We’re bringing the ClearEdge team directly to you with our new short-form video series, Spark the Space, designed to energize and elevate your marketing game! In this episode, Nikki Leonardi, Marketing Strategist, sits down with Devyn Gaydos to share what you need to know about NPS surveys, scores, and how to use what you learn.
What Do Your Customers Really Think? With Nikki Leonardi
How To Make NPS Surveys Work For You
Have a Communication Plan
When it comes to getting feedback, it’s best to send multiple reminders to get as many responses as you need. Prior to launching the survey, have a communication plan in place, including emails from your company and any account managers as appropriate.
Do Something With What You Learn
Build trust with your customers and clients by truly taking the feedback to heart. Make changes based on consistent feedback and continue communications with survey respondents. Reach out to everyone who responds rather than just to detractors!
It can also be incredibly impactful to segment your audience based on the score they give and dedicate custom communications to them based on their survey feedback. For example, if multiple people mentioned wanting to know more about a new product or solution you recently launched, deliver a personalized email campaign teaching them about it.
Consider Using a Third-Party NPS Survey Tool
While it’s always possible to handle NPS surveys yourself, consider working with a third-party partner to help manage it. Bringing in an expert can help make sure that your survey goes off without a hitch. They can even help you with your communication plans and help ensure that you get the number of respondents you need!
As we’re heading into the end of the year, we hope that these tips will help you get the most value out of your NPS surveys so you can take that feedback and start the new year strong!
Check out our other Spark the Space videos here!