How to send your NPS survey?

The Net Promoter Score (NPS) survey is a powerful tool to measure customer satisfaction and loyalty. Follow these steps to enable the NPS survey in Customerly and maximize its effectiveness.

1. Navigate to NPS Settings

• Go to the Project Settings in your Customerly dashboard.

• Click on Feedback and select Net Promoter Score.

2. Set Up Your Audience

• Under the Audience tab, choose the group you want to target.

• Apply filters as needed. For example, you can filter by “Active last 30 days” or “10+ sessions.”

• Save your audience selection.

3. Configure Delivery Settings

• Switch to the Delivery tab to define how and when the survey is sent.

Channels: Choose one or both of the following:

• Email

• Live Chat

Delivery Days and Time Window:

• Select the days you want surveys to be sent (e.g., Monday–Friday).

• Set a time window, such as 9:00 AM to 5:00 PM (local project time zone).

• Frequency: Decide how often the same contact should receive the NPS survey (e.g., every 6 months).

4. Activate Promoter Redirection

• To gather more reviews, enable Promoter Redirection:

• Redirect contacts who score 9 or 10 on the survey to a review service.

• Add the URL of the review platform (e.g., Trustpilot).

5. Enable the NPS Survey

• Toggle the NPS feature to Enabled in the top-right corner.

• Click Save Changes to activate your NPS survey.

Additional Tips

Preview the NPS Email

Click “Send NPS preview email” to review the survey before it goes live.

Analyze NPS Results

Visit the Insights section to view NPS scores, vote distributions, and feedback. Use the AI summarization tool to identify trends in customer responses.

By following these steps, you can efficiently enable and customize the NPS survey to gather valuable customer insights and improve overall satisfaction.