Fuseomatic

Igniting Keap

NPS Infusionsoft Email Campaign

With the recent launch of Fortapay, (our Infusionsoft invoicing and account management platform,) we wanted to automatically check in with our customers every so often to see how happy they are with their Fortapay app. We decided to keep things simple and use a customer experience metric called the Net Promoter Score® (NPS).

We wanted to make it easy for our customers to send us feedback. Like one-click type easy. The one metric measured in the NPS method is “On a scale of zero to 10, how likely are you to refer us to a friend?” With only one simple question, there is only one simple response; couldn’t get any simpler for gauging our customer experience.

After a bit of brainstorming, we decided that we wanted to have the survey in the email, where the customer could glance at the survey, click a choice and be done. Unfortunately, embedding forms in an email is a big no-no, since it isn’t widely supported and many email clients/providers block any emails with embedded forms.

We also didn’t want to have our customers click a link in the email and then send them to a webpage to complete the survey. You see, in the customer’s mind, they have no idea how long or involved the survey might be and deleting our survey request is easier than figuring out how much time it would take to complete the survey.

But when the survey is staring them right in their face, and its only one question, it’s hard to resist! Anything we can do to streamline our customers’ ability to provide feedback is a good thing.

So we ended up with this email below. The survey is contained within the email, and is created using columns and rows. No ISP block. And only one question that begs to be answered.

NPS email example

An example of our NPS email survey. Works on mobile devices too!

 

We decided to track everything in Infusionsoft. We set up a “looping” sequence in the campaign builder so our customer would get the NPS survey a couple times per year. We set up a custom field to store the latest response (value from 0 to 10) so we could aggregate scores to figure out our NPS.

We also apply a note template to log each time the customer responds. If our customer gives us a bad score, we automatically create a task for one of our staff to follow up and see how we can improve that person’s experience with our company/application. Here’s the gist of the campaign:

 

NPS campaign

The NPS Campaign

 

Knowing how our customers perceive us gives us a chance to sleep well at night– or at least do something about it if the results are dismal. We certainly think Fortapay’s a cool app, but knowing what others think proves to be a more valuable metric to know.

 

This article is provided by Fuseomatic, LLC. (c) 2014. For more information, visit www.fuseomatic.com

 

Comments

  1. Hi, sounds like a very useful campaign. I have a question. 🙂 The email you send out, do you send it only as HTML (without a Plain Text version) in order to ensure that the images show up? And what do you do about the images in case they do not show up in the email when someone opens it?

    Just trying to understand how you deal with someone’s email program not showing them the images that represent the number choices. 🙂

    Thank you,
    Cindy

    • Hi Cindy,

      Great question. We actually don’t use images at all for the survey, but we do send out the email as html and not text. With a little html finesse the survey is able to show up just fine even with blocked images. While we do hack the Infusionsoft email template a bit so it is mobile friendly, all that is needed for the survey part of the email is this little snippet:

      See the Pen ByOGPR by Timothy Smith (@timpreneur) on CodePen.

      You’ll need to change the links in the above example for each of the numbers in the survey to point to your website. We built it so when our customer clicks the link/number that corresponds to their survey response they land on a short “thank you” page that asks them to share any other suggestions.

      I hope that helps!

      – Tim

      • I don’t usually write comment, but thank you very much for sharing the code! It helped me tremendously with our infusionsoft campaign.
        Quick question: “/?dsp=msg9-10& ”

        What does this query strong does?

          • Great I see, so probably I will not use this. We use a different Thank-You page based on the response.

            Would you mind having a look at the HTML code? #help http://www.cdpn.io/BoEeaE

            Because users don’t get tagged, and I am not sure if I have done something wrong in the HTML? Been spending a lot of time already, and will appreciate a pair of fresh eyes to look at it.

  2. Hi, thank you very much for sharing this! I wonder what is inside the sequences and how you set up the loops? Just by looking at the picture I can’t figure out where you collect the actual responses… Do you mind sharing these? Thank you!

  3. Do you have a way to automate the aggregation / calculation of the overall (average) NPS?

    • Using just Infusionsoft you could do a contact look up for anyone who has filled out the report and then export to a spreadsheet– not automated but doable. To automate things you’d need to get more sophisticated and do an API query which could aggregate all the values.

  4. Very cool. I love the HTML design. Any idea how I would be able to apply the appropriate tags for the html click?

    Thanks for any tips

  5. Hi Tim, great stuff!

    I’m assuming there is a bit more to this. Would you be able to send me an email so I can see it in practice?

    Thanks
    Mark

company

Popular Posts