart.

 

  • NPS with open-ended feedback: This data is compiled from the responses to the second type of question in an NPS survey. Reported directly by your respondents, open-ended feedback allows your company to pinpoint the faulty areas in your product or service so that you can make improvements in your new releases.

 

Evident in the aforementioned points pertaining to how an NPS survey is analyzed and reported accordingly, SurveyVista offers high-quality analytics to compute and study the data collected from NPS surveys. Besides the automatic survey response mapping, SurveyVista also has an advanced Feedback/Response Analysis mechanism that examines and inspects all the information received from the respondents, one at a time. We will discuss more SurveyVista’s credibility as a 100% native Salesforce platform in the next article.

 

For more information on NPS, CSAT, CES, or any other survey use cases which you would like to implement for your company or organization, feel free to contact us.

 

*NPS is a registered trademark, and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.