Net Promoter Score (NPS) surveys are known for their versatility and can be deployed in various stages including post-purchase, post services, and much more. To get a concise understanding of customers’ loyalty with the brand or organization at the different stages, you can employ NPS as —
- Transactional NPS Survey
- Relationship NPS Survey
Transactional NPS Survey
Transactional NPS Surveys use specific wording that mentions the transaction or event. They are conducted to determine the customers' perception immediately after specific interaction or transaction or event like placing a new order, booking tickets, doing online payment and so on. With the Transactional NPS Surveys, it is easy to determine which interaction caused an unpleasant experience for the customer.
How Transactional NPS Surveys help?
When you take customer feedback immediately after a specific event, interaction or transaction, it helps you to clearly understand what exactly caused their sentiment. This also helps you to acknowledge the positive effect or fix the issue, in case of an unpleasant experience.
When to Use Transactional NPS Survey?
There are various situations or touch-points where transactional survey works best:
- Post-Service Feedback or after a Ticket or Call — After a ticket has been closed, or a customer call has concluded, or a service has been delivered, send an NPS survey to determine customers' satisfaction with the experience is a great idea.
- Important Product Update — Asking for customer feedback cannot only help you to understand audience reaction to a new product but also suggest improvements to spare you from potential blunders.
- After New Business Interaction — Asking your customers how satisfied they are with your service after a new transaction is critical since such Transactional interactions are often identified with some issues like an unsatisfactory instalment procedure, a wrongly delivered/damaged shipment, and more.
Relationship NPS Surveys
A Relationship NPS Survey is conducted to gauge the general experience of customers of being associated with your brand. Relationship survey can be conducted by posing the simple NPS question that how likely are you to recommend us to a friend or family on a scale of 0 to 10? Relationship NPS Surveys can be done regularly like bi-annually, or quarterly that help you make sense of which aspect of the customer experience must be improved.
Which one is better: Transactional or Relationship NPS Survey?
Both Relationship and Transactional Surveys have their own significance when it comes to tracking customer experience and loyalty. The one you pick for your survey entirely depends on the situation.
We recommend that Relationship and Transactional Surveys can be used together on different occasions like use Transactional NPS Surveys post any event and interaction and use Relationship NPS Surveys to determine the general health of the relationship on a timely basis.