NPS survey template

Aarif Nakhwa

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

Matt Smith

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

Anita Toth

@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.

Steve Bernstein

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 Feedback: https://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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Original Message:
Sent: 10-14-2020 13:08
From: Anita Toth
Subject: NPS survey template

@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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Original Message:
Sent: 10-11-2020 03:57
From: Aarif Nakhwa
Subject: NPS survey template

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




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Aarif Nakhwa.
CSM Lead | IIM alumni
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