NPS® Key Drivers Survey Template

Customizing the NPS Survey Template with Key Drivers.

Zonka Feedback allows you to easily customize the questions in the NPS® Key Drivers Survey Template to better suit your business needs and gather more targeted insights. Here’s how you can tailor each question:

Customizing the NPS Question ("How likely are you to recommend us to a friend or colleague?")

• Change the subject: Tailor the question to ask about a specific product, service, or overall company experience.

  • Example: “How likely are you to recommend [Product Name/Service Name] to a friend or colleague?”

• Add context: Customize the question based on a recent interaction to make it more relevant.

  • Example: “Based on your recent purchase, how likely are you to recommend us?”

• Include a scale reference: Add the 0-10 scale in the question for clarity.

  • Example: “On a scale of 0-10, how likely are you to recommend us?”

Customizing the Improvement Areas Question

"Could you choose what areas we can improve on?"

This question can be tailored to various aspects of your business, reflecting the key areas that drive overall customer experience and satisfaction. Here’s how you can make it more relevant:

• Service and Support Customization: If customer service is a key part of your business, tailor the options to include factors like response time, support knowledge, or issue resolution. This helps you zero in on service gaps and areas needing improvement.

  • Example: “Select all areas where we can improve: Response Time, Knowledge of Support Staff, Problem Resolution, Availability of Help.”

• User Experience (UX) Customization: For businesses operating digital platforms (e.g., SaaS or eCommerce), focus on usability factors such as ease of navigation, checkout process, or account management. These categories will help you improve critical touchpoints in the user journey.

  • Example: “What can we improve: Website Navigation, Account Setup Process, Checkout Experience, Mobile App Performance.”

• Operations and Logistics Customization: For industries like retail or logistics, categories around delivery time, inventory availability, or shipping costs can be included to assess operational efficiency.

  • Example: “Where can we improve: Delivery Speed, Availability of Products, Shipping Costs, and Packaging Quality.”

• Customer Journey Customization: If your business provides a longer or more complex customer journey (e.g., financial services or healthcare), include categories that address the entire client lifecycle, such as onboarding, support, or aftercare.

  • Example: “Select areas for improvement: Onboarding Process, Information Clarity, Post-Service Follow-Up, Transparency in Pricing.”

• B2B Focused Customization: In a B2B context, where relationships and process efficiency matter, include areas like contract flexibility, project management, or communication frequency to gain insights on pain points specific to business clients.

  • Example: “What can we improve: Contract Negotiation Process, Project Delivery, Communication During Implementation, Flexibility in Solutions.”

Customizing the Positive Feedback Question

"What areas did we do well in and affected your score positively?"

For capturing positive feedback, customization should focus on areas that showcase the key value your business delivers. Here are various contexts:

• Customer Experience Customization: Focus on touchpoints that reflect how well customers are being served, such as friendliness of staff, ease of getting help, or proactive support. This is particularly useful for hospitality, healthcare, and customer-facing industries.

  • Example: “Select areas that positively influenced your score: Friendliness of Support Staff, Proactive Service, Ease of Contacting Us, In-Person Experience.”

• Engagement and Personalization Customization: For businesses prioritizing customer engagement or personalization, include categories like tailored services, personalized communication, or special offers. This helps understand how well you're building relationships.

  • Example: “What areas contributed to your positive experience: Personalized Offers, Tailored Communication, Customer Recognition, Loyalty Programs.”

• Experience Delivery Customization: If you're in a service-based industry like travel, education, or events, you might customize the feedback options to focus on the delivery of the experience itself, such as timeliness, event execution, or overall organization.

  • Example: “Which areas positively impacted your score: Punctuality, Event Management, Overall Service Delivery, Learning Experience.”

• Relationship Management Customization: For businesses where long-term relationships are key (e.g., consulting or financial services), focus on factors like trustworthiness, communication transparency, or industry knowledge. This helps reinforce what clients value most.

  • Example: “What influenced your positive score: Expertise of Team, Transparency in Communication, Regular Updates, Relationship Management.”

• Customer Satisfaction in B2B Customization: In B2B environments, areas like account management, problem-solving capability, and business impact can be key drivers of satisfaction. Customizing feedback options to reflect these can help you understand what works in maintaining strong business relationships.

  • Example: “What contributed to your positive experience: Account Manager Support, Problem-Solving Skills, Value Delivered to Business, Flexibility in Engagement.”

How to Use the NPS Survey Template with Key Drivers in Zonka Feedback?

• Sign Up for a Free Trial: Start by signing up for a free trial on Zonka Feedback. Once logged in, access the survey templates library, including the NPS Survey Template with Key Drivers. Select the NPS template or click ‘Edit this Template’ to begin customizing it for your specific needs.

• Customize the NPS Survey Template: Tailor the NPS Survey Template with Key Drivers to suit your specific needs:

  • Add your brand’s logo, colors, and branding elements to white-label the survey.

  • Modify the questions to capture feedback on specific products, services, or overall brand experience.

  • Set up survey logic to enhance personalization: show follow-up questions based on customer responses. For example, prompt low scorers to select areas needing improvement, while high scorers can highlight positive factors driving their score.

  • Adjust the theme to match your brand’s aesthetics for a consistent look.

  • Choose a language to ensure accessibility for your diverse customer base.

• Preview the Survey: Before distributing, use the preview feature to ensure everything—from questions to design—looks exactly how you want it. This final check guarantees your NPS survey reflects your brand and functions smoothly.

• Distribute Across Multiple Channels: With Zonka Feedback, you can easily share your NPS Survey with Key Drivers across various platforms, including your website, in-app, email, SMS, and even offline. You can also use QR codes for contactless participation, making it simple to gather feedback wherever your customers interact with your brand. This flexibility ensures you reach a wider audience and collect valuable insights from multiple touchpoints.

Integrate, Automate, and Act with NPS Key Drivers Survey Template

Once the data from the NPS® Key Drivers Survey Template is collected through Zonka Feedback, several powerful actions can be automated and managed to ensure timely responses, effective improvements, and closing the feedback loop:

• 1. Automation of Follow-Up Actions - Zonka Feedback enables automated workflows to trigger specific actions based on survey responses. For example:

  • NPS Detractors (0-6) can automatically receive follow-up emails addressing their concerns, offering resolutions, or escalating the issue to a customer support team.

  • NPS Promoters (9-10) can be directed to share positive feedback through reviews or participate in referral programs.

  • NPS Passives (7-8) can be prompted for further feedback to understand how to convert them into promoters.

• 2. Response Management and Task Assignment - Feedback from the survey can be integrated into your CRM or support systems (like Salesforce or Zendesk) to assign tasks based on the areas of improvement. For detractors, Zonka Feedback’s case management system ensures their concerns are logged and tracked until resolved. Tags and filters can be applied to organize feedback by priority, agent, or department.

• 3. Closing the Feedback Loop - Zonka Feedback’s closed-loop workflows ensure that responses don’t just sit in a database. After feedback is captured, teams are automatically notified, and actions are taken, like addressing specific complaints or reinforcing positive experiences. This follow-up is critical for:

  • Detractors, to fix issues quickly and reduce churn.

  • Promoters, to build stronger relationships and encourage advocacy. By resolving issues promptly and informing customers of the actions taken, you can enhance customer trust and loyalty.

• 4. Real-Time Reporting and Insights - Zonka Feedback provides real-time analytics on the collected feedback. You can monitor trends in NPS scores, identify common issues, and measure performance in areas like customer service or product quality. Zonka’s AI-driven sentiment analysis also uncovers the underlying emotions in customer feedback, helping you prioritize improvements.

• 5. Segmenting and Targeting for Future Actions - Zonka Feedback allows for dynamic segmentation based on feedback responses, enabling targeted actions. For instance, you can create campaigns specifically for:

  • Promoters, to increase brand advocacy through referral incentives.

  • Detractors,to prevent churn by offering personalized solutions or discounts.

  • Passives,to increase engagement and convert them into promoters.

• 6. Integration with Other Tools - Zonka Feedback integrates seamlessly with CRM, marketing, and helpdesk tools like HubSpot, Salesforce, Zendesk, and Mailchimp. This ensures that feedback data flows effortlessly across your systems, enhancing visibility and enabling quick actions across departments.

Key Benefits of NPS Survey Template with Key Drivers

• Gain Deeper Customer Insights: This template helps you collect specific feedback on the key factors driving customer loyalty, allowing for more informed decisions to improve your business.

• Understand the “Why” Behind NPS Scores: Go beyond the score—identify what drives customer satisfaction or dissatisfaction, helping you focus on areas that need attention.

• Targeted Improvements: Prioritize what matters most by addressing key drivers of loyalty, ensuring your efforts directly impact customer satisfaction and retention.

• Personalized Experiences: Use survey logic to tailor follow-up questions based on customer responses, gathering more relevant and personalized feedback.

• Boost Retention and Advocacy: By understanding what drives loyalty, you can take focused action to improve customer retention and turn satisfied customers into advocates.

• Multi-Channel Distribution: Easily distribute surveys across email, web, SMS, in-app, and offline channels to capture feedback from all customer touchpoints.

• Real-Time, Actionable Insights: Access real-time data and analytics to quickly implement changes based on customer feedback, driving business growth.

Distribution Channels for the NPS Survey Template with Key Drivers

With Zonka Feedback’s NPS Survey Template with Key Drivers, you can easily distribute your surveys through various channels, ensuring you gather feedback from customers at every touchpoint. Here’s how each distribution method works:

Website

Embed the NPS survey directly on your website to collect feedback from visitors as they browse or interact with your offerings. This method captures insights in real time and allows you to gather feedback from customers at the moment they are engaging with your products or services, providing valuable in-context data.

In-app

Integrate the survey into your mobile app to collect feedback from active users. This ensures you reach customers when they are already interacting with your product, leading to more accurate, relevant responses. It’s a seamless way to gather insights without disrupting the user experience.

Email

Send personalized NPS surveys to your customers via email. Email distribution allows you to target specific segments of your audience, follow up on interactions, and track responses easily. Customers can provide feedback at their convenience, and you can monitor response rates through Zonka Feedback’s analytics.

SMS

Reach customers directly on their mobile devices by sending surveys through SMS. This is a quick, efficient way to capture feedback, especially for customers who are on the go. SMS surveys tend to have high open and response rates, making them ideal for gathering feedback quickly.

Offline

Use the survey in physical locations, such as stores, events, or offices, to collect real-time feedback without needing internet access. Offline distribution ensures you can gather insights during face-to-face interactions, allowing for immediate feedback and follow-up at the point of customer engagement.

QR Codes

Generate and share QR codes for contactless survey participation. Customers can scan the QR code with their mobile devices and complete the survey instantly. This method is ideal for physical locations like stores, events, or printed materials, allowing for quick, easy participation and helping you reach customers wherever they are.