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NPS how often

  • 23 February 2021
  • 4 replies
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Hi,  How often should you send out an NPs survey?    

1- spread thru the year with x number each quarter

2- all customers twice a year

 

Any help is appreciated!

 

Deb

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Best answer by bradley 23 February 2021, 18:25

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Jef Vanlaer
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We are sending our NPS surveys in-app via Gainsight PX. The targeting allows us to send users a first survey 30 days after their signup date and then repeat the survey every 3 months. This way, we receive NPS responses from all our customers on a monthly basis and can quickly react when the scores are trending downward/upward or on the basis of the comments.

heather_hansen
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We currently send twice a year, but we alternate quarters based on the customers renewal date. So, if their renewal date falls in Q4, we would survey them for Q1 and Q3.  If their renewal date is in Q3, we would survey them in Q2 and Q4.

bradley
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@drich152 sort of depends on what you’re after.

 

  • If you want to capture customer sentiment at a specific and consistent point in their journey, then @Jef Vanlaer has a good recommendation on how to do this. This also means you’ll get more frequent data points if your customers can sign up on a rolling basis, you could be sending out surveys every day.
  • If you want to capture customer sentiment at a regular cadence throughout the year, @heather_hansen has a good recommendation on how to do this. This means you’ll be sending out fewer surveys (likely 1 per quarter, or one per month depending on how you aggregate renewal dates). You will have data coming in less frequently, but it may suit your analysis needs better, and give you a more “stable” NPS temperature check at regular points throughout the year.

 

There isn’t really a right or wrong way, but consider how many surveys and communications you’re sending to your customers as well. And consider how long your survey is. Is it a true, short NPS survey? Or are you also asking product and support experience questions as well?

 

Some questions you might want to ask yourself:

  • How frequently do you want to receive responses?
  • Can you handle that frequency/volume?
  • What do you plan to do with the results? Is it just for the number or will you action feedback?
  • What will allow you to action feedback the best in your org currently, or how likely is it to change if it needs to?
sai_ram
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Userlevel 7
Badge +1

@drich152 sort of depends on what you’re after.

 

  • If you want to capture customer sentiment at a specific and consistent point in their journey, then @Jef Vanlaer has a good recommendation on how to do this. This also means you’ll get more frequent data points if your customers can sign up on a rolling basis, you could be sending out surveys every day.
  • If you want to capture customer sentiment at a regular cadence throughout the year, @heather_hansen has a good recommendation on how to do this. This means you’ll be sending out fewer surveys (likely 1 per quarter, or one per month depending on how you aggregate renewal dates). You will have data coming in less frequently, but it may suit your analysis needs better, and give you a more “stable” NPS temperature check at regular points throughout the year.

 

There isn’t really a right or wrong way, but consider how many surveys and communications you’re sending to your customers as well. And consider how long your survey is. Is it a true, short NPS survey? Or are you also asking product and support experience questions as well?

 

Some questions you might want to ask yourself:

  • How frequently do you want to receive responses?
  • Can you handle that frequency/volume?
  • What do you plan to do with the results? Is it just for the number or will you action feedback?
  • What will allow you to action feedback the best in your org currently, or how likely is it to change if it needs to?

@drich152 did you get a chance to go through the comments here? 

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