Use SMS for NPS surveys to see a higher response rate in future campaigns and to quickly collect survey data from your customers.
Why is a Net Promoter Score (NPS) important?
NPS helps discover your brand strength and predict your growth rate through word-of-mouth promotion. Is the feedback your customers are sharing positive or negative? Are they recommending you to friends and family? Word-of-mouth is the most invaluable form of marketing.
How to Calculate Your Net Promoter Score (NPS)
A popular NPS survey question is:
On a scale of 0-10, how likely are you to recommend our services or product9s) to friends and family (10 is extremely likely).
To calculate NPS, subtract the percentage of detractors (unsatisfied customers) from the percentage of promoters (brand advocates).
👉NPS=% Promoters - % Detractors
Why use SMS for NPS surveys?
Using a SlickText SMS Workflow for NPS surveys is going to give you the quickest response. Text your question, and consumers need to simply text back their numeric answer. Based on the customer's response, ask them to answer a few more questions. Perhaps you want to collect their email address or would like to view additional feedback about their experience.
Add a custom field to the textword contacts you're sending the NPS survey to such as "NPS Rating". In the setup of your Workflow, add a "Wait/ Chat Received" popup that captures their numeric response to the contact under the "NPS Rating" field. Easily segment your subscribers based on their response to further engage with them, entice them to try something new, or offer a promotion via text.
Create a Google Sheet Webhook that collects the data provided through the NPS Survey Workflow. AGE Media would be happy to guide you in setting that up.
How to Segment Your NPS Survey Respondents for Campaigns
Based on ratings, respondents are classified into three categories:
Detractors: “Detractors” gave a score of 6 or lower. They are not particularly thrilled by the product or the service. They will likely not purchase again from your company and could potentially share negative feedback with others.
Passives: “Passives" gave a score or 7 or 8. They were somewhat satisfied but can easily switch to a competitor. They may not share negative feedback and may be open to giving you a second chance.
Promoters: “Promoters” answered 9 or 10. They loved your products and services and are repeat customers and likely to recommend you to friends and family. These are your loyal customers who you want to continue to invest in and consider as a referral campaign audience.
SMS Campaigns for Each Segment
All the ratings have been exported to a Google Sheet. Consider filtering the rating column to determine next steps for those customers.
Detractors campaigns—
You have their mobile phone number because they texted you. Consider calling them and be extremely professional. Introduce yourself and ask that they share their experience with you. Address the issue and consider offering them a discount to visit you again. If you do not already have their email address, be sure to collect that if you need to assign a promo code to their account a future order.
Passives campaigns—
Consider following up with a phone call. Invite them to try your product(s) or service again. Consider offering them a discount to visit you again. Entice them to join your text club and sign up for birthday offers. If you do not already have their email address, be sure to collect that if you need to assign a promo code to their account for a future order.
Promoters campaigns—
Invite respondents to join your birthday club or loyalty program if you have added one to your account. Loyal customers are your most valuable asset. These customers are also the most likely to recommend you to friends and family. Consider investing in a referral campaign that gives each customer a unique link to share.
Final Recommendations
When requesting feedback, ask politely. Consider offering promotions and incentives for everyone—more aggressive for those unhappy customers to entice them to give you a second chance.
You are not going to keep every customer happy and receive a perfect review from every customer. However, if you remain committed to your loyal customers, their positive word-of-mouth will help outweigh the fewer unhappy customers.
To establish an automated NPS Survey strategy, sign up for SlickText's Workflows. When you sign up for SlickText, use Access Code AGEMEDIA for exclusive pricing and perks.
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