Net Promoter Score (NPS) Survey

Net Promoter Score measures a customer’s overall experience on a 0-10 scale, allowing your business to determine customer contentment and predict business growth. You can read more about the basics of NPS surveys by clicking here.

Set up

Textline allows you to send your NPS surveys via text. To get started, click on the Survey tab at the top of your screen and head to NPS

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From there,  if this is your first NPS survey, you will be prompted to create a new one.  If it is not your first survey, you will see a list of existing NPS surveys and a link at the top right to create a New Survey.

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When creating a survey, Step 1 will have you name your survey (useful if you intend to create more than one NPS survey).  If this is your first survey (NPS or CSAT), you will be asked to enter an area code to set up a new survey department.  You will also be prompted to set the survey frequency limiter, which restricts how often you can send the survey to an individual contact.

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Next you will be prompted to enter in the information to personalize your survey:

  • Intro: Optional first sentence to lead into your survey question. [Eg: Thank you for your business!]
  • Company or Product name: The business name or product name for which you are requesting a rating.
  • Include opt out message: Optional. Checking the box will automatically send "Reply STOP to opt out" to your customer immediately following the first message. 
  • Final Message: Optional last message that you can send after the score and feedback has been received. You can choose to send the same message to all participants or check the box for Variable Responses to respond differently to Promoters, Passives, and Detractors (more info below).

Click Save when you are ready to proceed. This will not send your survey yet.

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Different messages based on score

If you'd like, you can choose to differentiate the final messages your participants receive based on whether they scored as Promoters (9-10), Passives (7-8), or Detractors (0-6).  This is configured using our Variable Responses checkbox.  For example:

Promoters: Thank you for your feedback! We appreciate it, and we'd love if you could take a moment to review us in the app store: www.weloveappreviews.com

Passives: Thank you for your feedback! If there's anything specific we can do to help, please feel free to reach out to our main support line at (555) 555-5555.

Detractors: Thank you for your feedback - we're sorry to hear that we're not meeting your needs! Someone from our Customer Service team will be reaching out shortly to help address your concerns. 

 

Send Survey

Manually

When you want to send a survey, select the Send NPS tab in the left menu. Here, you can enter recipients individually, select contacts from your Textline Address Book, send to contacts with a particular tag, select a CSV of names and phone numbers to upload, or use a Saved Search.

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Click Send when you're ready to send the survey. 

Conversation Dashboard

When having a conversation with a Contact, you can send a survey from the Conversation Dashboard by opening up the Sidebar and switching to the Survey tab. On this page, you can view the most recent survey results as well as send a new survey to that Contact.

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Viewing your responses

For an overview of your NPS responses, head to the Results tab. This section will break down the number of promoters, passives, and detractors overall and by survey tag (if using), as well as indicating your response and completion rates, and of course, your current NPS score.

You can export your data to a CSV by clicking the download icon. This will export all data for the selected date range, which you can update by clicking on the date buttons.

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To view each response individually, click on the Responses tab. You can see each individual score and response and when you click on the carrot to the left of the contact’s name will expand the row to show more details and tag the response, if you'd like. Clicking Reply to the right of the row will open a menu to select a Department that you would like to start a Conversation in your Textline dashboard with the contact, allowing you to respond directly to them if you'd like.

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Watch the tutorial video on Understanding & Using NPS here.

 

Please note: Surveys are available for customers on the Standard Plan and above.

 

We hope this article helps!  If you have any questions or comments, please reach out to Textline support at +1 (415) 849-4349 or support@textline.com

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