Question

What tools do you use to get NPS scores or rate your customer service or experience in your emails?

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azanin's avatar
a year ago

My favorite tool is SurveyMonkey. But it really depends on the volume of customers you have.

SurveyMonkey allows you to record incomplete responses, but it's only important if you have lots of customers you survey (tens of thousands each month).

The reason why it's important on a scale is that to make NPS actionable, you need data about problem areas. On a small scale, you can ask for comments and easily analyze them. But if you have huge amount of responses, it's harder.

So instead, you would create follow up questions on different areas of user experience and would ask to rate them. But the survey becomes pretty big, and people tend to abandon it.

There are not so many tools out there that can still record incomplete responses - but surveymonkey can.

Let me know if you know any other tool that does that!

6 points
ryanstu's avatar
a year ago

I've been using Delighted for 5+ years and would highly recommend it. It is really easy to get up and running, has different pricing tiers, a solid UI to analyze the data - and most importantly - they have really well designed tools that get great response rates from end users.

They were acquired by Qualtrics a couple years ago so I've been curious to see if/how that impacts the product roadmap. They've spent a lot of their more recent efforts increasing the methods by which you can collect responses (beyond email) and adding additional standardized questions (beyond NPS) to their assortment.

5 points
Saas's avatar
@Saas (replying to @ryanstu )
a year ago

+1 on delighted. Super easy integration and offer the right feature set for their price

3 points
SethSamowitz's avatar
a year ago

AskNicely is a a tool designed for NPS surveys. We’ve been using it for several months now and are very happy with it.

3 points
Barrios's avatar
a year ago

Typeform has an NPS template that can be embedded in the email. With Google Analytics you can track the click in the email and have a proper report in a weekly or monthly basis.

3 points
cbrown's avatar
a year ago

Disclaimer: I'm a co-founder at Simplesat (https://www.simplesat.io/)

Our approach to customer surveys is: simple, useful, FUN!

Simplesat works best by embedding a survey in a helpdesk or email signature. We support CSAT (with fun smileys and animated thumbs) and NPS.

Here's an example of an NPS survey with some custom follow up questions: https://api.simplesat.io/api/rating/FSbIOsmF-gR454FxnB1YUA7AVrMW663ClI6WVaebVRw/?source=generic_embed

We're still very much a startup with an active roadmap. Let me know if anybody has any questions - I'd love to work with you! 🙏

3 points
maguay's avatar
a year ago

While not pure NPS scores, my team used to use Help Scout's built-in Satisfaction Ratings to get feedback on customer support tickets. That by default lets people choose from three options to say if the email solved their problem well, ok, or poorly (or with smiley faces for a more fun take on feedback)—and then lets them add notes to the end with reasons why the message helped or not.

The raw scores were only directionally helpful in seeing if you were generally doing better or worse at helping people through your support ticket answers, and even then an increase in negative scores often pointed more towards product problems or frustration with plan/pricing changes or other policy decisions than specific complaints about the actual support email. What was most insightful were the additional comments people added, as those helped you see which policy or bug or feature request was making people most frustrated—and which things the team did when people were most likely to add a positive rating and say thanks.

2 points
MuMat123-'s avatar
a year ago

Financial newsletter, Wallmine (think Morning Brew or Hustle for financial markets) uses Customer.Guru. From a reader's (user) perspective, I typically ignore NPS surveys but this particular email was too attractive to ignore. I went ahead and completed the survey and wanted to know the software. Good to see a lot of satisfied users of Delighted. Now I have something to compare against.

2 points
maguay's avatar
@maguay (replying to @MuMat123- )
a year ago

Interesting, what made customer.guru's surveys grab your attention? Just its design?

2 points
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