In part 2 of our 6-part series on the Net Promoter Score (NPS), you can read how to convince more customers to complete your NPS questionnaire. You can get started right away with these practical advice.
Tune your email to your company identity
A recognizable email increases the chance of a response. Use elements such as your logo, company colors and fonts to create trust and recognisability. This radiates professionalism and strengthens your brand identity. Collaborating with your marketing department ensures the best results.
Choose a strong subject line
The subject line determines whether your email will be opened. Make sure it is short, concise and stimulating. Try words that spark curiosity or stimulate action. Test different variants via A/B testing and optimize based on the response figures.
Place the recommendation question directly in the email
Introduce the key question (“Would you recommend [our product/service]?”) directly in the invitation. Use the preview function to arouse curiosity and mentally involve the customer. Mention in the intro that it only takes 2 minutes to complete and thank them in advance.
Make the email personal
Personalize the email by using relevant customer information. Address the customer by name and refer to specific purchases or interactions. For example: “Did you enjoy the book [Title]?” Make sure the email matches the customer’s experience and does not send it too soon after purchase, so that the experience is complete.
Use a personal sender
Have the email sent by a recognizable person, such as an employee with whom the customer had contact. Add a photo and personal greeting for an authentic touch. This not only increases response rates, but motivates employees to be involved in the process. Make sure that employees agree to this and follow the privacy rules.
Choose the correct shipping time
The moment of shipment is crucial. Analyze customer behavior to determine when emails are opened most often: during work hours, lunch, or in the evening? Send your email not too long after the customer interaction so that the experience is still fresh in your mind. Avoid shipping on holidays or when the customer is still waiting for a delivery.
Start your NPS email campaign now
By applying these tips, you can significantly increase the response rate to your NPS invitations. Immerse yourself in your customer, personalize your communication and optimize timing and design. Want to know more? Next week you will read in part 3 how to analyze the results and convert them into concrete actions.
