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Wandering what NPS is? Please check my previous post on the topic here:  WHY DO YOU NEED TO RUN NPS CAMPAIGNS?

Running successful Net Promoter Score (NPS) campaigns requires a strategic approach to ensure effectiveness. Before initiating your NPS campaign, it is imperative to establish a clear strategy. This involves making key decisions regarding the campaign's objectives, target audience, frequency, and follow-up procedures.

1. Defining Objectives: Determine the purpose of the NPS campaign. Is it intended as a one-time assessment following a specific event, such as a presentation or product launch? Alternatively, is it part of a regular feedback mechanism, such as quarterly assessments or pre/post-renewal evaluations? Clarifying these objectives is crucial for shaping the campaign's direction.
2. Identifying Target Audience: Identify the recipients of your NPS surveys. This may include business owners, primary contacts, decision-makers, influencers, managers, end-users, or individuals undergoing onboarding processes. Tailoring the survey to the appropriate audience ensures relevant feedback for actionable insights.
3. Determining Frequency: Establish the frequency of NPS survey delivery. Decide whether it will be a one-time occurrence, conducted quarterly, biannually, or at other intervals. Consider factors such as the optimal day of the week and time of day to maximize response rates and attention from recipients.
4. Developing Follow-Up Processes: Define a structured follow-up process based on NPS scores. Acknowledge and reward promoters (scoring 9 or 10), while engaging with passives (scoring 7 or 8) and detractors (scoring 0 to 6) to address their concerns. Assign responsibilities for follow-up actions and ensure accountability within the team.
5. Implementing Workflow Rules: Automate follow-up procedures by establishing automation rules. This may involve assigning tasks to team members based on survey responses or triggering email templates tailored to different NPS scores. Streamlining these processes enhances efficiency and ensures consistent engagement with respondents.
6. Promoting Transparency: Foster transparency within the organization by sharing NPS feedback with colleagues through designated internal channels. Regularly disseminate customer feedback to relevant stakeholders, enabling them to take informed actions and prioritize initiatives based on customer insights.
7. Incorporating NPS Data: Integrate NPS data into internal and client reports to monitor performance and track progress over time. Present NPS results during internal meetings, such as all-hands gatherings, to cultivate awareness and accountability within the organization. Additionally, include NPS findings in client reports, demonstrating responsiveness and building trust through proactive communication and action.

By meticulously planning and executing these steps, you can optimize your NPS campaigns to drive meaningful improvements in customer satisfaction and loyalty.