Here is the DEMO that covers the setting up of a NPS survey using my-NPS service. Click on the video beside to start it. Let us guide you - it's easy!
Target your key population and broadcast NPS questionnaire on your Facebook page. It's available from Freemium version!
Please click here to access a tool which will help you to calculate an optimal sample size for your NPS projects.
Registration is free and open to everyone.
Click on the "Start now!" link in the top banner. Then, fill out all the necessary information. Congratulations! You are now entitled to the FREE version of my-NPS !
Click on the "Log in" link in the right hand side of the top banner. Then, enter your username and password.
Access the "Pricing" page and choose the account type which best suits you.
Once you have clicked on the "Change/Update Plan" button, you will get connected to PayPal: we have chosen PayPal because is the most secure platform.
You have the choice of paying with a credit card or your PayPal account: just follow the procedure.
Due to PayPal limitations, to change your plan, you first need to unsubscribe from your current my-NPS version: log in with your username and password, go to "My account" and click on the "Unsubscribe" link located on the right hand side of the page.
Then follow the PayPal procedure to unsubscribe. Don't worry about your projects: we have saved them all!
To finish please go to the "Pricing" page and choose your desired version of my-NPS
Once logged in, simply click on "My account" in the menu on the left hand side to get your details account.
You can change them by using the "Change account settings" button: it will display a form where you can modify the information about you and your company. At the bottom of this form, use the "Change password" button to... change your password :-)
At the bottom of the panel, use the "Unsubscribe" button to cancel your monthly or annual subscription and to return to the FREEMIUM plan.
Lastly, if you wish to permanently delete your account, simply write to us at firstname.lastname@example.org.
Please follow the instructions below to create your first my-NPS project.
Remember: if you encounter a problem, the Chat service is at your disposal on the right hand side of the screen, or you can email us at email@example.com.
Log into your account and click on "My projects" link on the left hand side of the screen. Then click on the "Create project" to set up your first Net Promoter Score project!
The first step is to give a name to your project. The project can be, for example, the NPS evaluation of your brand, your website or one of your products. Give it a name which will allow you to find it easily later.
Firm, brand, product or service name:
In this field, write carefully the name of your company, brand, product or service that you would like to evaluate. This is what the clients will see. If you are not sure, write anything and send yourself an email. You can then go back and change the name.
Don't forget to upload your company or product logo! Click on the white box under "Logo:" to upload an image of your choice located in your computer.
Click on this button to validate and create your project.
Congratulations! You are now in the project management interface.
There are 10 buttons, each with a different functionality: depending on your current my-NPS plan, some of them may not be available to you. If you would like to benefit from a functionality that is not accessible, upgrade to a superior plan. To access all the features, we recommend that you use the BASIC or PREMIUM versions which will also allow you to send thousands of NPS questionnaires!
Through this panel, you can configure the 2 questions which you will ask your customers.
First question: 0-10 ranking question
Click on the question label and choose the question which better suits you among the 5 questions proposed:
Second question: open-ended question
Here you can choose between 2 question labels:
You have now finished setting up your NPS questionnaire: click on the "Save" button to go back to the project management panel.
Now that you have programmed the options of your questionnaire, we recommend that you test your questionnaire online to ensure that it meets all your requirements: click on the "Test online questionnaire" button. If you notice a mistake, go to the questionnaire settings, change the options and save!
Each time you make a change to your project and you want it to take effect immediately, make sure to click this button to update the "live" questionnaire. That is a different action to saving: when you make a change, you can test it by using the "Test questionnaire" button, but the change will not be visible by your clients until you click on "Applying changes".
You can invite your customers to respond to your NPS questionnaire by infinite ways: through a pop-up or a banner on your website, by email or SMS, on the social networks, ... If you have upgraded your initial FREEMIUM plan to the BASIC, PREMIUM or even ENTERPRISE version, you will be able to configure and send emails directly from my-NPS : see the next section.
To get the link which points to the NPS questionnaire, simply click on the "Share questionnaire link" button: it will generate a link dedicated to your NPS project. Double-click on the link, copy it and paste it on your Facebook page, in a Tweet, in the HTML code of your website, ... Easy :-)
Using this link, you will be able to retrieve the rating and feedback from your customers. However, unlike with the emailing facility included in my-NPS , you will not be able to identify the respondents who have completed the NPS survey via the share link.
If you have purchased the FREEMIUM plan, you won't be able to send emails using my-NPS until you upgrade to a higher plan.
Fill in this field with the email address which will appear as the sender's address. Make sure that this address is known to the respondents!
In this field, write in the subject of your email: for example, "Your opinion matters to us!" or "Following your visit...". It is important that the purpose is clear and engaging. Avoid the words that will send the email to the spam folder, such as "win", "urgent", "free", etc.
This sentence will appear at the very beginning of the email which will be sent to your customers. This is where you will explain your approach: it is a good practice to give an estimate of the time it takes to complete the questionnaire (in our case, 2 questions in less than 30 seconds!). Indicate that their opinion will help to improve your services, and perhaps they can enter a draw to win a prize if they answer.
Thank you sentence:
This sentence will appear at the end of the email. Please, thank your customers for their participation.
You can now save the email settings by clicking the relevant button!
Send yourself a test email to ensure that you are happy with the email and the questionnaire! If that is not the case, change the email by repeating the previous steps and update the questionnaire instantly by clicking on the "Applying changes" button (see above).
CONTACTS MANAGEMENT AND EMAILS SENDING
Import CSV file:
This button lets you upload a CSV file containing the email-addresses of your customers. You can create this CSV file from your own email application, your CRM or from any other source. Once uploaded, your customers (and future repondents!) will appear in the table.
Add new contact:
Use this button to add new contacts, one by one: write in the name and the email-address of a new contact and click "OK" to add him/her to the list of people to be invited to your NPS questionnaire.
Enter some text in this text box to limit the list of contacts to the ones matching your entry.
Use this button to remove an entry from your list of contacts.
Send emails to all contacts:
Click on this button to send your NPS questionnaire by email. Watch out! Once sent, you cannot go back.
Results are provided in several ways: charts for key results, verbatims for the customers' feedback and response database download for a deeper analysis.
Evolution of your Net Promoter Score during the last 15 days:
Here you will be able to observe the trend of your Net Promoter Score, day by day. Be reactive by observing the ratings everyday!
Global Net Promoter Score:
Here is your Net Promoter Score calculated from all the interviews collected for your NPS project since it was launched. A score above 0 is good because it means that you have more promoters than detractors.
Distribution of detractors, neutrals and promoters:
This is a very important graph to monitor if you want your score to increase and to understand the impact of the NPS on your recommendation and therefore on your sales...
We recommend that you read our White Paper to master all the aspects of neutrals, promoters and detractors rates.
However, be aware that if your NPS is excellent, for example, around 60, but your rate of passives is above 80%, the impact of your recommendation will be quite low because your promoters are certainly more numerous than the detractors but in volume they are not many! The neutrals are the numerous ones! Or they do not particularly recommend you and will not help to raise your sales by giving their opinion on the Internet or while, let's say, socialising.
For this reason, we advise you to go over the feedback of the neutral respondents. Don't hesitate to contact them again and ask them, if the feedback is lacking in content, what's missing in your company so that their experience is so exciting that they will give you a rating of 10?
Evolution of the average rating:
Through this chart, you can analyse the average of the ratings that you get day after day. Even if it based on the same question (rating) than the NPS, this result is sightly different.
Top 10 words used for feedback:
This module lists the 10 main - most used - words by your respondents when answering the open-ended question. You can deduce from it the feelings that emerge about the subject of your NPS project.
Here you will find all the feedback collected through your NPS project: this is the voice of your customers, all the answers given to the open-ended question.
This is very important and we recommend that you consult this section regularly, as your clients' remarks have to be taken into account to improve your service and the client's experience!
Also, if the detractors complain, you will see here what their problem was. You may even want to write a personalised email or call them.
You can sort all feedback by clicking on the corresponding drop-down list and bring up first those related to poor ratings (the detractors) or best ratings (the promoters). You can also sort by date from newest to oldest and vice versa.
NPS database download
Lastly, you have the option of downloading all ratings and verbatims (feedback) into a CSV file that you can later use as you wish.
It displays the activity on all of your projects: the number of interviews completed each day for each project. It includes the questionnaires accessed by email and via a shared link.
This lets you evaluate the effectiveness of all your NPS projects.
To discuss any special requirements, please contact us: