@kchan38 If your startup has limited budget or a smaller customer base, I'd consider Delighted to manage NPS. Easy to use and light weight. Also integrates with a lot of the typical tools.
Using SurveyMonkey for CSAT is my go-to but it can get expensive for a startup if you have a lot of seats.
Your CRM may have health scores built in. If it doesn't, Totango is a great customer success-centric CRM for startups.
@ianwelles With NPS and CSAT responses, I've always hovered around 25-30% response rate. You might reconsider the channel and what is triggering the NPS send. Could tie it to a scheduled cadence or tie it to a particular interaction like a QBR.
In-app surveying can offer some helpful feedback, mostly product feature / functionality / ease of use related. However, the limitations of having a 1 or 2 question survey mean you'll likely miss out on important insights related to the service / support experience, perceptions about price / value / ROI, key drivers of overall satisfaction and frustration, etc. Most of our SaaS clients gather some feedback in-app, ➡️ in addition to ⬅️ fielding a "Relationship" survey via email, typically every 6 months.
Also, surveying only in-app runs the risk of excluding important contacts who don't use the software / application. You'll get user feedback in-app but may miss out on feedback from budget holders / decision makers / champions.
If you're getting very low response rates for your online surveys, it typically indicates that something is wrong - with the way the surveys are sent, the communication used, the relationships with customers, the design of the survey, etc. etc.
Finally, I'd also advise against using a free or very inexpensive survey tool. Customers can see that you're using the free version of SurveyMonkey (for example) and it can send a message that you're not truly invested in VoC. You may not need a $30k survey software license, but there are fantastic tools for just $5k to $10k per year that have a ton of functionality (for example, see https://waypointgroup.org/topbox/)
From what I've seen in the past, try and keep the survey as "in product" as possible. My company uses Wootric.
By that I mean, make it a small popup in your product, rather than an email blast to X number of people. That way even if the response % is low (and it will be), you can collect the responses with minimal effort and then act on the comments/scores. You can also set it up to survey people every X number of days.
If you're just starting you should try and use a cheap or even free tool, because the bigger tools are very expensive and might give you too much when all you really want is "do you like our tool, rate us 1-10".
The most important thing is to think about the customer journey, and WHEN they should be receiving these surveys. Sending is straight after purchase will give you a high score (great) but might not be useful (because everyone is happy after getting something new).
My suggestion would be
Related to this NPS setup question I am curious what others consider the threshold number of customers and customer contacts is enough to yield meaningful response data to an NPS survey.
We recently sent out our first NPS survey to about 400 contacts at 170 customers. We got 14 responses. I don't feel like this is really a statistically relevant sample size to judge how our team is performing.
The positive is that with so few responses we could start a conversation with each respondent. The promoters became candidate for referrals and case studies. The non-responders, passives, and detractors went straight into a reengagement and success planning programme.
