Customer Success Leadership Community

NPS survey template

  • 1.  NPS survey template

    Posted 14 days ago
    Hi All,

    I am looking to build NPS survey for our company. I understand how to calculate the responses but i needed some help on the questions. I would appreciate if someone can share any NPS templates if you have any.

    Thanks,
    Aarif
    #CustomerHealth
    #CustomerSuccess
    #Metrics

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    Aarif Nakhwa.
    CSM Lead | IIM alumni
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  • 2.  RE: NPS survey template

    Posted 11 days ago
    Hi Aarif,

    When building a customer engagement survey, the two major rules (in my opinion) are;

    1. Put your most important question first
    2. Only ask as many questions as you need to get the data you want

    What I mean by this is that if the NPS question is the most important, because it is the data you want to track, measure, and improve, then the NPS question should go first in any survey you send. If you want to collect other data, such as adding further questions based around specific product areas, releases, or ease of use for your customer, then this should come after your NPS question.

    I guess my question back to you is, do you just want to measure NPS? Or do you want to measure other customer feedback too?

    Thanks,
    Matt

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    Matt Smith
    Senior Customer Success Manager
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  • 3.  RE: NPS survey template

    Posted 11 days ago
    @Aarif Nakhwa  There was a great discussion about how to construct your survey in another thread about feedback. @Steve Bernstein (survey expert)  ​gave the reply. I'm tagging him so he sees this post.

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    Anita Toth
    Customer Retention/Churn Consultant
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  • 4.  RE: NPS survey template

    Moderator
    Posted 11 days ago
    Thanks, @Anita Toth and @Aarif Nakhwa. Indeed there's been ton's of great discussions​​ on this forum.  Here are some links that I hope will help:

    Feedback, What's the Point: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=8223ad2a-d42c-4268-825a-62d8ef03a523&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bm8223ad2a-d42c-4268-825a-62d8ef03a523

    Churn Prevention Recommendations: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=4abc55a7-5fec-465f-a26e-ebea686abcfa&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bm4abc55a7-5fec-465f-a26e-ebea686abcfa

    Actionable & Meaningful Feedbackhttps://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=c9e66f15-f338-4d0a-93c4-48a05c68d871&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bmc9e66f15-f338-4d0a-93c4-48a05c68d871

    What does Proactive Customer Success look like in your organization?: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=34d78268-d6d8-4321-876a-4f931c9dbb04&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bm34d78268-d6d8-4321-876a-4f931c9dbb04

    How can you increase your B2B Survey Response Rate?: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=a861bc3a-9933-4e53-85ee-cf4232f35a58&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bma861bc3a-9933-4e53-85ee-cf4232f35a58

    How many questions is too many questions in an NPS Survey?: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=7d13cb63-02dc-4c6c-ab66-0a22b87bcdd9&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bm7d13cb63-02dc-4c6c-ab66-0a22b87bcdd9



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    Steve Bernstein
    Head of Voice-Of-Customer Programs at Waypoint Research Group
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