How to increase NPS response rate?

• 

  Howard Lio

  September 27, 2021 17:18

  Hi Alli Bordogna,

  Thanks for posting this question on the Discussion Community!

  We have some suggestions and best practices that you can do to improve NPS response rate:

  • Check out this blog from Hannah Chaplin with 5 tips to consider: https://www.pendo.io/pendo-blog/how-to-use-net-promoter-score-to-drive-mobile-app-success-pendo-blog/
  • Vinay Shukla wrote a great post here on improving further feedback to help qualify the main NPS response: https://support.pendo.io/hc/en-us/community/posts/360077914331
  • Lastly, here's our article on setting up NPS with recommendations for delivery and segments: https://support.pendo.io/hc/en-us/articles/360033527151-Setup-NPS-Overview#h_a4957a5e-cc73-4597-bef3-2ebd3318d79a

  Hope this helps you and your customers! Let us know if you have any further progress to share with the Community!

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• 

  Angus Yang

  November 11, 2021 23:05 (Edited March 01, 2022 17:31)

  To add to this, we get a lot of questions about what to expect with NPS response rates, what is a good or bad response rate? It will definitely vary based on a couple of factors like:

  1. Who is the NPS survey targeted towards? Different personas may be more inclined to respond to surveys than others, B2B companies may have a higher response rate than B2C.

  2. How frequently do you send this? If someone sees an NPS survey with high frequency like every 30 days, they may only choose to respond once or if they only see it more sporadically like every 90 days, then they may be more inclined to answer.

  Some things to consider when setting up NPS!

  ---

  Also if you're seeing a low volume of responses, somethings to consider are:

  - How many views have there been so far? Is it just a limited segment or is the NPS targeted to everyone?

  - Is the NPS survey set for sitewide or a specific page? Specific pages could result in lower response volume.

  - Is the survey turned on for even distribution? Even distribution naturally results in lower daily responses but more consistent responses over time.

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