This is part 1 of a 6-part series on setting up an effective NPS questionnaire. We share concrete tips that you can use immediately to collect valuable customer insights.
Determine the purpose of your NPS questionnaire
Drawing up a good NPS questionnaire with one crucial question: Why do you want to know whether customers recommend you? The answer determines the design of the questionnaire. For example, do you want:
- Measure customer satisfaction with a specific product?
- Get insight into the purchasing process?
- Compare loyalty between locations?
With CYS software you can easily link data to gain relevant insights.
Involve the right people
A questionnaire is only valuable if you take action with it. Determine in advance who:
- Receiving the reports.
- Is responsible for following up on improvement points.
We advise: “Summarize who is taking which actions and communicate this clearly to everyone involved.” Want to know more about an action-oriented customer program? Download our eBook: A successful CX program: From measurement to improvement!
The questions on your NPS questionnaire
Question 1: The recommendation question
The core of NPS is the question: “Would you recommend [our product/service] to friends, family or colleagues?” Adjust this question to your situation:
- For a delivery service: “Would you recommend our delivery service?”
- For business services: “Would you recommend our service to other businesses?”
The CYS software helps you easily make these adjustments.
Question 2: Why this score?
Use an open-ended question to understand why a customer gives a specific score. This applies to both positive (9 or 10) and negative reviews. These answers provide valuable insights to help you improve your services.
Question 3: Root Cause Analysis
To structure the enormous amount of data, you use the Root Cause methodology. Categorize answers from question 2 and discover patterns in customer experiences. This allows you to immediately see which processes are running well and where improvement is needed.
Use understandable language
When drafting your questionnaire, it is important that the language is understandable to both customers and internal teams. Use customer-oriented terms and avoid internal jargon that can cause confusion.
Personalize your questionnaire
Give your questionnaire a personal touch by tailoring it to the identity of your company. With the CYS software you can adjust logos, colors and tone of voice. This ensures a professional appearance and recognisability among your customers.
Start with NPS
You can get started right away with a standard NPS questionnaire from CYS. Adapt it to your business objectives and use the valuable tips from this article. Curious about the next step? Next week we will tell you how to create an effective invitation to achieve a high response rate!
