A few years ago, long customer surveys used to be the main source of information. Today, businesses use the interactive NPS system to get feedback.
Ever wondered how you can get feedback from customers without having to send multiple emails or build a long website form? Then the solution you’re looking for is a tool called Net Promoter Score (NPS). And happily, at Helppier, we just released one that is very simple to use. 😉
With the growing importance of user experience and customer service, more and more companies have been trying to understand their user’s behavior and feelings towards their services. A few years ago, long customer surveys were the main source of information that companies used. Today, the simple and interactive NPS revolutionized the way businesses get data from users.
In this article, we’ll cover some important questions about using NPS surveys and teach you how to set up a system on your website — very quickly and without any help from your development team.
So, what is the Net Promoter Score
According to Lumoa, the Net promoter system was designed by Fred Reichheld in 2003 to measure customer experience and predict its impact on a company’s future.
With the NPS, the user can choose from a 0–10 scale and it consists of two simple questions “How likely are you to recommend our product to a friend or colleague?” and “Why did you give this score?”.
Although its simplicity, this system allows businesses to get both quantitative and qualitative data about the customer’s feelings, being highly effective and less time-consuming.
How to create an NPS survey for my website?
If you’re questioning how difficult it would be to set up your own, don’t worry. At Helppier, we just launched two NPS surveys that you can use to get real feedback from users, directly on a web page of your choice.
If you don’t know us, we allow creating product tours, tooltips, popups, and banners, through an intuitive point and click interface. Now, by adding the Net promoter score to our list, you can quickly publish NPS surveys to learn from users and improve your service.
To create an NPS survey for your website you just need to:
🚀 Add Helppier to your website & select a page element;
🚀 Choose an NPS template & customize your message;
🚀 Add automation & publish it for users!
All the data and feedback collected will go to your private dashboard so you can make all the necessary changes to create a successful business. You can get your free trial here and check it out.
How to use NPS surveys in my business?
NPS surveys are a great way to know what your customers think about your service and understand where it needs improvements. It’s a more interactive way to get suggestions as it allows the user to quickly select a feedback value and leave a comment. 💌
There are plenty of ways you can use NPS surveys for your online business:
✨ Ask what users feel about a specific product/feature;
✨ Get suggestions about a specific process on your website/platform;
✨ Identify promoters and loyal customers (users that love your service);
✨ Get feedback in all stages in the customer journey to improve conversion;
✨ Pinpoint and overcome customer service issues (e.g. slow response, lack of support resources);
Which NPS survey questions should I use?
There are several NPS survey questions that you can use, but, it will depend on what you’re trying to achieve. Before building your NPS, make sure to define your goal: Are you trying to get feedback about a new product? Do you want to identify pain points on a specific service or process?
Below are some common examples of questions that you can use when creating a Net Promoter Score for your business to improve the response rate.
Quantitative questions:
✨ On a scale from 0–10, how likely are you to recommend [company/product] to a friend or colleague?
✨ Considering your experience with us so far, how likely are you to recommend [company name] to a friend or colleague? (0–10)
✨ Now that you’ve received your [product], how likely are you to recommend [company name] to a friend or colleague? (0–10 )
Qualitative questions:
✨ What is the main reason for your score?
✨ What’s the one thing we could do better?
✨ Which features do you use/like the most?
✨ What did we do well?
✨ What did you find most valuable?
In Sum
Unlike traditional email, website forms, and consumer surveys, the NPS system is the quickest and easiest way to learn what your customers like and don’t like about your company. Due to its simplicity and two-question method, the NPS doesn’t require much time from your customers and the results are very easy to read.
Keep in mind to define your goals before setting up a system like this on your website so you can come up with the best questions, and get the most responses. If you want to set it up in just a few minutes and without any coding, make sure to try our new NPS templates by registering here.
