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Customer feedback is critical for businesses as it unlocks valuable insights for them.
After all, you need to know where you fail to meet their expectations so that you can tweak your product and strategy accordingly.
Over the years, NPS email surveys have become the most popular means of gathering customer feedback.
However, you cannot just drop them an email and expect them to reply to get genuine inputs.
There is much more that you need to do for getting accurate feedback and ensuring that they reply in the first place.
The response is perhaps the biggest challenge because people often ignore the surveys.
Here are some tips that can help you make your NPS surveys more effective.
Stick to the NPS format
Basically, NPS measures the number of promoters, passives, and detractors for your brand.
It is based on a single question that asks them about their likelihood of recommending your product to their friends and colleagues.
If you want to get the best results with your survey, stick to this format. This improves your chances of getting a genuine response from the respondents.
Brand your survey
While you should stick to the recommended NPS format for designing the survey email, brand it to match your image.
This means that your email should replicate your brand’s image with the use of apt colors, tone of voice and your logo as well.
The idea is to make it instantly recognizable so that the respondent is able to associate it with your brand.
Personalize the email
If you really want to make your NPS email survey successful in terms of response rate and accuracy, personalize the emails.
To start with, address the recipient by name rather than shooting a generic email to everyone.
A personalized approach makes the customer feel connected and serves as a motivating factor to respond to the survey.
The frequency of the mails is another factor that has an impact on the response rate of the survey.
You should not bombard them with emails and neither should be too inconsistent.
Ideally, you should send quarterly NPS emails to your clients for the best results.
A quarterly cycle ensures a good response rate and also gives you regular feedback that you may use to realign your strategy.
Send a reminder
Scheduling the emails at optimal intervals can do the trick but emails still get lost in 24 hours.
There are chances that the respondents may miss them even unintentionally.
The best way to address this concern is by sending a reminder email in case they miss responding to the first one.
When you do so, be gentle in your approach to increase the chances of a response.
Make it mobile-friendly
Since customers are more likely to see and respond to the survey on their mobile devices, ensure that it is mobile friendly.
A glitch-free experience across all the devices is what boosts your chances of getting a response.
When you design your NPS survey, the first thing you need to do is to ensure that the email is mobile-responsive.
A/B test your emails
Getting a response for your NPS email survey is just hit and trial. They may respond and they may not.
Everything depends on how engaging your email is and how likely it is to drive the customer to respond.
The best approach would be to find a perfect formula for designing the emails. Try creating different versions and A/B test them to find the one that works well.
If you have been constantly experiencing low response rates for your surveys, offer incentives to the respondents to entice them to complete the survey.
Give them a special offer or discount coupon to incentivize the response. Beyond just getting you better response rates, incentives can increase your conversions as well.
Don’t ask for more than you can handle
Another advice is to limit the number of emails to only as much as you can handle.
After all, everyone who gives feedback would expect you to read and respond.
Not doing so will rather have a negative impact and defeat the objective of the survey itself.
Say thanks for the response
A final step for assuring success for your NPS surveys to thank the respondents who have filled it.
After all, these are the people you would want to approach again for getting feedback. Moreover, thanking them fosters good relationships in the long run.
Following these tips can make a great difference to the response rates of your surveys and also get you the most accurate and genuine feedback from the respondents.