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Ask GH: What is your favorite tool for deploying a 1-click NPS (Net Promoter Score) survey?
Specifically, I'm looking for a solution where the survey is embedded in email and only requires the respondent to make 1 click.
If you're looking for an in-email solution, Delighted (https://delighted.com/) has a nice NPS you can send out. It's super simple and is well designed.
If you'd like to run NPS in-app, Qualaroo has an NPS survey that's super easy to setup. We use it on GH.
Thanks! I hadn't heard of Delighted as their SEO is not very strong. The other companies I came across are Promoter.io (www.promoter.io), which if for emails and in-app, as well as Wootric (www.wootric.com) which is in-app only.
http://www.promoter.io + http://www.wootric.com
I don't think it's a great User Experience to include voting inside an email. The use case for email is viewing information. The user that is willing to respond will not have a problem with clicking a link to a micro-app where they can respond. Plus you can capture a comment at the same time. We use rekommend.io - they have a free tool that creates a mobile friendly question here http://rekommend.io/freetool
Promoter.io works fine too but as said, we don't embed the survey in an email.
Does the in-email survey work well for you?
From my research (I’m a designer) email surveys are much better as a whole. Not that email doesn’t have it’s own flaws, but there are a few advantages to email-based Net Promoter Surveys:
The Timing is off
In-App NPS is most likely related to the experience the customer is currently having instead of the broader sentiment they have about your product or service.
In-App is a distraction
Nobody likes popups, even if there aren’t ads or people asking for newsletter signups. In the same way they don’t want to be distracted when using your software, app or website.
Responding to your question about email—there isn’t really a form inside email. For NPS surveys the 0-10 scores are generally images. When the user clicks one of those scores a browser window opens with the NPS question, “How likely are you to recommend this software to a friend or coworker?” That page has a textarea field where said respondent can comment. Their score will have already been recored. I believe this is what the OP is referring to when asking about 1-click NPS tools.
When it comes to tools, Promoter.io (https://www.promoter.io/) is probably the best fully-featured tool. If you need API access, recurring surveys, internationalization, integrations, analytics.
If you’re looking for a simple, free NPS tool, I worked on Trustfuel NPS (https://www.trustfuelnps.com/). It is built for people that just want a quick and easy way to get feedback and start conversations with customers. It is free up to 1,000 surveys/mo, but you have to have an invite.
Another robust tool for emails would be AskNicely (http://www.asknice.ly/). It has real-time reporting, leaderboards and 1-click testimonial publishing. 1,000 surveys/mo cost $50, but they have a two week free trial.
I am a co-founder of Enalyzer, a survey software company, who's been around in this industry for 15 years. We have a quite cool questionnaire part in our responsive survey tool, but just as important, a good reporting with predefined NPS charts, that's sharable online etc. Have a look at https://www.enalyzer.com/
Having said this, I would like to advice that the insight is only valuable if coupled with action. Therefore, only measuring NPS and getting feedback from customers will not result in beneficial business outcomes. These outcomes will first be obtained when a connection between listening to customers, acting on the feedback, communicating back to the customer with the intended actions, and validating these actions through improved NPS scores is achieved, hereby effectively closing the loop.
Good luck working with it.
We just recently launched our NPS platform https://www.howlikely.com which does exactly what you're asking for. We offer unlimited access to all features and unlimited surveys sent for a flat monthly rate of $99.
I'd love it if you checked us out and let me know any comments or thoughts you have.
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