What is an NPS Survey?
A Net Promoter Score (NPS) survey is a customer loyalty survey. Businesses can use NPS scores as a key metric to monitor customer experience (CX) strategies and identify areas for improvement.
You can use these surveys within Clutch’s Next Gen Portal’s Post Purchase NPS Survey Campaign.
The survey asks your customer two questions. The first question is always the same.
The first question is:
| How would you rate your most recent transaction experience at {{your brand}}? |
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The second question depends on how the customer answers the first question.
If the customer provides a score of 1-6, the question will be:
| What was missing or disappointing about your experience with us? |
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If the customer provides a score of 7 or 8, the question will be:
| How can we improve your experience? |
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If the customer provides a score of 9 or 10, the question will be:
| What did you love most about the experience with us? |
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Creating a Purchase NPS Survey Communication
When using the Clutch Email Template Catalog, you can select from a variety of email templates to help make your email creation process faster! There’s one available for the Post Purchase NPS Survey.
If you want to create your email from scratch or use a different template, you can use the merge variable {{surveyLink}} in your email to share your survey with customers.
Mobile Messaging
If you want to create a mobile message containing your survey link, you can use the merge variable {{mobileSurveyLink}} to share your survey with customers.
The Post Purchase NPS Survey Campaign
The Post Purchase NPS Survey Campaign is available within the Clutch Campaign Catalog. It lets you send a net promoter score survey after a customer makes a purchase. You can even include a reward for completing the survey to incentivize customers to respond.
You can learn more about this campaign here.
Checking a Guest’s NPS Score
You can see a guest’s NPS scores and any comments they left within their guest profile. Learn more by consulting the article here.
Editing the Appearance of your NPS Survey
The branding for your NPS Survey will automatically reflect the Global settings for your brand’s hosted sites. If you want to adjust settings for only the NPS Survey, consult the article here.
You will need to be an Admin in the Clutch Legacy Portal to adjust settings for the NPS Survey.
