Creating a great NPS survey email

Intro

Your customers receive dozens of emails every day, many of which go completely ignored. If you make your NPS survey emails stand out, your customers will find them more relevant and will respond more often.

Sender details

When you create your first NPS campaign you should set up a custom sending domain. This means your NPS emails will come from your own domain with the proper credentials so that your customers recognize them.

Once you've chosen the full sender address you should encourage your customers to save it to their contacts or SafeSenders list to give it the best chance of reaching their inbox. 

Subject line

A well-crafted subject line will help draw your customers' eyes to your emails. Here are our top suggestions for writing a great subject line:

• Keep it brief - most mail clients will cut off a subject line after 60 characters
• Involve the customer - think less "rate our business" and more "here's your chance to share your views"
• Ask a question - questions often raise a reader's interest more than a statement, "how can we do better?"
• Use an emoji - emojis are still relatively rare in many business communications and could help catch your reader's attention, however they don't always display well in Outlook so test some out first 👀

You may want to play around a bit and try changing the subject line when you create or update a campaign until you find one that works best with your customers.

Logo and branding

Using your company's logo and changing the color of the survey scale to match your branding will help reinforce that the survey email is a part of your business.