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How to Send and Manage Net Promotor Score (NPS) Style Surveys

← Surveys

BizRatings NPS-style Surveys 


A Net Promoter Score survey (NPS) is a specific customer experience metric targeted to your customer VIPs/Decision Maker contacts that ask a specific question: how likely they are to recommend a company, product, or service to a friend or colleague on a scale of 0 to 10. Learn more about how NPS is calculated here. The data collected empowers companies to gauge customer loyalty and identify areas for improvement based on their responses and hone service provisioning/workflow specific to your customer feedback. Typically the NPS survey is a single-question survey used to quickly assess overall customer sentiment and potential for positive word-of-mouth referrals.NPS surveys are one of the easiest ways to collect feedback from decision maker/VIP contacts because you are reaching them directly vs. waiting on public page reviews. The NPS/Standard CSAT survey type also supports our Google Review Feature. 

Permissions requirements: For all NPS surveys, BizRatings Administrators have full rights to add/edit/delete NPS Surveys and results. For NPS surveys populated by CW tagged Contacts, Account Managers - access to Survey Accountability Tracker, which displays NPS results for specific account managers assigned as CW Team Members in CW contacts.

Section 1. Setting up your NPS Survey 


1) Login to your Bizratings Account > Company Profile > Expand your Company Listing > Client Surveys > Survey Management 


  

2) Click Create+ to enter the setup for a new Client Survey 


In the resulting "Create New Client Survey Window," customize survey email and survey landing page settings as follows.  

  1. Survey Title  - Enter a unique name for this Survey so you can easily distinguish it from other surveys in the Survey Management window.  Ex: 2023 Jan Q4 NPS NJ-NY Region
  2. Main question - populate with the main purpose of the survey, this will appear in the body of the survey email template, as shown. Some standard questions are: How was our service? Tell us how we are doing?  How has your recent experience been?  
  3. Survey Email Subject - This will populate the subject line the survey email sent to recipients. 
  4. Label for Low Score End - Customize the label displayed at the low end of the grading scale, which appears just under the scoring face images. These labels appear on the survey email and the survey landing page.  
  5. Label for High Score End -  Customize the label displayed at the high end of the grading scale, which appears just under the scoring face images. These labels appear on the survey email and the survey landing page.  
  6. Auto Approval Score - This field sets the numerical score threshold that BizRatings will use to automatically approve and publish a review for posting to your BizRatings' public company profile page. For instance, if you set the Auto Approval Score to 9, any review received with a 9 or higher will be automatically posted to the BizRatings' public profile for your company.  If you choose to approve reviews manually on your own, please select the Manual Approval option. 
  7. Questions included - To setup additional questions for a survey, switch the toggle to Yes and you will be prompted customize supplemental questions in the setup wizard of this survey. Additional questions will appear on the survey landing page, just under the main question prompt. 
  8. Survey Email Custom Message - For survey emails sent to recipients, you may customize a message to appear just below the main question. If this field is left blank, no message will appear above the default message of "Did you know that we constantly learn from your feedback to get better? Helkp us improve and maintain our highest levels of service by taking a few seconds to tell us how we are doing." 
  9. Survey Comment Message - On the survey landing page customize the helper text or the placeholder text for the Comments field here. 

  Edit Survey > Settings that apply to the Survey Email Layout
  • Survey Title  - Enter a unique name for this Survey so you can easily distinguish it from other surveys in the Survey Management window. Ex: 2023 Jan Q4 NPS NJ-NY Region
  • Main question - populate with the main purpose of the survey, this will appear in the body of the survey email template, as shown. Some standard questions are: How was our service? Tell us how we are doing?  How has your recent experience been? 
  • Survey Email Subject - This will populate the subject line the survey email sent to recipients.
  • Label for Low Score End - Customize the label displayed at the low end of the grading scale, which appears just under the scoring face images. These labels appear on the survey email and the survey landing page.  
  • Label for High Score End - Customize the label displayed at the high end of the grading scale, which appears just under the scoring face images. These labels appear on the survey email and the survey landing page.  
  • Survey Email Custom Message - For survey emails sent to recipients, you may customize a message to appear just below the main question. If this field is left blank, no message will appear above the default message of "Did you know that we constantly learn from your feedback to get better? Helkp us improve and maintain our highest levels of service by taking a few seconds to tell us how we are doing."


Edit Survey > Settings that  apply to the Survey Landing Page Layout
  • Label for Low Score End - Customize the label displayed at the low end of the grading scale, which appears just under the scoring face images. These labels appear on the survey email and the survey landing page.
  • Label for High Score End - Customize the label displayed at the high end of the grading scale, which appears just under the scoring face images. These labels appear on the survey email and the survey landing page.
  • Questions included - To setup additional questions for a survey, switch the toggle to Yes and you will be prompted customize supplemental questions in the setup wizard of this survey. Additional questions will appear on the survey landing page, just under the main question prompt.
  • Survey Comment Message - On the survey landing page customize the helper text or the placeholder text for the Comments field here. 



3) Setting up your NPSSurvey Questions 

You will start with our 5 default questions which you may edit/remove by either clicking the edit icon or clicking “Remove Question”. To include additional Questions, click New Question and follow on-screen prompts. 


To create a new question, just press New Question and enter in the question and question type you would like:


Section 2. Adding recipients to your survey


There are multiple ways to populate your NPS survey recipients list: 

  • Add Recipients Manually - Enter recipients manually via setup wizard 
  • Import from Addressbook - Import Contacts from pre-existing BizRatings Addressbook
  • Copy from Another Survey - Select recipients from a pre-existing BizRatings NPS survey
  • CW API Contacts - Pull CW Contacts live from your connected CW database, this option allows you to filter recipients by CW Contact "tag" field


2.5.1. Add Recipients Manually - Enter your recipients as comma separated values with field names specified by the wizard: Email Address, First Name, Last Name, Business Name and Phone in respective order

2.5.2. Import from Addressbook - Select survey recipients from the BizRatings Addressbook The
You may also "Search From" any distribution lists you have setup. You can also add new contacts individually or import contacts from a CSV. 


2.5.3 Copy from Another Survey - Select recipients from a pre-existing BizRatings NPS survey



2.5.4 CW API Contacts - Pull CW Contacts live from your connected CW database, this option allows you to filter recipients by CW Contact "tag" field. Note:  BizRatings has read-only access to CW data. Therefore, CW API Contact data is populated live from your CW instance. Any and all contact information updates should be done in CW. Once the contact edits are complete, then repopulate the NPS survey recipients with CW API Contacts to refresh the data. 



To remove recipients in bulk from any recipient list, select the Batch Remove Receipients.  Note that once the survey has been sent, you cannot remove a recipient. 

Section 3. Scheduling/Sending your NPS Survey 

Once your survey recipients have been populated, the final step is to schedule and send your NPS survey. Follow on-screen instructions to: 
  • Base Date - The date you wish to send your survey 
  • Base Time/Time Zone - Set the start time and time zone for your scheduled survey
  • Survey Reminders - Set the notification frequency for BizRatings survey reminders/follow ups 
  • Survey notification groups - Specify email recipients to receive NPS survey response notifications
  • Survey Send History - Log of survey send activity 
  • Edit Recipients - Review/edit recipient list before survey send
  • Send a Test -  Preview the NPS survey email by sending a test to a specified group of email recipients

Section 4. Viewing NPS Results 

NPS surveys results are shown via:
 
  1. Reporting Dashboard - There are two versions of the Reporting Dashboard.  One for companies that have multiple BizRatings companies/locations and another view for companies that a single BizRatings company location.
  2. Survey Responses - Itemization of each NPS survey response
  3. Survey Acc. Tracker - Survey Accountability Tracker, robust NPS results management tool that displays NPS results by CW Team Members assigned to Contacts. The tool also accomodates bulk survey reminder for unanswered surveys, score reset, and NPS survey URL copy for cases where your team wishes to send NPS survey URLS outside of the Bizratings email client. The tracker also reflects source IP of survey respondent. 
4.1 Reporting Dashboard 
 
4.1.1 If you have multiple companies setup in your BizRatings account, you will have a multiple company/location dashboard providing an overview comparison for multiple location NPS data.  This includes: 
  • Customizable Time Period focus
  • Average NPS metrics and response rate drilldown data
  • NPS Sentiment Analysis 
  • Top 10 Promoters and At Risk Passive-Detractors specific to time period focus
  • Survey Engagement comparison by Location
  • NPS Score comparison by Location
  • Average score and NPS response rate comparison by location
  • Sentiment Analysis comparison by Location  


4.1.1b For Single company/location setups - Data visualization dashboard includes:
  • Customizable Time Period focus
  • Average NPS metrics and response rate drilldown data
  • NPS Sentiment Analysis
  • Top 10 Promoters and At Risk Passive-Detractors specific to time period focus



 4.2  Survey Responses - View results via an temization of each NPS survey response
  • NPS survey results itemized for specific review
  • Click View to see invidividual survey responses across all NPS survey runs
  • Filter reviews by Keyword and Time Focus
  • Export results as CSV
  • For companies with multiple BizRatings locations NPS survey results across all locations will be itemized in 1 list by clicking Consolidated View 



4.3 Survey Acc. Tracker - The Survey Accountability Tracker is a robust NPS results management tool that displays NPS results by CW Team Members assigned to Contacts. The tool includes: 
  • Bulk survey reminder for unanswered surveys
  • Score reset to accomodate cases of respondent entry error 
  • NPS survey URL copy for cases where your team wishes to send NPS survey URLS outside of the Bizratings email client
  • Source IP tracking for each survey respondent
  • Overall response rate 
  • Response rate drilldown by assigned CW Team Member for NPS surveys sent to CW Contact synced via API
  • Survey Result Export to CSV