The number of people who use Typeform has surpassed 1 million.
They recently implemented an NPS survey for a subset of users… and found some unexpected findings:
Detractors and Passives both produce the same content.
Second, the highest rate of churn is found among those who did not take part in the survey.
We need to know how to apply this knowledge.
Get the word out to your clientele!
It seems that any feedback, no matter how negative, is preferable to none at all.
How?
One, find out from those who didn’t participate why they didn’t.
Consider analysing your email’s open and delivery rates.
Third, use a variety of methods to conduct the survey (online, on the phone, in print, etc.).
The fourth step is to dangle a carrot.
Any other suggestions?
(if you agree, click “Reply” and forward)
Source: https://www.retently.com/blog/typeform-nps-customer-satisfaction-product-roadmap/