NPS stands for Net Promoter Score and is a customer satisfaction metric used to measure and assess customers' loyalty toward your company or brand. This simple but compelling question will allow you to estimate how user-friendly your service is and how you should adjust it to your customers' needs.
Using the Survicate - ActiveCampaign integration, you can:
Allow your contacts to enter the automation through the same trigger each time they meet your trigger conditions;
Monitor your Net Promoter Score over time;
See what you need to improve to satisfy your customers.
Step 1. Build your survey
Create your Email or Shareable link survey, add your questions, or use a survey template. You can add survey logic and customize your survey to match your brand.
Next, in the Configure tab, select ActiveCampaign so your responses will be identified, and allow the survey to be taken multiple times from the same browser, let's say every month or every quarter:
Step 2. Create automation in ActiveCampaign
On your ActiveCampaign account, enter the Automations section and click Create an automation. Feel free to select any available template, but you can start from scratch if you want to build up the flow yourself.
Next, you need to select a trigger that will start your flow. Every time this trigger is activated, the NPS survey will be sent. You are free to choose any of the triggers, e.g., Subscribes to a list - in this scenario, you will start sending an NPS survey to new customers when they become a subscriber, and the automation will fire for each new subscriber automatically:
Once you select your trigger, provide the necessary details in the pop-up window and click Save.
If you want only a particular group of contacts to be added to your automation instead of all customers on your list activating the trigger, you can use advanced segmentation and set conditions to be added to the campaign:
Step 3. Embed your NPS survey into the automation
Go to your Survicate account and copy the HTML code or survey link of the survey you created.
Then, go to your Automation ➡️ Add an action ➡️ Send an email:
Here, you can create a new email and either paste the link to the survey under a hyperlinked word, or an HTML block from Blocks, and paste your HTML code:
If you can see your NPS question displayed directly in the email, it means you have successfully added the survey code.
Step 4. Resend the NPS survey after a set time period
It's important to measure the Net Promoter Score not just once, but from time to time, to learn about the sentiment of your customers.
An ActiveCampaign automation is a perfect tool to send the same survey many times, at set intervals.
After your initial trigger and action are added, add the next step. Here, we'll decide to wait for 3 months:
Then, we will send another email with the same survey.
The automation measures the time intervals for each recipient automatically, which is a perfect help for you.
It's important that the time between NPS sends isn't shorter than the frequency of your survey that you set up at this step.
You can repeat the steps in the automation as many times as you want to send the NPS survey to the same respondents.
Step 5. Launch your automation
Lastly, activate your automation in the top right corner:
All done!
Now, responses will come in automatically, and you can analyze feedback directly in Survicate 🚀
Step 6. Measure your Net Promoter Score
With the ongoing automation, you will receive ongoing feedback on your product or service. To see the overall NPS score or to check how it's been changing over time, enter the Analyze tab of your survey in Survicate:
You can filter results by date, and see statistics for a particular day, week, month, quarter, or year:
FAQ
How soon will I see the responses in Survicate?
It takes only a few seconds for Survicate to fetch and display your respondent's feedback in the app.
Can I use the link instead of the HTML code?
Yes, but this way, your respondents will only see the link to your survey. The first question will not be displayed right in the email.
Instead of the survey, I can only see the raw HTML code in my email.
Make sure you have added a structure and then dragged the HTML block where you want the survey to be displayed. Only then paste your code directly into this field.
How is the NPS calculated?
To calculate the Net Promoter Score, we subtract the percentage of Detractors from the percentage of Promoters. See more here.
📞 If you have any additional questions, feel free to reach out to our team via chat or email: support@survicate.com.
Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.