Salesforce Survey for Easily Capturing Net Promoter Score

Olivia Johnson

Writer creating documentation to make your Salesforce experience a breeze.

Updated: Aug 17th, 2023

The Net Promoter Score (NPS) is a customer loyalty metric, it uses the likelihood of customers recommending your business’ products or services to others.

The score is measured by a single closed-ended rating scale question: “On a scale of 0 to 10, how likely are you to recommend this company/product/service to a friend or colleague?”

Based on the response, customers can be organized into three categories:

Promoters: These customers have a score between 9-10, they are highly satisfied with your product or service and are likely to recommend it to others.

Passives: These customers have a score between 7-8, they are satisfied with your business offering but not loyal to your company and are unlikely to recommend your product or service to others.

Detractors: These customers have a score between 0-6, they are dissatisfied with your product or service and are likely to share negative feedback about it to others.

How do you Create The Net Promoter Score?

Now that you have the feedback, it’s time to start the math calculations. The score is calculated by subtracting the percentage of detractors from the percentage of promoters. Your score can range from -100 to 100, the higher the score the higher the customer loyalty.

Your score is a quick and easy way to measure your customer loyalty and identify areas that need improvement. Analyze and study the feedback from all three categories to gain insight into customer needs and preferences. You can use this score to improve your products, services, and customer experiences.

By having more customers that are likely to promote your business, you can build your customer base that generates higher revenue. You can also use this score to see how you measure against your competitors.

Here are a few other benefits of using an NPS:

It’s simple and easy to understand.

It’s one of the best indicators of customer loyalty.

It can track customer satisfaction over time.

You can easily identify areas that require improvement.

Salesforce Surveys for NPS

Here are some tips to consider when creating and using Net Promoter Score surveys in Salesforce:

Choose the right survey tool: There are a variety of survey tools that can be integrated with Salefsorce. When selecting your tool consider features that are important to you, such as an easy-to-use interface, the ability to distribute to specific audiences, track responses, and export the data to Salesforce.

Create a simple and succinct survey: All your surveys should be clear and concise, taking only a few minutes to complete. Ensure the question you ask is relevant to your business and will ask respondents for the information you need. Think of the question as less of an opinion poll and more of ‘do you like us? yes or no’

Distribute your survey at the right time: Ensure you send your surveys when respondents are more likely to be receptive to them. Sending a survey after a customer has had a recent interaction with your business means the experience is still fresh in their minds.

Follow up with customers: After collecting your responses, ensure you follow up with the respondents. Thank them for their time and let them know you appreciate their feedback (yes, even if it’s negative.) Negative feedback is always useful when trying to improve the quality of your business offering.

Follow these tips to create NPS Salesforce Surveys to improve your customer loyalty.

Creating a Salesforce NPS Survey

Now that you have helpful tips to consider, it’s time to create your survey. Follow these 7 steps to create top-tier surveys.

1. Decide who your Target Audience is

Determine who you want to answer the Salesforce survey. Not all surveys should be sent to all customers. This specific group should be kept in mind when creating your survey.

2. Create the Survey

Your survey should contain one closed-ended question asking consumers to rate how likely they would be to recommend your product to a colleague/friend/casual acquaintance on a scale of 1-10. Make sure to provide an explanation of what each score means, so you don’t end up with skewed results.

3. Add Follow-up Questions (optional):

Include a follow-up question, this question can be open-ended and ask why customers feel the way they do. A follow-up question is totally optional, but it can make respondents more honest when it comes to selecting an answer if they have to explain why they feel that way. This is vital to include when it comes to customers who’ve had a bad experience. If they had a bad experience, ask them to explain what made them feel that way.

4. Choose an Appropriate Delivery Method

Surveys can be delivered in a variety of ways including emails, text messages, phone or in person. Choose the method that works for you but we highly recommend going online as in-person surveys can be time-consuming.

5. Determine the Frequency

Decide how often you want to conduct these surveys. You need to strike a balance between a regular schedule and after specific events. It’s important to not spam your customers with surveys unless your goal is to get a low score.

6. Analyze the Results

This is when the maths calculation we mentioned above comes into play. Subtract your detractors from your promoters. Interpret and review the results and use this feedback to make improvements.

7. Use the Results to Improve your Business

The ultimate goal of collecting NPS data is to use it to improve your business. While it’s always nice to hear how wonderful your business is doing, it’s important to work on the problem areas and improve them.

Using a Salesforce Survey to create NPS surveys means you can streamline your processes and easily integrate feedback into your CRM system making it easier to build and maintain a loyal customer base.

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.