Nps Detractor Follow Up Email Template

Sooner is better but within a week is reasonable.

Nps detractor follow up email template. Net promoter score nps is a method to assess customer loyalty and many businesses today consider it to be an important metric but nps is far more useful than just a number on a page. All types of companies rely on net promoter score and the standard follow up question will work just fine. Play with the copy try segmentation and work to write a follow up question that feels true to your brand. How to turn your detractors into paying customers. The first part asks your customers to rate the rating question your business product or service on a scale of 0 to 10.

With an email tool that specializes in segmentation like customer io you can target customers who rated you 7 or 8 and signed up for your extended trial offer. Follow up emails are worth the effort. The second question is a follow up open ended question as to why the specific score was given. Survey template net promoter score nps survey. If so using email to follow up on their survey response would make sense.

Then you can trigger a follow up campaign when their trial is about to end. The lifespan of email is terribly short which makes following up incredibly useful tool. If you do you have a 21 chance of getting a reply to your second email if the first goes unanswered. But what are you doing with the data aside from just dashboarding your number. The detractor has opened up shared their feedback with you and is open to options for the future.

Automation is fantastic for repetitive tasks like sending a follow up email to obtain your nps but at a certain point you want to actually get a real human involved. Also week 4 is the best week to get a high response rate for your surveys. Summary details net promoter score nps is often held up as the gold standard customer experience metric. If you don t get a response after the first email send a follow up email. For example if they rate your product or.

It s important that you follow up on nps responses in a timely manner. What truly matters is what you do with your nps survey results. This is a recipe for disaster. Do not tell customers you ll follow up and then don t. So you re following up with your customers using net promoter score nps.

The net promoter score survey consists of a two part questionnaire. Let us know how it goes. For anything that you can t solve right then and there you ll want to follow up later. It measures customer loyalty for everything from individual products stores web pages or even staff members. Most emails get lost after 24 hours and if you didn t hear back then the best practice is to follow up.

If you re looking to get more from nps try experimenting with the follow up question.