What is an NPS Survey?
NPS stands for Net Promoter Score. It is a methodology for collecting customer feedback, and you can read more about it in this article.
An NPS Survey is a survey sent to your customers usually after they have made a purchase and it has been delivered to them. The purpose is to find out whether your customer would recommend you and / or your services to other people, and collect feedback for improvement.
The NPS question has eleven choices for answers: a scale from 0 to 10, and based on the given score, customers are divided into 3 categories of respondents:
- Customers who choose any option from 0 to 6, including, are referred to as Detractors, meaning that they will definitely not recommend you;
- Customers who choose 7 or 8 are referred to as Passives – it is not sure whether they would recommend you or not;
- Customers who choose 9 or 10 are Promoters and they will most probably recommend you and your services to others, maybe even becoming brand ambassadors. Promoters are a business’ best advertising method – and the cheapest, too!
Also, in order to better understand your customers, you need detailed feedback, so besides the general NPS question, you can also add some other questions which might reveal important aspects to improve their experience with your business.
To sum up, an NPS Survey is a survey sent to your customers after their purchase experience is complete (they received the goods), to evaluate their impression.
In order to have accurate feedback, it would be best to only accept fresh responses (accept customer’s answers only in a certain timeframe).
What is an NPS-Pre Survey?
A Pre-Delivery NPS Survey (or “NPS-Pre”, in our terminology) is just like an NPS Survey, but feedback is collected immediately after the order was placed, when the customer has reached the Thank You page of your website.
Just like in the case of the NPS Survey, an NPS question type is addressed to the customer in order to check if he / she would recommend your business to others, but excluding the delivery process and including only the shopping experience on the website.
Integration between Reveal and Explore
First, get your NPS Checklist from here to keep tracking of your to-do steps and get you started!
In order to use the NPS feature automatically, you need to integrate your Reveal account with your Explore account, as Omniconvert Explore is the application which will display the Survey within your website, and collect the feedback.
Log into your Explore account and go to Website menu > Integrations.
Copy the connection string for the Reveal integration from the Integrations page by clicking on the “Copy Code” button.
Log into your Reveal account and go to Store settings > Integrations > Omniconvert Explore Settings > Click on the pencil to configure.
Paste the previously copied connection string in the Connection String field and save your settings by clicking on the “Connect” button.
A successful confirmation message will appear on the screen:
At this point, the Post-Delivery NPS survey has been created in Omniconvert Explore (named “NPS”) and the NPS Survey ID – Post-delivery field has been pre-filled in Reveal Settings > NPS section > NPS > Edit with the ID of the survey created automatically in Omniconvert Explore.
Next, go to Store settings > NPS section > NPS > Click on the pencil, to check if the settings match your needs and to provide the mandatory information.
For more information on what needs to be filled in, check NPS Settings & Integrations section of the article.
Customizing my Survey: Changing Texts & Adding Questions
Prerequisites for the NPS Survey to Work Correctly
There are some conditions to make sure that your survey will be sent correctly and will function as expected.
First of all, it is important to make sure that the first question is the hidden question containing the NPS invitation unique, for NPS surveys sent via email, and the order number extracted from the thank you page, for Pre-Delivery NPS. So, if you decide to add more questions or edit anything, bear in mind that the hidden question must be the first one and it shouldn’t be edited.
The next question should be the NPS question type as it represents the scope of the survey and it is also previewed in the email. Please keep in mind that it is mandatory to have only one NPS question type in the entire survey. If you need to use more than one to evaluate separately different aspects, please use the unique choice question type or the scale question type.
What Question Types Can I Add to my NPS and NPS-Pre Surveys?
Below you will find how to get to the edit section of your survey, add questions and change their order.
Log into your Explore account and select Surveys from the sidebar menu.
If you have used the surveys in Explore before, you might have multiple surveys, so you need to check which survey you need to edit and for this you need to check in Reveal the Survey ID in Store settings > General > NPS section > NPS > Pencil Button.
Copy the survey ID from field NPS Survey ID – Pre-Delivery or NPS Survey ID – Post-Delivery, depending on which you need to change:
Paste the ID in the search box and click on the search icon. The survey matching the search criteria will be returned.
Click on the “Edit” icon to begin editing your survey.
You can add a new question by clicking on the “New question” button.
Name your question, select its type and label your answers (depending on which question type you select), then click “Save”.
Note: From the “Answer type” dropdown, you can choose anything except for
– Net Promoter Score type (as explained earlier, only one question with NPS type is allowed per survey)
– Grid type (this type of question is not currently supported in Reveal).
If you need to rearrange your questions, all you have to do is move them using the arrows next to each question, but please check the “Prerequisites for the NPS Survey to work correctly” before doing so.
If you are done with the changes for the survey, click on the top right corner red button and update your survey.
How Can I Change the Design on the Survey?
You can change the design of the survey by manually picking a color scheme from the “Appearance” tab of the Edit Survey section:
If you are comfortable with writing CSS code, you can edit the survey from the Appearance tab > Advanced CSS, provided you use the CSS selectors from this article.
NPS Settings & Integrations
To set up your account and get ready for sending NPS Invitations, there are a couple of steps that need to be followed.
Log into your Reveal account and go to Store settings > General > NPS section > NPS > Pencil Button.
As you can notice, some fields are already pre-filled with some default values, while others require your input. Next to each field there is an info icon which will provide you with a short description for each field.
Please make sure you have filled in all the required fields (marked with *).
Even though the Sending Contact Email is not a required field, we recommend you to fill it in with the email address of the person in charge of NPS invitations campaigns. An NPS email will be sent each time an NPS campaign runs (daily), so they will be able to check if there are any errors while sending NPS invitations to your customers and also check the email content sent daily.
You can add tracking (UTM) parameters to your Redirect URLs, in order to facilitate a better tracking, by pasting the URL with the parameters included within the URL fields directly:
- Valid NPS – Redirect URL
- Consumed NPS – Redirect URL
- Expired NPS – Redirect URL
You can use one of our integrations: Klaviyo or SendGrid.
For more information related to how to set up your integrations, visit the corresponding article:
Don’t forget to change the email template to accommodate your brand design and communication tone-of-voice.
After you have completed all the NPS related settings, and the template is also complete, you must enable the module, by choosing “Enable” for NPS Sending Enabled.
If you wish to send the NPS Invitations manually or if you want to temporary pause the automated sending, choose value “Disabled”.
Set the time of the day when to send the email invitations to your customers in the Scheduled Sending Time field. This is expressed in the timezone you have set in Shop menu > Settings > General Settings > Timezone Offset.
After making sure you have provided all the required information, save your setting by clicking the “Save” button at the bottom of the page.
Downloading the NPS Responses & NPS Pre-Responses
You can download your NPS Responses and NPS Pre-Responses from the Reveal interface by following these steps:
Navigate to the Customer Experience section from the sidebar menu and choose the type of NPS charts you wish to see (NPS Post-Delivery / NPS Pre-Delivery) from the dropdown in the header, on the left side – Post-delivery NPS is the preset display.
Click on the “See All” button on top right corner.
In the NPS Responses / NPS Pre-Responses listing page, click on “Export” button:
Done! Now you will have in a csv file with all of your customers that are related to the period selected and that responded to the Post-delivery NPS or to the Pre-Delivery. For those who answered both NPSs you can even compare each of their answer and see if it’s room for improvement or how to make them stick longer to you. Good luck!