Home > Guide Bot Template: NPS Survey (Net Promoter Score)

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Guide Bot Template: Net Promoter Score Survey

See the full list of available Guide Bot templates here.

Use this as a proactive chat to survey your customers and gather an NPS score. Results are stored as labels, and visitors can optionally chat with your team about their feedback.

Benefits:

• Proactively survey your visitors to capture Net Promoter Score (NPS)
• Understand the customer experience you are providing to your customers
• Capture feedback and reasoning for the score provided
• Give visitors the option to speak with your team about their rating (so that your team can gather useful feedback)

NPS (Net Promoter Score), is a “gold standard” metric used in many customer experience programs. NPS measures how loyal your customers are to your company, brand or product.

Scores are captured using a single question survey and result in a number from -100 to +100. The higher the score, the more likely the customer is to view your company positively, and the more likely they are to recommend you to others. A very high score means that your customers are advocates for your company, helping to promote it.

Read more about NPS: https://en.wikipedia.org/wiki/Net_Promoter

Setup:

The NPS Survey should be set up in your Reserve Tier (Enterprise) or in a separate widget. This will ensure that your survey only appears when you want it to, and doesn’t respond to routine chat requests.

It might be a good idea to only display the survey bot on a particular “feedback” page, or after a purchase is complete on an ecommerce site. You can control when the proactive chat message appears using the proactive chat rules system.

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Published April 6, 2021

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