NPS Best Practices: Questions, Processes, Feedback

  • 11 March 2016
  • 2 replies

Userlevel 6
Badge +5
  • Gainsight Employee: Golden Ruler
  • 317 replies
We are going through the process of re-evaluating our NPS Program. I would love to hear how others here do NPS. 

Some of the areas I'm specifically looking for input on are:

  • How do you create buy-in across your company to empower others to followup and create change for responses?
  • How many questions are on your NPS survey?
  • What processes do you have in place to ensure timely followup and follow-through on responses?
  • How do you increase your response rate?

2 replies

Userlevel 7
Badge +3
Hi Lane, this is a great topic to get the Community talking about! You're probably aware of Gainsight's advice in these areas, but just in case, I wanted to let you know about these resources:

How & When to Send Surveys webinar recording & PPT (March 9, 2016)

Survey and NPS Best Practices webinar recording (July 2015)

Survey Program Best Practices article
Hi Lane,

I know other customers will chime in with their own observations and experiences, but we have two webinars that might interest you, as your questions are addressed in the content.

Here is the link to a webinar I did last year entitled Survey Best practices & NPS:

And here is the link to the one Easton Taylor and I did last week, called When & How to Send Surveys: