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How to Create an NPS Survey With SurveySparrow

Kate Williams

25 March 2024

6 min read

Video – How to Create an NPS Survey from Scratch? | NPS Surveys from SurveySparrow

The first step in identifying and boosting your customer loyalty is conducting an NPS survey. A good Net Promoter Score® (NPS) would mean that your business is performing well and vice versa. And since you are here, we presume you have some doubts about creating an NPS survey. Well, your search ends here.

We will guide you through the entire process step-by-step and help you create an NPS survey using SurveySparrow in less than 5 minutes.

NPS Survey Templates

If you are in a hurry and want to see how efficient SurveySparrow NPS surveys are, then we suggest using the following template. This is just one among the many NPS survey templates offered by SurveySparrow. The following are some more templates you can try out.

Product Net Promoter Score (NPS) Template

More NPS survey templates:

  1. NPS Survey Template
  2. Customer Net Promoter Score (NPS) Template
  3. Employee NPS Survey Template | eNPS Survey
  4. NPS Key Drivers Survey Template

How to Create an NPS Survey?

The following are seven simple steps to create an NPS survey with SurveySparrow. Let’s have a look at them.

Step 1: Sign up Into SurveySparrow

The first step is to sign up to SurveySparrow. Duh, right? Don’t worry about paying and all. The tool offers a free version and you can avail a 14-day free trial as well. Click below to get a free sign-up.

Step 2: Select NPS Survey

Upon signing in, go to surveys and click on the “+ New Survey” button in the top right corner.

survey homepage within surveysparrow

A pop-up will appear, on which click on the customer experience survey and choose NPS survey. There’s also an option for creating surveys with AI. If you want to try it, you can do that as well. Watch how to create surveys using AI.

choose nps survey from customer experience surveys

Step 3: Add Relevant Questions

It’s possible the tool will offer some inbuilt questions for you. You can delete that and add the questions relevant to your business. I have added some questions already, but you can add new questions by clicking on the “+”.

NOTE: The survey questions shown are only relevant to NPS surveys. SurveySparrow offers diverse survey questions.

add questions in nps surveys

You can also use SurveySparrow’s AI to make this process easier and faster.

write questions with ai in surveysparrow

Pro Tip: Here are some good NPS survey questions you can use while creating your NPS survey.

Step 4: Add Display and Skip Logic

Obviously, you will not be asking the same follow-up questions to users who have responded with an NPS score of 8 and 5. So, to tailor the questions, use display and skip logic. Following is an example of how you add them.

display and skip logic in surveysparrow

Step 5: Add a Thank You Page

Once you have finished, add a thank you page. Though this seems like a mundane element, it’s crucial. Your users are taking time out of their day to give you insights. Therefore, thank them for their time.

thank you page for your nps survey

Pro Tip💡: Incentivizing your surveys can be a good approach to make them feel valued and engaged. Here are some ideas to incentivize your surveys.

Step 6: Customize the Design

There are a lot of themes available in the tool, which you can use for free. Or, you can create a new one from scratch. If you are interested in implementing highly aesthetically pleasing designs for your surveys, consider CSS customization. Connect with the SurveySparrow team to get yourself a developer to help with this.

customize the nps survey design to your needs

Step 7: Share NPS Survey

Finally, it’s time to share your NPS survey. Unlike other survey tools, SurveySparrow offers a wide variety of options for sharing your NPS survey. From web links and QR codes to WhatsApp and Offline.

channels to share nps surveys

The results will show an overview of your NPS score, the number of promoters, detractors, and passives, and more. You can also add new widgets to keep track of the most user phrases, answered questions, and more.

nps survey results - overview

SurveySparrow will also do a sentiment analysis of your NPS surveys. It will analyze the text’s underlying emotions and segment them into negative, positive, and neutral.

sentiment analysis of nps survey feedback

That’s it. It’s that easy to create an NPS survey on SurveySparrow. If you are interested in learning more about SurveySparrow, here’s another guide for you to create your own survey from scratch.

7 Best Practices to Follow While Creating an NPS Survey

In order to make the most out of your NPS survey, it’s best to follow the following best practices. This way, you can ensure that the data gathered are meaningful and can help you improve customer loyalty. Here are the best practices.

#1. Choose the Right Tool

It’s only logical to have a robust NPS tool for conducting surveys. The tool should enable you to create an NPS survey faster and easier. And also should be scalable.

#2. Keep the Survey Simple

Don’t overdo it. Keep the questions direct and relevant, and give primary focus to NPS questions. This practice ensures that the respondents can quickly understand and answer without confusion.

#3. Communicate the Importance

This shouldn’t be the focus, but briefly communicate how valuable the respondent’s feedback is to you. Doing so makes the respondents feel valued and potentially increases participation rates.

#4. Always Follow-up

Acquiring the score isn’t enough. You need to understand the “why” behind them. So, always follow up with an open-ended question and ask them why they gave that score. You can use Display and Skip Logic, as we discussed, for this purpose.

#5. Share At the Right Time

Don’t just send—plan and schedule surveys to reach respondents at the right time. Choosing the right time to send out surveys can maximize the response rate. Also, the survey frequency should be monitored. You don’t want your respondent to get survey fatigue, do you?

#6. Close the Feedback Loop

Surely, there are going to be detractors. But it’s your duty to convert them to promoters. You can do this by closing the feedback loop.

Analyze the NPS survey results and give priority to detractors. See what the underlying reason was for their lower score and improve them. Once you have made the changes, make sure that the detractors are aware of them. Doing so will make these detractors feel valued and would potentially try out your product again.

#7. Maintain Anonymity and Privacy

Respondents might not always like to be in the spotlight. So, providing anonymity can be one way to ensure more survey participation. Also, following this method can encourage more honest and candid responses.

By adhering to these best practices, you can create an NPS survey that not only measures customer loyalty and satisfaction accurately but also provides actionable insights to drive continuous improvement in your customer experience.

Create Surveys With SurveySparrow

It’s not just NPS Surveys, you can do a wide variety of surveys, including CSAT, CES, Classic surveys, Chat surveys, and more. Get started with SurveySparrow to get actionable customer insights and drive meaningful growth.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
Kate Williams

Content Marketer at SurveySparrow

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