What is Feedback?
Feedback is a category on Countly that features three plugins: Ratings, Surveys, and Net Promoter Score®. These three different plugins give you the ability to collect, measure, track, and react to user feedback, all the while integrated to other Countly reporting or analytics features. However, each of them offer different customization options in terms of content and design of their respective widgets, and their targeting strategy.
What is the difference between Ratings, Surveys, and Net Promoter Score®?
- Ratings on Countly is used to get scores and comments from users/visitors by comparing their feedback on a scale from 1 to 5, normally using a scale of reaction emojis to measure satisfaction. It can be added to all pages or special pages, and its segmentation is based on the user’s device and the page they view.
- Surveys is used to collect, store, search and track user feedback to different questions from web and mobile applications that are completely customizable, and that run based on behavioral or property segmentation. The Survey plugin is available in Countly Enterprise Edition.
- Net Promoter Score® (NPS®) is a type of survey that measures the percentage of users or visitors who positively refer you to their friends. It is a customer loyalty and satisfaction measurement taken by asking users or customers how likely they are to recommend your product, app, or website to others on a scale from 0 to 10. NPS and its other derivatives are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. The Net Promoter Score® plugin is available in Countly Enterprise Edition.
The most amazing value of Countly is that it provides you with the possibility of analyzing customer feedback together with other data, so you can easily see both the overall picture and the granular details. For example, you can track the first and second move/interaction of a particular user on the User Profile section. So, you can develop better-targeted strategies or new campaigns which consider your users’ level of satisfaction, loyalty, and/or opinion.
What is the difference between Net Promoter Score and Customer Satisfaction Score (CSAT) Survey?
Both tools are essential to understanding your customer or user better. However, CSAT tends to be a more short-term metric as it tracks satisfaction on a transactional basis, while NPS is normally a longer-term metric because it measures overall loyalty. In Countly, NPS can be approached using the NPS plugin, while CSAT can be analyzed using the Surveys and the Ratings plugins.
Can I run Surveys based on behavior of users, like a performed event?
Yes. Countly provides you the ability to target users based on performed events such as a clicked button, the submission of a form, or a successful money transaction. Also you can target users based on user properties like country, membership type, language, etc.
Can I remove Countly labelling on my Feedback widgets?
Countly allows you to upload your logo while creating your Surveys widgets. For Ratings widgets, you can fully customize it from CSS. More information on customizing each widget can be found in the respective User Guide for each Plugin.
Can I create Alerts and reports based on Feedback plugins?
Both Alerts and Email Reports can be created for customizable changes to Ratings data. More information can be found in the Alerts and Reports User Guide.
We use the Countly Compliance Hub plugin. Will Surveys or NPS widgets automatically be shown to users/visitors who haven’t allowed cookies or tracking?
If your NPS and Survey widgets are triggered for pre-defined conditions like user profile or user events, the users who didn't accept cookies/tracking options won’t see your NPS and Survey widgets. You can track these permissions via the Compliance Hub.
On the other hand, if your NPS and Surveys are not triggered by pre-defined conditions (e.g. selecting all visitors to a website), all users will visualize the widgets regardless of whether they accept or decline your compliance agreements.
What is a good NPS response rate?
A higher response rate indicates that the Average NPS will give you a clear picture of your audience. However, the response rate will vary greatly depending on the target audience, industry, market, and product or service. Generally speaking, a response rate of over 40% is ideal, but remember to keep your expectations realistic and to track response rates over time in your NPS Dashboard.
How do I increase my NPS response rate?
There are many strategies you can use but again, they will depend on the nature of your product or service, your industry, and your market. But you can start by considering the following:
- Time the NPS survey appropriately: a customer can’t be loyal to a brand immediately after conversion. Instead, give them the time to make up their mind.
- Don’t overwhelm your respondents: if you have users that repeatedly trigger an event, don’t send them an NPS survey after each one. Instead, use Cohorts to segment the recipients of the survey better.
- Keep the content of the NPS survey short and to the point but convey personalization. Use the segmentation of your choice for your own benefit and customize the elements of the survey to sound more personalized depending on the user score-based category.
What is a good Average NPS?
Like any other survey measuring customer loyalty, Average NPS results vary depending on each industry and market. Of course, the closer the average is to 100, the better because it means that all customers/users are actively promoting your service or product and each lead has a high conversion chance. This is clearly highly utopic, but tracking the improvement of your Average NPS over time will enable you to see if you are on the right track. That said, the general rule of thumb is that the Average NPS should be above 0, and leaning towards 30.