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Did you know you can ask more than one question in an NPS survey? While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users.
Understanding how likely a user is to recommend your product or service is critical to gauging your team’s position and success in the industry. But there is still so much your users can tell you about their experience, how your product can become even more user-friendly, and even where your product roadmap can grow. Sometimes, all it takes to unlock this feedback is a simple forum for your users to share it with your team.
More and more, the standard NPS survey question is starting to be paired with a prompt to give more feedback. A simple open-ended text box can often give users the platform to start sharing their thoughts. But, if you want to stick to a more traditional survey, here are a few questions to make sure are on your NPS survey:
Most products have a button on their site asking users to ‘Give Feedback’ or ‘Let Us Know How We’re Doing.’ When users click on this section (whether a static button, landing page, or even a banner pop-up), they are prompted to answer the standard rating NPS question. After your users answer this question, prompt them to give more feedback.
If you’re still struggling to collect responses, try incentivizing users. Run a raffle where users who submit NPS feedback are entered to win a prize or shout-out. Highlight (positive) feedback on your website or social media. This is information straight from your users themselves and should be used and shared as much as possible!
To learn more about NPS surveys, check out these additional resources from ClientSuccess:
