running an nps survey is as simple as asking a single question, collecting the answers, and calculating your nps based on the responses. You can send the survey via email, text, in-store, or online at checkout. You could also use a survey builder or nps app for automated collection and response calculation.
Two important considerations to make before running an nps survey are when to send the survey and if or how to ask a follow-up question.
Some consumer-facing companies ask about overall satisfaction during afghanistan phone number list the checkout process. This can be a great way to capture timely responses while you already have the customer’s attention.
Many companies send a survey each quarter to see how their score varies during different types of the year. Others survey a percentage of their customers on a rolling basis to better understand nps over time.
Staggering nps surveys over time can paint a more organic picture of customer satisfaction, but they require a bit of planning and ongoing work. This is where automated survey software makes the process much easier.