We have lots of experience of helping our customers to achieve and keep a high level of engagement with the SmileBack CSAT and NPS surveys. This article will guide you through a range of approaches.
To successfully nudge your clients towards responding to your SmileBack surveys, there are three key components:
- Implementing a communication strategy that informs your clients about the surveys and encourages them to respond.
- Reducing the friction and effort of leaving feedback.
- Highlighting the importance of client feedback.
Get a head start: introduce the SmileBack survey prior to implementation
Introduce it internally
Your team needs to be introduced to SmileBack before they can encourage your customers to use it. Here are some tips on how to get them on board:
- For CSAT, you can make a competition based on response rates/positive ratings/CSAT score (e.g. whichever engineer gets the highest response rate that week gets a reward).
- Display the dashboard in a public area for your engineers to see the positive feedback they are receiving as well as the company's overall NPS score.
Tell your clients about us!
Include SmileBack in your new client onboardings. Let the clients know to expect the surveys and how it helps you ensure they are happy with your service. Share your commitment to following up on negative reviews and scores.
Send an email upon implementing CSAT and NPS letting your existing clients know about the service. Here you are some example drafts:
For CSAT:
Subject: Introducing quick and easy service surveys
Dear [contact first name],
We want to let you know that we've just implemented a one-question survey to all closed support tickets. Now, at the close of each issue, you'll receive an email letting you know that we've completed your ticket.
In that email, you will see a set of three smiley faces ranging from happy to sad. We would really appreciate if you'd let us know how we did by selecting the one the most represents your experience. It'll only take a second! You'll then be able to leave a comment if you'd like to detail the reasons behind your rating.
This will help us to ensure that you're satisfied at the end of every service ticket and that we're offering you the best possible service.
All the best,
[your company]
For NPS:
Dear [contact first name],
We want to let you know that we've just implemented a [monthly/quarterly/...] one-question email survey.
In that email you will see a 0 to 10 scale of how likely you would be to recommend us to a friend or colleague. We would really appreciate if you'd rate your overall experience with us by clicking on one of the scores. It'll only take a second! You'll then be able to leave a comment if you'd like to detail the reasons behind your scoring.
The email will be sent from [add email the NPS survey will be sent from], if possible please add this address to your contacts list so it doesn't get caught in your spam folder.
This will help us to ensure that you're satisfied with the experience we are providing and that we're offering you the best possible service.
All the best,
[your company]
Boosting your CSAT reviews:
Make it easy for customers to see the survey. Use a responsive email template as many clients open emails on mobile devices; and reduce other visual content in your email so the survey stands out.
Have the survey stand out and be noticeable. Place the survey close to the top of the email, ideally straight after the address.
Don't overwhelm the client with text. Make sure your closed ticket email is short. Clients are likely to overlook the survey if it is lost among lots of other content.
Highlight why the client should leave feedback. Add a short sentence along the lines of: "your feedback will help us improve and learn". It's good to remind clients why feedback is important.
Remind them of the survey before closing tickets. Get your support agents to remind clients at the close of each ticket to click on a smiley face. This can be a built-in confirmation that the engineer actually completed the job: if the client replies along the lines of "but you didn't actually satisfy what I wanted...the ticket should not be closed", it allows you to catch negative reviews before they hit your CSAT board.
Boosting your NPS reviews:
Email deliverability: In order to get a high response rate, you want to make sure your NPS emails actually reach the customers. To do this, you should ask clients to white list your help desk email address. If you manage their Exchange settings for them then you can enact this from your side. You can also ask your customers to allow image downloads in your emails so that the SmileBack survey will display fully and be easier to respond to.
Use your custom domain: You will see the option provided in the NPS set-up. This means you can give SmileBack permission to send email from your company's domain. Your customers will recognize this domain and should already have it added to their contacts or allowed senders lists, increasing the chances that they will see the survey.
Update you contact's details: Check who you are sending the survey to, before you first create a campaign, make sure that the contacts you will be importing have working, up-to-date email addresses. This reduces the number of bounces.
Educate your customers: It is important that your customers understand the difference between the CSAT and the NPS surveys. They should understand the value this new metric adds and how it can help you provide them a better service.
You can read more details about NPS email deliverability in this article.
Keep feedback at the top of your client's mind
Show them that you take their feedback seriously. Bring a client report to your regular meetings with clients and demonstrate the importance of a high response rate for measuring your performance at their organization.
Reward them once in a while. Once a month choose a review at random and send that individual or their office a gift with a card from your team. Two birds, one stone: a happy customer, and more feedback in the future.
Share their positive comments. Use our marketing permission feature and our google reviews feature to get permission from your customers to share their positive comments. You can then use that on your website and social media, giving your staff a boost and the customer some promotion.
If you would like to get some more personalized tips, book a consultation call with our Customer Success team here: https://calendly.com/smileback-cs/team-30
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