How to Create an NPS Survey 📊

hello everyone welcome to the clergy channel my name is marita i'm marketing manager and in this video we'll get to know how to run net promoter score survey on your website but before we start please make sure you subscribe to our channel so you won't miss our new videos so nps survey is a simple form as it aims at predicting whether customers are going to repurchase from the company or recommend it to somebody else like their friends colleagues or family nps surveys are actively used to measure customer satisfaction customer experience and loyalty to the brand

this makes nps surveys a must-have thing for every online stores it really cares about their customers and so i'm going to show you how can we create those this kind of form in our priority account so we need to open the account and go to forms and feedback tab and press build form here we'll see different kinds of form and we need to find net promoter score as i said this form measures one of the main metrics of customer loyalty so we press build form and we give it a name nps test one and we

are creating the form so the first step is form design we can adjust the form description it changes the header change the description we can add it as form elements like the buttons and also those titles here like the level um of customer satisfaction it can also be adjusted uh we can also change the message after submission and the style of the forum like the background the color and the color of the buttons everything can be adjusted based to your needs and based on your taste but the most important part of this form is of

course the message the question we're going to add here and i'm going to show you five examples of the questions that can be added to your npi survey so the first example how likely are you to recommend our company to a friend or click so this is probably the most common uh basic general question that will help us understand uh how likely are the customers to recommend us so very simple uh question next one how likely are you to recommend our product to a friend or company so we see that in this example we're asking

not about the company in general we are asking about the concrete product so this product here can be actually replaced with any concrete name of the product so for example we really want to hear an opinion about a concrete i don't know like concrete item on our website so we can uh write it here and ask the customers who bought this product to share their opinion um about this product next example how likely are you to recommend company to your friend or click based on your interaction with our support team so in this question we

want to hear the opinion about concrete experience on our website of course here again interaction with our support team can be replaced and changed to any kind of experience you want to ask about uh so this is basically um an example for the support but it can be a just exam and next example how likely are you to recommend our company or our product name to someone sharing the same interest so this question is uh more to study our target audience because if you if you're asking about a friend or a family those people might

not be our target audience so the person can um just click that he will not share he is not likely to um recommend this product to his family because they are not the target audience for this product so if your product really has a specific target audience it is better to build your question in in this form and ask about uh i recommend recommending this product to people with the same interests and the last example following the latest feature updates how likely are you to recommend our company product name to a friend or colleague so

this question um will work best for sas companies um that have like some updates and after those updates we want to hear the opinion of people we want to hear their thoughts and get to know if they like this uh those updates or not so those were the examples of questions but there is one more very interesting feature inside the nps form we can add an additional field uh where people can add their commands as their sorts it can be uh enabled by this toggle here the name of the command field so we can basically

add um [Music] like what we want to add as a question i will not write the whole question but um just to give you an idea so basically here we will be able to ask why is this person giving this score why this is useful because if for example a person is ranking you with 10 it means that this person liked everything and there is not that much to add but if someone is giving you a mark that is lower than six this means that there were some problems some some issues and you might want

to hear about them and you might want to know what happened why those people are uh disappointed with their experience so this is very useful and helpful thing and then we move to display rules as they are basically the same for all kinds of forms in deploring the account however for nps surveys you need to really pay a bit more attention to display rules because um this is not a good practice to show that nps survey for all customers because this question is based on the previous experience of those customers so we ask them to

share their thoughts and it doesn't make sense to ask those questions customers who are like first-time visitors on our website because they didn't have this experience so we need to use the traffic groups and add here only the user groups of the people who already bought something on our website in one of the previous videos i have been explaining how can we set up user groups um so basically we need we will need to do it in advance to create the user groups uh for people who already purchased something on our website and here while

creating as a form we will be able to choose this specific user group and in this way it will be a correct setup because if this pop-up nps survey will show up for the users who have just landed on our website for just exploring the products on our website so if they see this pop-up they will most likely close it and then in the stats we'll see a very high closing rate uh and this will be a wrong setup so you need to really pay attention to those user groups and make sure you um set

up the form correctly okay so uh the rest rules uh uh are up to you so we can also choose one word to show uh this form you can choose a forum placement and when ready you can successfully um activate your form and start gathering your customers feedback and your scores so i wish you luck and only good marks good ratings from your customers so thank you for watching this video and hope to see you in our next videos take care bye bye