How to Get Started
We recommend scheduling a call with your CSM to discuss some best practices for setting up NPS; however, we also invite you to learn ClientSuccess NPS basics and instructional steps below.
Step 1: The first step is for the Admin and/or Manager to go to Global Settings > NPS > Template Theme and customize the NPS survey theme. This is where you'll be able to upload your company logo and adjust the color scheme to match your own! NPS surveys powered by ClientSuccess will look like they're coming directly from your company.
Step 2: Next, as an optional step you can ensure your Advanced NPS Global Settings are configured appropriately. Keep in mind that each individual campaign will be able to have their own, unique settings. See Step 6 for additional information.
Please note is a common practice to simply utilize each individual campaign's NPS settings.
Step 3: Once your campaign theme is set, you're ready to create your NPS campaign(s)! The number of available campaigns depends on the NPS tier you purchased. Please see your CSM if you have additional questions.
Campaigns are managed under Global Settings > NPS > Campaigns, and essentially act as the type of NPS survey you want to send.
For example, you could create situational surveys such as one for post-onboarding or another for COVID-19. You can also utilize a campaign to import historical NPS data from a previously used tool such as Delighted.
Step 4: After you've created a campaign, you need configure your survey message. Keep in mind that NPS is specific metric commonly used to measure and track customer loyalty and perception based on one question: How likely are you to recommend [Organization X/Product Y/Service Z] to a friend or colleague?
Be sure to hit "Save" as you make changes!
Step 5: As part of ClientSuccess' NPS you're able to solicit additional feedback from your customers via "Thank You Message".
While there's a default message for NPS responses, you're able to customize additional messages for specific NPS responses; for example, you can have send a targeted message to your promoters (9s and 10s) asking for an online review.
Be sure to hit "Save" as you make changes!
Step 6: As mentioned previously in Step 2, you can manage an individual NPS campaigns' settings. This includes how frequently a campaign may be sent to a contact, as well as exclusions for specific domains or email addresses.
You can also set rules for reminding your contacts to complete the NPS survey.
Be sure to hit "Save" as you make changes!
Step 7: If you're on Slack or Microsoft Teams, you'll be able to have new NPS responses be sent to a selected channel.
Step 8: That's it for configuring your NPS! Next thing you'll want to decide is how you'll send out your surveys. You'll have a couple of different options:
- Utilize ClientSuccess Automation to send surveys out based on 5 predefined triggers
- Send in bulk utilizing Segmentation
- Send individually to contacts listed in ClientSuccess
We Want to Hear from You
As you dive into this new feature, we encourage you to work with your Assigned CSM to configure an initial profile.
Please let us know how you like it or think it could be improved. We’ll look to iterate in future enhancements based on your feedback.
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