What are campaigns and why use them?
Our Net Promoter Score (NPS) lets you organize surveys into campaigns. A campaign is specified group of recipients who receive the NPS survey at specific times. This means you can segment your NPS recipients, letting you analyse your results more deeply than if you sent the same survey to everyone at once. For example, you might have a segment for your regular clients contacts and one for the higher level decision makers. Or you may have one campaign for your main brand and one for a subsidiary.
The concept of campaigns works well with NPS because to gauge the quality of your relationship with your customers, you need the ability ask the right questions to the right people and to slice and dice the feedback data once it's collected.
The question then is how to do that right. When creating an NPS campaign you can schedule and customize your NPS survey and target recipients. Deciding how to set it up depends on your goals.
How to schedule campaigns
When setting up an NPS campaign you can choose the campaign's start date and set it to run just once or repeat at a certain interval.
Those settings depend on how often you'd like to have insights and which frequency your customers are okay with. There is no one size fits all recommendation. You may wish to pick an interval to start with and then slow down or speed up the rhythm depending on the response.
Tip: To avoid survey fatigue in case you plan to run campaigns that have recipients in common, you can set up rules so that the imported contacts don't receive more than one survey email in a certain period. We recommend you choose 3 months as the contact rule period. (See step 4 in this article: Import NPS contacts from ConnectWise Manage).
How to choose recipients
As an NPS survey is a tool that helps you measure your relationship with your customer by asking them how likely they are to recommend you to others, it is a good measure for your customers' overall happiness.
We recommend for your first campaigns, while you get used to the concept, to collect NPS feedback that represents your entire customer base's overall NPS. You can do that either by selecting all contacts or, if there are too many, carefully choosing a smaller representative sample. In doing so, you establish a baseline against which to measure the quality of your customer relationships over time; and against which you can compare the happiness of certain customer segments.
The more contacts you target the more likely you'll get a good number of responses; which makes your NPS score more meaningful. Another way to obtain a meaningful NPS score via targeting is by sending the the survey to a smaller pool of contacts from each client company, that way your sample represents your chosen segment.
ConnectWise Manage users: using contact and/or company types to manage recipients
The customization features in ConnectWise Manage (CWM) mean that you can do much of the management of campaign recipients there, before importing them to SmileBack. For example, you could use the contact type field to label all the contacts you wish to receive NPS surveys, and then when you import them into SmileBack you can quickly filter by that type.