Most businesses these days are looking to improve their customer feedback rates, and for a good reason—getting customer feedback is one of the most effective ways to understand how you’re doing and where you can improve.
One popular way to collect customer feedback is through Net Promoter Score (NPS) surveys. NPS surveys are simple, short, and straightforward, which makes them an ideal way to quickly gather feedback from a large number of customers.
However, despite their simplicity, many businesses still struggle with getting good response rates from their NPS surveys.
In this article, we’ll take a look at some insights and strategies for improving your average NPS response rates.
1. Make it easy for customers to respond
The first and most important step in getting good survey response rates is to make it easy for customers to respond. You can do this in a number of ways, including:
- Sending the survey via email or text message: For example, you could send an email to customers after they’ve made a purchase with a link to the survey. With text messaging, you could send a text message to customers after they’ve been to your store or used your product.
- Making the survey short and simple: Keep the survey short—no more than 10 questions—and make sure the questions are easy to understand. Suppose you’re surveying customers about their experience with your product. In that case, you might want to ask questions like “How easy was it to use our product?” or “How satisfied are you with our product?”
- Including the survey link in your website or app: You could add a link to the survey in your website’s header or footer or in your app’s menus.
- Adding a pop-up or banner on your website: You could add a pop-up or banner on your website that invites visitors to take the survey.
2. Incentivize customer feedback
In addition to making it easy for customers to respond, you should also incentivize them to do so. Some ways to do this include:
- Offering a discount: You could offer a discount on a future purchase, or entry into a contest, for customers who complete the survey. Imagine you run a clothing store. In that case, you might offer a 10% discount to customers who complete the survey.
- Offering a prize: Instead of (or in addition to) a discount, you could offer a prize, such as a gift card, for customers who complete the survey. Suppose you own a restaurant. In that case, you could offer a $25 gift card to customers who complete the survey.
- Offering something valuable: If you can’t offer a discount or prize, you could try offering something else of value, such as an e-book or whitepaper. For example, if you’re a consultant, you could offer a free hour of consultation to customers who complete the survey.
3. Send regular reminders
If you’re still not getting the email survey response rates you want, consider sending reminders to customers who haven’t yet completed the survey.
You could do this via email, text message, or even a push notification if you have an app. Just be sure not to be too intrusive—you don’t want to annoy your customers!
Here’s a sample email you could send with a more personalized subject line:
We’re just reaching out to remind you that we’d love to get your feedback on your recent purchase. If you could take a quick moment to fill out our current and future surveys, we would really appreciate it. Click the link below to get started.
Thank you for your time!
4. Clearly define the purpose of the NPS survey
It’s important to make it clear to customers what you’ll do with their feedback. Otherwise, they may be reluctant to take the time to fill out the survey. Be sure to let them know that their feedback will be used to improve your products and services.
Here is a one of the sample email survey templates you could send with personalized survey subject lines:
We’re reaching out to ask for your help. We’re constantly working to improve our products and services, and we would love to get your honest feedback. Your input will be used to make changes that will benefit all of our customers. Click the link below to take our survey.
Thank you for your time!
5. Thank your customers
Don’t forget to say thank you! Be sure to let customers know that you appreciate their more customer feedback. You could do this in the survey itself, or in a follow-up email or text message.
Here’s a sample email mobile survey template you could send:
Thank you so much for taking our survey. We really appreciate your feedback. We’ll use your input to make changes that will benefit all of our customers.
The team at XYZ Company
6. Analyze results from NPS surveys
After you’ve collected enough responses, it’s time to analyze the results. Look for patterns and trends in the data. Ask yourself questions like:
- What do customers like about your product?
- What do they not like?
- What are their pain points?
Use this information to make changes that will improve the customer experience.
7. Follow up with customers who don’t respond
Even if you do everything right, some customers will still fail to respond to your NPS survey. When this happens, it’s important to follow up with those inactive customers.
You can do this by sending them a personal email, giving them a call, or even reaching out to them on social media.
By following up, you’ll show your customers that you’re interested in their qualitative feedback and that you’re willing to go the extra mile to get it.
During your follow-up, be sure to thank the customer for their time and effort. Additionally, you should try to get more information about why they didn’t respond. Was it because they didn’t have time? Or maybe they didn’t understand the questions.
By getting this feedback, you can improve your NPS survey for future customers.
8. Use NPS data to improve your product or service
Your NPS survey is only as good as the actions you take with the personal data contact information. After all, the point of the survey is to improve your product or service. To do this, you need to take the time to analyze your NPS data and look for trends.
For example, let’s say you find that a lot of customers are giving you a low NPS score because they’re unhappy with your customer service. This is valuable information that you can use to improve your business.
Maybe you need to train your customer service representatives better or put more effort into resolving customer complaints.
Whatever the case may be, make sure you use your NPS data to improve your product or service. Otherwise, you’re not getting the full value out of the survey.
9. Promote your NPS score
Once you have a good NPS score, it’s important to promote it. This will show the particular customer groups that you’re proud of your score and that you’re constantly working to improve it.
There are a few ways to promote your NPS score. You can include it in your marketing materials, such as your website or NPS email footer signature. You can also mention it during sales calls or customer service interactions.
Whatever you do, make sure you’re promoting your NPS score in a positive light. This will show all your customers that you’re committed to providing them with a great experience.
10. Get feedback from your detractors
In addition to promoting your NPS score, it’s also important to capture feedback from your detractors. These are the customers who give you a low NPS score.
Getting feedback from your detractors is important because it can help you improve your business. They’re the ones who are unhappy with your product or service, so they’re the ones who have the most valuable feedback.
To get feedback from your detractors, reach out to them after they’ve taken your NPS survey. You can do this via NPS survey email, phone, or even in person. Thank them for their feedback and ask them what you can do to improve your product or service.
11. Respond to your detractors
Once you’ve received feedback from your detractors, it’s important to respond to it. This shows them that you’re taking their feedback seriously and that you’re committed to improving your business.
How you respond to your detractors will depend on the feedback you receive. Maybe you need to make a change to your product or service, or maybe you need to improve your customer service.
Whatever the case may be, make sure you take action based on their feedback.
12. Show your employees their impact
Your NPS score is only as good as your employees’ efforts. After all, they’re the ones who interact with your customers on a daily basis.
To keep your employees motivated, it’s important to show them how their efforts impact your NPS score. For example, you can give them access to your NPS data and let them see how their performance is impacting their score.
You can also give them rewards or bonuses based on your NPS score. This will show them that you’re serious about improving your score and that their efforts are appreciated.
13. Make NPS a part of your culture
To really improve your NPS score, you need to make it a part of your company culture. This means that everyone in your company should be focused on improving their score.
One way to do this is to make NPS a part of your employees’ performance reviews. This will show them that you’re serious about improving your NPS score and that their efforts are important.
You can also hold regular NPS meetings to discuss your score and how you can improve it. This will keep your employees focused on improving your NPS score and will help you come up with new strategies to improve it.
14. Set goals for your NPS score
To keep your employees motivated, it’s important to set goals for your NPS score. For example, you can set a goal to improve your score by 10 points within the next year.
Having tangible goals will show your employees that you’re serious about improving your NPS score and that their efforts are important. It will also help them stay focused on improving their score.
15. Promote your NPS score to customers
In addition to promoting your NPS score to your employees, it’s also important to promote it to your customers for increased customer loyalty. This will show them that you’re committed to providing them with a great experience.
There are a few ways to promote your net promoter score to your customers. You can include it in your marketing materials, such as your website and email signature. You can also mention it during sales calls and customer service interactions.
16. Use your NPS score to improve your business
Your NPS score is a valuable tool that you can use to improve your product or service. After all, it’s based on feedback from your customers.
Use your NPS score to identify areas where you need to make improvements. Maybe your customers are unhappy with your customer service, or maybe they’re having problems with your product.
Whatever the case may be, use their feedback to make changes to improve your business.
These are just a few ways to improve your NPS score. By following these tips, you can create a great experience for your unhappy customers and improve your business.
And as a result, you’ll see a higher NPS score. From there, it’s just a matter of continuing to improve your NPS score so you can reach your goals.
Improving your NPS score is important if you want to provide your customers with a great experience. There are a few ways to improve your net promoter score, such as promoting it, getting feedback from your detractors, and responding to their feedback.
You can also show your employees their impact on your net promoter score and make NPS a part of your company culture. Finally, set goals for your net promoter score, so your employees stay motivated.
If you follow these tips, you’ll be well on your way to improving your NPS score.
Want To Know More? Check Our FAQ Below!
What are average NPS survey response rates?
A good NPS response rate is one that is higher than the average NPS response rate. The average NPS response rate is 50%.
What response rate is acceptable?
The acceptable average survey response rate varies depending on the type of survey you’re sending out.
For example, a customer satisfaction survey should have a survey response rate of at least 50%. An NPS survey should have a survey response rate of at least 10%.
Is a 10% response rate good?
No, a 10% response rate is not considered good. In order to have a good chance of accurately measuring customer sentiment, you will need a minimum survey response rate of 20%.
However, the higher your NPS response rate, the more reliable your results will be.
Is a 20% response rate good?
A 20% NPS response rate is considered to be good. However, your goal should be to increase survey response rates so you can get more feedback from your survey customers.
Is 70% a good response rate?
A 70% response rate is considered to be good. However, it is important to note that NPS survey response rates will vary depending on the industry and the type of survey.
For example, transactional surveys that are sent out to target audience who have recently made a purchase are likely to have higher response rates than those sent to a general population.
It is also important to consider the quality of responses, as well as the quantity.
How do I increase my NPS response rate?
There are a few ways to increase your NPS response rate. You can promote your survey, make it easy to take, and follow up with those who take it.
You can also offer incentives to encourage people to take the survey.