How do I measure customer satisfaction (NPS)?
Send a one-question NPS survey after a purchase or service, and follow up weak answers the same day. HelloCRM's Surveys module asks by email, writes the answer to the contact and notifies the owner on a 0-6 answer.
Updated:
Good practice
- Do not ask the same customer too often: HelloCRM waits 90 days by default.
- Opening a link must not count as an answer: mail scanners open every link.
- Send the review link to everybody, not only the happy ones.
The last point is not only good manners: offering the review link only to happy respondents is filtering that Google's review policy forbids, and a company caught at it can lose its reviews. That is why HelloCRM gives the same link to everybody who answers.
NPS or CSAT: which should you ask?
Details
- NPS (0-10): would you recommend us? It is about the relationship as a whole; 0-6 is unhappy, 9-10 a promoter.
- CSAT (1-5): how satisfied were you with this occasion? It is about one specific job; 1-2 is unhappy.
- A survey's kind cannot be changed once answers exist, because an NPS read as a one-to-five scale is a different number.
Who is asked, and who sees the results?
Details
The system skips anyone with no email address, anyone who unsubscribed or whose address bounced, and anyone already asked within the survey's quiet period. Results are counted under record scope: a colleague's average includes only the answers of customers they may see anyway. Every answer goes on the contact's timeline.
Which module?
Module: Surveys (paid module, price coming soon).
Questions
Can an automation send it?
Yes, for example after a deal is won, with the automation's survey step.
What happens with an unhappy answer?
On an NPS answer of 0-6, or a CSAT answer of 1-2, the contact's owner is notified the same day; the administrators when there is no owner.