The Net Promoter Score (NPS) is one of the most effective ways to measure customer satisfaction. By sending the survey via SMS, you get answers quickly and reliably.
What is NPS and how does it work?
The NPS survey asks customers to rate how likely they are to recommend your company to a friend or colleague. Responses are given on a scale of 0 to 10 and are categorised as reviewers, passive and recommenders.
- Reviewers (0-6): critical customers who are unlikely to recommend - and may even speak negatively about - your business.
- Passive (7-8): satisfied, but neutral - not particularly enthusiastic or loyal.
- Recommenders (9-10): highly satisfied and loyal customers who are likely to actively recommend the company to others.
The responses are used to calculate the NPS index. NPS is the probability of recommendation - that is, the proportion of customers who would recommend your services to their friends or colleagues if they needed a similar service.
This is how the NPS index is calculated:
The NPS index is calculated by subtracting the proportion of reviewers from the proportion of recommenders.
For example:
- 60 of % respondents gave a rating of 9 or 10 → recommenders
- 20 % gave a grade of 0-6 → reviewers
- NPS = 60 % - 20 % = +40
The result can vary between -100 and +100. The higher the number, the stronger the customer satisfaction and willingness to recommend.
Why send an NPS survey by SMS?
SMS is a very effective channel for conducting surveys.
By text message you will receive:
- Higher response rate
- Faster results
- A quick and easy way to respond
A text message attracts attention and can be timed just right. The message is often read as soon as it arrives, and it's easy to reply.
Please take these into account when conducting an NPS survey by SMS
A good message is short and clear - and tells you at the outset who the message is from. It's also a good idea to mention that the reply will be given by number.
An example of an NPS survey message:
Hi [first name]! Thank you for being a customer of Quriiri. On a scale of 0-10, how likely would you be to recommend our service to a colleague? Please answer with a number (0 = very unlikely, 10 = very likely)
To be able to reply to an SMS message, you need a so-called Reception number. It can be a longcode number (a standard mobile phone number) or a shortcode (for example 12110). As the sender is the number and not the company name, it is important that the message clearly states who it is from.
A powerful NPS survey
Quriiri has a tool designed for creating and sending an NPS survey. NPS app, which will help you get the survey up and running easily.
1. Write the starter question, for example:
Hi [first name]! Thank you for being a customer of Quriiri. On a scale of 0-10, how likely would you be to recommend our service to a colleague? Please answer with a number (0 = very unlikely, 10 = very likely)
2. Ask a follow-up question
With the Quriiri, you can easily ask specific questions that will provide you with valuable information. For example, you can ask: ”What was the main reason for your score??” You can target different follow-up questions to reviewers, passive and recommenders.
3. Start the survey
You can send a survey to a specific group of recipients immediately, schedule it or automate it as part of the customer journey - for example, after a service encounter or delivery. You can also add recipients to a query that is already running.
4. Track results
The Quriirin NPS survey automatically calculates the NPS index based on the answers and you can monitor its evolution in real time. You can also easily view the open answers and export them to, for example, Excel for further processing.
5 tips for a successful NPS survey
1. Send at the right time - for example, immediately after a service or purchase
2. Ask a follow-up question - gain more understanding and ideas for improvement
3. Thank the respondent - small gesture, big meaning
4. Ask regularly - but with moderation
5. Make the most of feedback - customers appreciate it when their opinions are listened to
Try creating and sending an NPS survey
The NPS survey via SMS is a quick and efficient way to collect valuable feedback directly from your customers. Quriiri has a ready-to-use app to get you started.
Want to try how easy it is to get your customers' opinions across?
👉 Contact us - we're happy to help you get started.
