In this blog post, Urszula Niepewna from Startquestion<\/a> goes over how to do so.<\/p>\n <\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n The strongest method you can use to get feedback for your business is an online survey. <\/span><\/p>\n Asking for feedback is, of course, the first and simplest step. The actual challenge, whether sending customers or employers a survey, is getting them to participate. <\/span><\/p>\n At Startquestion, we provide software to small, medium, and large enterprise companies in multiple sectors to facilitate customer surveys, so we are in a unique position to share our expertise in the industry and show you exactly how to improve survey response rates. <\/span><\/p>\n This article will show you:<\/span><\/p>\n We believe the finest way for you to learn is by demonstrating our success, so we\u2019ll share our experience with you and show you how <\/span>our response rate of 5% improved to almost 15%<\/b>\u00a0in a quarterly Net Promoter Score survey campaign emailed to customers.<\/span><\/p>\n The <\/span>NPS survey<\/span><\/a>\u00a0is, hands down, our most popular product for customers, helping businesses assess the effectiveness of their customer relationship management team and reveal the potential for increasing the loyalty of their customers. <\/span><\/p>\n Conducting NPS surveys is not complicated. We offer proprietary, carefully crafted NPS questions, which you can incorporate into any survey. These are examples of NPS questions used in Startquestion survey software:<\/span><\/p>\n We understand it is important to <\/span>inspect<\/span><\/i> what we <\/span>expect<\/span><\/i>, so we use quarterly campaigns to measure NPS scores and improve trends. We encourage you to do the same.<\/span><\/p>\n Every quarter, we send a\u00a0<\/span>Net Promoter Score survey <\/b>to our entire user base. Response rates averaged around 5%. In short, one in twenty email recipients provided feedback. Not terrible, but we knew we could do better! We went to work and crafted new survey questions to see if we could improve.\u00a0<\/span><\/p>\n It is our aim to streamline the processes associated with conducting surveys using the NPS method. We understand everyone is busy! Our<\/span>\u00a0survey examples base<\/span><\/a> makes it possible to implement a survey in minutes, using out-of-the-box survey templates.<\/span><\/p>\n For our SaaS company colleagues, we did something special\u2014the <\/span>NPS SaaS<\/span> company survey<\/span><\/a> template, which asks questions that help you get customer feedback that is not just specific but also reliable. Here’s a sample NPS survey:<\/span><\/p>\n The above Startquestion samples from the template can simplify your task, but always remember, you are in control and free to make any changes you like, including how lengthy you make the survey:<\/span><\/p>\n The best way to improve conversion\/response rates for surveys is no secret\u2014follow-up<\/strong>. We learned <\/span>Woodpecker<\/span><\/a> has a phenomenal tool for following up on email surveys. Creating a campaign couldn\u2019t be easier. It allows you to decide how many and at what intervals follow-up emails will be sent to survey recipients. Each email sent is a step.<\/span><\/p>\n Dear Mr. Martin,<\/span><\/i><\/p>\n We have a few questions we would like to ask you regarding your recent interaction with our company. This will only take a minute or two and your feedback will help us improve our procedures and enhance our customer service.<\/span><\/i><\/p>\n You can go to our survey here:<\/span><\/i> [link]<\/em><\/span><\/p>\n We instructed Woodpecker<\/a> to allow four days for a response. When there’s no response, a second email is generated.\u00a0<\/strong><\/p>\n Hello Martin,<\/span><\/i><\/p>\n We understand how busy everyone is these days. However, we hoped you could spare a couple of minutes to give us your feedback on our services?\u00a0<\/span><\/i><\/p>\n Link to the survey here: [link]<\/em><\/span><\/i><\/p>\n Thank you so much!<\/span><\/i><\/p>\n With the third email, we wait an additional six days – ten days from the first email.<\/strong><\/p>\n Hi Martin,<\/span><\/i><\/p>\n We truly value your view on our services. Won\u2019t you invest just two minutes so that we can help you by improving our services?<\/span><\/i><\/p>\n You can find the link to the survey here: [link]<\/em><\/span><\/i><\/p>\n Best<\/span><\/i><\/p>\n And then, the fourth and final email.<\/strong><\/p>\n Dear Martin,<\/span><\/i><\/p>\n This is our last call for feedback on our services. I hope we haven\u2019t disturbed you with our requests, but your feedback is clearly of great importance to us.<\/span><\/i><\/p>\n Again, link to the survey here: [link]<\/em><\/span><\/i><\/p>\n Here are the results of our efforts:\u00a0<\/span><\/p>\n Rememeber that the number of emails you send is entirely within your control. However, you must be careful to avoid frustrating your customers with too many follow-ups. Our experience suggests that three or four emails over 21 days are harmless.\u00a0<\/span><\/p>\n I know what you\u2019re thinking, \u201cOk, what\u2019s the trick\u201d? <\/span><\/p>\n The process seems straightforward – email a survey and if there is no answer, Woodpecker sends follow-up emails. If the recipient responds, the goal is achieved, and follow-ups cease. <\/span><\/p>\n But, how can we know the recipient clicked the link and replied so we could halt Woodpecker from following up? The <\/span>trick is to connect Woodpecker and Startquestion with an integration tool\u2014Zapier. By using Zapier,<\/span> there is no need to monitor responses manually – everything is automatic.<\/b><\/p>\n Zapier allows <\/span>you to connect Startquestion and Woodpecker so the tools communicate. No coding, no programming, and <\/span>you don\u2019t need IT experience<\/b> to do it. This is why Zapier is adored by IT and non-IT specialists. It lets you quickly create workflows, which saves you valuable time and lots of money.\u00a0<\/span><\/p>\n The procedure is simple.\u00a0<\/span><\/p>\n Here’s how to create a zap in Woodpecker>><\/a><\/p>\n Earlier we discussed the Net Promoter Score and outlined why to use this method. To conclude our story, we want to give you a better understanding of the\u00a0<\/span>benefits of conducting regular NPS surveys<\/b>. <\/span><\/p>\n We will focus on four of the myriad advantages of this method, and we trust it will convince your superiors and your coworkers that it\u2019s a fantastic choice.<\/span><\/p>\n <\/p>\n Using Net Promoter Score is the simplest way to hear your customer\u2019s voice. With NPS, you can collect invaluable data (no matter how complex or diverse), and you can ask similar questions regarding different aspects of your operation. <\/span>For example, inquire about the <\/span>quality of customer service<\/span><\/a>, new offers, or the level of customer loyalty.\u00a0<\/span><\/p>\n No special skill set is needed to conduct Net Promoter Score research. Everyone in your organization can learn how to gather and analyze data rapidly. The NPS is established by three groups of respondents: promoters, passives, and detractors. These group divisions arise from the effect of the correlation analysis of the answer to the question and the actual behavior of the consumer.\u00a0<\/span><\/p>\n Results of a Net Promoter Score survey usually appear like this:<\/span><\/p>\n Analysis is simplified by asking similar, simple\u00a0<\/span>Net Promoter Score questions<\/b>\u00a0in every iteration of your survey. <\/span><\/p>\n Of course, you need not send the same survey each time. Adapt it to your present situation or to your current needs as you see fit. <\/span>Thanks to these NPS questions, you can readily observe<\/span>\u00a0<\/span>trend lines,\u00a0<\/span><\/a>so you:<\/span><\/p>\nWant to triple your NPS survey response rate?<\/h2>\n
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![\"Woodpecker](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image1-281x300.png\")
\nWhy our company uses NPS surveys\u00a0<\/b><\/h2>\n
![\"NPS](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image3-300x91.png\")
\n![\"NPS](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image2-300x86.png\")
\nUsing survey templates makes NPS easier<\/b><\/h2>\n
![\"NPS](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image5-300x239.png\")
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How to increase response rate for your surveys<\/b><\/h2>\n
Below are examples of the four emails we sent<\/strong><\/h3>\n
Email one (1st day):\u00a0<\/b><\/h4>\n
Email two (4th day)<\/b><\/h4>\n
Email three (10th day)<\/b><\/h4>\n
Email four (18th day)<\/b><\/h4>\n
![\"Woodpecker](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image4-300x110.png\")
\nThe<\/b> winning combo – Startquestion + Woodpecker + Zapier<\/b>\u00a0<\/b><\/h2>\n
Connecting your survey using Zapier<\/b><\/h3>\n
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Why conduct NPS customer surveys?<\/b><\/h2>\n
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Simplicity<\/b><\/h3>\n<\/li>\n<\/ul>\n
![\"NPS](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image7-300x144.png\")
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Using a consistent method from survey to survey ensures valid comparisons<\/b><\/h3>\n<\/li>\n<\/ul>\n
![\"NPS](\"https:\/\/woodpecker.co\/blog\/app\/uploads\/2021\/11\/image6-300x231.png\")
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