How to Create and Conduct a Net Promoter Score (NPS) Survey in 2024

If you're not listening to your customers, you're missing out—big time. Customers stick with businesses that care about what they think.

If you're not one of them, they'll find someone else who is.

One of the simplest yet most powerful tools for gathering customer feedback is the Net Promoter Score (NPS) survey.

It’s quick, easy, and gives you a clear snapshot of how your customers feel about your product.

What is NPS?

NPS asks one core question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?" Based on their answers, your customers fall into three categories:

• Promoters (9-10): These are your loyal fans who are likely to sing your praises.
• Passives (7-8): They’re okay with your product but aren't raving about it.
• Detractors (0-6): They’re not happy, and they might be talking about it—just not in a good way.

How to Create an NPS Survey

Here’s how you can set up an NPS survey:

1. Get Clear on Your Goal: What do you want to learn from this? Understanding this will help you shape your follow-up questions.

2. Design the Survey:

   • Primary Question: Ask the classic NPS question.
   • Follow-Up Question: Dig deeper by asking, “What’s the main reason for your score?”

3. Choose a Tool: Use platforms like SurveyMonkey, Google Forms, or even Saylo to create and send your surveys.

4. Personalize It: Make it feel like you’re talking directly to your customers. Use their names, and make sure the survey is relevant to their recent experience.

Why Bother with NPS?

NPS surveys give you a quick, reliable pulse on customer loyalty. A high score means you’re doing something right and have potential for organic growth. A low score? That’s where you can improve.

Timing is Everything

Send out NPS surveys after key moments, like a purchase or after a customer has been using your service for a while.

Regular check-ins help you track how customer sentiment changes over time.

Making the Most of NPS

Once you’ve got your NPS results:

• Address Detractors: Find out what’s wrong and fix it. This is your chance to turn things around.
• Engage Promoters: These folks love what you’re doing—get them to spread the word.
• Spot Trends: Look for common themes in the feedback. This will guide your next steps.

Running an NPS survey is straightforward, but the insights it provides can be a game changer for your business. Listen to your customers—they’re telling you exactly what you need to grow.

With Saylo, it's easier than ever to gather feedback and turn it into actionable insights that drive business growth.

Start leveraging customer feedback today with Saylo!