How to Send a Customer Satisfaction Survey (NPS) using Voodoo Templates

4. May 2017

Voodoo now includes a Customer Satisfaction email template in our Business Builder accounts. It's called the Net Promotoer Score (NPS) Survey. This type of survey allows you to score the quality of relationships you have with your customers. With these templates you can launch a survey to your customers in just a few minutes.  

There are 3 parts to a customer satisfaction survey in Voodoo:

  1. The survey form that customers submit with their numerical rating and comments
  2. The email template that is sent to customers, containing a link to the survey
  3. The contact lists that store and categorize your contacts according to their response


The Net Promoter Survey Template
Your Net Promoter Survey Template is located in My Surveys.


Voodoo NPS Survey Template

IMPORTANT:  Access the Submission Settings tab and update the email address where you want to receive notifications. Don't worry, all submission results will be stored with each contact record, but it's often helpful to receive an email notification, too. 

Update Email

The Email Template
The Customer Satisfaction Email template is located in Customize Emails > NPS Survey Template Folder > Customer Satisfaction Survey.


Voodoo NPS Email Template

Your NPS Contact Lists
The resulting contact lists are located in My Contacts > Net Promote Survey Results > 3 lists labeled Promoters, Passives and Detractors


Voodoo NPS Contact Lists

The email you send out will link to the survey. Each time a contact responds to the survey, they are added to 1 of the 3 contact lists based on the score they give you. You can use these contact lists to reward promoters, fire up passives and remedy detractors. For example, it's often surprisingly effective to send an email to all Promoters asking for customer referrals. 

If you want to check the response of a specific contact, search for the contact in My Contacts, then click the Edit link (pencil icon) and finally, click the Survey Responses tab. 


Contact Record Survey Results

If you currently do not have the survey functionality enabled in your account, and you wish to upgrade, contact support@voodooviral.com.

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Measure Customer Loyalty with Net Promoter Score

4. May 2017

Do you know how your customers feel about your company and brand? Customer satisfaction surveys are essential to optimizing customer service. At Voodoo, we've seen (and used) many different types of surveys to help businesses gauge customer service performance. One type of survey we always recommend is the Net Promoter Score or NPS Survey. This survey allows you to "score" the quality of your customer relationships usign a standardized measure. 

According to www.netpromoterscore.com, "Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round."

With NPS, you simply survey your customers with one primary question, like this: 

On a scale of zero to 10, with 10 being highest, what’s the likelihood that you would recommend us (our company) to a friend or colleague?


NPS Survey

If a customer scores you as a 9 or a 10, they are promoters. These are customers that are extremely likely to recommend, and even promote your company — your most loyal customers. 

If a customer scores you as a 7 or an 8, they are passive. These customers either haven't really decided how they feel about you, are indifferent, or they just don't care.

If a customer scores 6 or lower, they are a detractor. These are unhappy customers who will give you bad word-of-mouth.

It's also a best practice to add an open-ended question to solicit general feedback. This gives  survey respondents an opportunity to elaborate on the score they gave your company.

Additional Feedback

To determine your overall official NPS score, using the results from the individual surveys, you take the percentage of promoters and subtract the percentage of detractors. That number is your Net Promoter Score. 


Because scores vary widely by industry, you should check benchmarks for your specific industry vertical. npsbenchmarks.com is a useful resource. 

Voodoo offers a Customer Satisfaction (NPS) Email Template to all Business Builder users who have our Survey functionality. You should also have a folder with contact lists added to keep track of your survey responses. To get started with sending an NPS survey to your customers, read our blog post How to Send a Customer Satisfaction Survey (NPS) using Voodoo Templates.


Additional Resources:
https://www.npsbenchmarks.com/
https://www.netpromoter.com/

If you currently do not have the survey functionality enabled in your account, and you wish to upgrade, contact support@voodooviral.com.


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