Customer NPS® Survey guide

The Customer NPS Survey allows you to build surveys that ask your customers how satisfied they are with your organisation. The survey contains the standard 2 part NPS questions to measure the loyalty of your customers. Both the 11 point scale and follow-up question text can be customised using your own words. There is also the opportunity to add an additional question of your own. You can tailor the title, the logo for your organisation, and enter a custom thank you note.

The responses to the survey will help you understand how your customers feel, assisting you in improving and prioritising your business or organisation needs.

Step by step guide

This guide will take you through the steps for the Customer NPS Survey:

• Step 1: Download the Customer NPS Survey from the Marketplace
• Step 2: Building the Customer NPS Survey
• Step 3: Share with your customers using the link or the QR code
• Step 4: Ask your customers to complete the Customer NPS Survey
• Step 5: Use your data to improve customer satisfaction

Step 1: Download the Customer NPS Survey from the Marketplace

To download a pre-built survey from the Marketplace you will need to have a Snap XMP Online account. Follow the steps below to access the survey by either creating a new account or by logging into your existing account.

1. Go to the Marketplace here: https://www.snapsurveys.com/marketplace. If you have any problems, copy and paste or type the link into your web browser search bar.
2. Select the Customer NPS Survey from the list of pre-built surveys available.
3. Click Get started for free. This automatically opens the Snap XMP Online login page.
   • If you do not already have an account, you should click the link Create a Snap XMP Online account, enter your details and click Create account. An email will be sent to the email address confirming that the account has been created. Click the link in the email to verify the email account. Then once logged in you will see that the survey is listed in the Your work area.
   • If you already have an account, you simply log into your account and the survey will automatically be imported.

Step 2: Building the Customer NPS Survey

After logging in to Snap XMP Online you are ready to use the Customer NPS Survey.

1. The first page in Snap XMP Online shows a summary of Your Work. The Customer NPS Survey template is available here. Templates are shown with the icon . Click the icon or template name to show the template Summary.

2. In the Summary, click New Survey. You can also access the survey help, and the terms and conditions here.

3. Enter the survey name; select the checkbox to confirm that you have read and accept the terms and conditions then click Create survey.

4. This opens the Customer NPS Survey which helps you to set up your survey. Follow the on screen instructions to build your survey. You have the opportunity to add an additional question of your own. Click Next to progress to the next step.
5. The next page lets you customise the text in the survey. Click in a text area and overtype with your own text.
6. Click Create Survey to build the Customer NPS Survey or click Back if you wish to change anything.

Making changes to your Customer NPS Survey

1. Select the Customer NPS survey, if it is not already selected. In the Summary tab, click the Build link.

2. This displays the read-only view of your Customer NPS survey. There are three options available:
   • View shows the read-only version.
   • Edit lets you make basic changes to specified wording and the logo. You can edit the shaded areas shown between curly brackets { }. Click on the word or image to edit.
   • Rebuild runs the Customer NPS Survey again. This allows you to change your initial choices by selecting or clearing the options. This is not available if you have already started collecting responses.

3. Click Save to save any changes you have made. Click Cancel to cancel any changes and return to the original version. This shows the read-only version.

Step 3: Share with your customers using the link or QR code

The next step is to test the survey and share it with your customers.

Viewing the interview settings

1. Select the Customer NPS survey, if it is not already selected.
2. In the Summary tab, click the Collect link. The Interview URL link and the QR code are available here.

Testing the Customer NPS Survey

1. Click Launch Preview. This opens a test version of the Customer NPS Survey.

2. Test the survey by completing it with different responses to check that it works the way you want. Your test responses are not saved and do not affect your data.
3. If you need to make any changes, return to the Build tab where you can use Edit and Rebuild to make the changes then repeat the testing.
4. When you are happy with the questionnaire, you can start collecting your customers’ responses.

Start Interviewing

1. Click Start Interviewing then click Start when you are asked to confirm.

2. Now you can send the Interview URL link and/or QR code to your customers.

Making the Interview URL available

1. In Web Interviews, click Copy URL to clipboard to copy the Interview URL link.

2. Open your web browser, paste the link into the search bar at the top of your browser and press Enter. This loads the start page of the survey.
3. Alternatively, open your email application and paste the link into an email to send to your customers.
4. If you wish to include the Interview URL link in a printed sign for your customers, paste it into a document and print.

Making the QR code available

1. In Web Interviews, click the QR code image to download the QR code to your device.

2. The web browser shows a notification when the file has downloaded. Click on the notification to open and/or save the QR code.
3. The QR code can be used in a printed sign for customers to use or attached to an email sent to your customers. The minimum size for a printed QR code is 2cm by 2cm.

Step 4: Ask your customers to complete the Customer NPS Survey

When you have sent the Interview URL link or QR code to your customers, ask them to complete the questions.

Using the Interview URL link

1. If your customer has an email with the Interview URL link, ask them to click this link to open the Customer NPS Survey.
2. Alternatively, open a web browser app and enter the Interview URL in the search bar of the browser. Press Enter to open the Customer NPS Survey.

Using the QR code

1. Using the QR code can quickly open the Customer NPS Survey on your customers’ smartphones. Many smartphones, such as iPhones or Android devices, have an in-built QR code reader in the camera app.
2. Open the camera app and point the camera at the QR code for a few seconds. When scanning is enabled a notification appears. Tap the notification to open the link.
3. Alternatively, a QR code reader app can be installed on the phone. Follow the instructions for the app.

Completing the Customer NPS Survey

1. Ask your customers to answer the questions and click Submit.
2. They will receive a notification to confirm that their response has been submitted.

Step 5: Use your data to improve your customer NPS score

Each Customer NPS Survey has five reports.

• Customer NPS Survey Report containing the Net Promoter Score and all comments for all the survey responses received.
• Previous 12 months NPS containing the Net Promoter Score and all comments for the survey responses received over the previous 12 months
• Promoter Comments containing comments from promoters (respondents scoring 9 or 10)
• Passive Comments containing comments from passives (respondents scoring 7 or 8)
• Detractor Comments containing comments from detractors (respondents scoring 6 or below)

If you have included an additional question there is also an analysis list of the responses to this question, available in Tables and Charts.

Analyzing your response data

1. Select the Customer NPS Survey.
2. In the Summary tab, click the Analyze link. The reports are available here.

3. Click on a report to view the analysis of your response data.
   • Click Update to get the latest data.
   • Click Download to create a PDF version of the report.
   • Click Print to print the report.

Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld