Take transactional NPS, for example. It\u2019s not the same as the NPS survey you\u2019d normally run (that\u2019s a relationship NPS.) Yet, it can deliver equally incredible data to help your SaaS to grow. <\/p>\n\n\n\n
In this article, you\u2019ll learn everything about it. First, we\u2019ll cover what transactional NPS is and how it is different from the relationship NPS. Plus, I\u2019ll show you what transactional NPS questions to ask to get the best responses. <\/p>\n\n\n\n\n\n
What is an NPS Survey?<\/h2>\n\n\n\n
Net promoter score<\/a> (NPS – a registered trademark of Bain & Company, Inc.) survey is a customer survey used to measure customer loyalty and their likeliness of recommending your product or service to others.<\/p>\n\n\n\n Here\u2019s how a typical NPS survey question<\/a> looks:<\/p>\n\n\n \u201cHow likely are you to recommend us to a friend or colleague?\u201d<\/em><\/p>\n\n\n\n To answer, the customer has to select a number between 0-10. <\/p>\n\n\n\n Based on the answers to the NPS question, your NPS software<\/a> will measure the net promoter score. However, if you\u2019d like to find the score manually, here\u2019s the formula:<\/p>\n\n\n\n NPS = [(Number of promoters \u2013 Number of detractors) \/ (Total number of respondents)] x 100<\/p>\n\n\n\n The score can be between -100 (i.e., everyone\u2019s a detractor) and +100 (i.e., everyone\u2019s a promoter). Ideally, you want it to be 100, but realistically, above zero is good \u2060\u2014 it means you have more promoters than detractors. Similarly, NPS above 20 is favorable, above 50 is excellent, and above 80 is world-class.<\/p>\n\n\n\n (For more information, check out my guide to calculating and <\/em>analyzing the NPS score<\/em><\/a>.)<\/em><\/p>\n\n\n\n TIP:<\/strong> Always send a follow-up question<\/a> to know the customer\u2019s reason behind giving the score \u2060\u2014 it\u2019s one of the NPS best practices<\/a>.<\/p>\n\n\n\n At the start of this article, I alluded to this: There is more than one type of NPS survey. You can use either a relationship survey or a transactional one.<\/p>\n\n\n\n When most people say \u201cNPS,\u201d they generally refer to the relationship NPS. This is a recurring NPS survey sent at a standard interval<\/a> (quarterly, bi-annually, yearly) to get insights into the overall customer experience and loyalty.<\/p>\n\n\n\n The NPS example I shared earlier in this article (\u201cHow likely are you to recommend us to a friend or colleague?<\/em>\u201d) is a relationship NPS survey.<\/p>\n\n\n\n Transactional NPS surveys (or tNPS), on the other hand, \u2060are sent after specific interactions\/transactions with your brand. For example, you can send tNPS after customer support chat, product purchase, a new\/updated feature, product installation, etc. <\/p>\n\n\n\n The primary use of transactional NPS is to measure how the customer\u2019s satisfaction and loyalty change after an interaction with your product or service. Plus, it helps you find the reason behind the changes in opinion and pinpoint key drivers of customer satisfaction.<\/p>\n\n\n\n Generally, businesses ignore it because either A)<\/strong> they are not aware of transactional NPS or B)<\/strong> they seem similar to CSAT surveys, and the ideal time to send tNPS is at about the same as that of CSAT surveys<\/a>. <\/p>\n\n\n\n\n The transactional NPS questions depend on the types of interactions you have with your customers. For example, if you are an ecommerce business, a question about the delivery experience is natural.<\/p>\n\n\n\n However, because Refiner focuses on SaaS, I\u2019ll use questions relevant to a typical SaaS company. (But of course, other types of businesses can use it as well<\/em>.)<\/p>\n\n\n\n PRO TIP: <\/strong>In Refiner<\/a>, you can create custom audience segments to catch users meeting specific criteria (i.e., new trial signups) and define triggers to launch the survey exactly when you need it. <\/p>\n\n\n\n For example, I set up this transactional NPS survey to trigger 10 days after a user has entered my target audience. <\/p>\n\n\n A lot can happen between a customer coming to your website to purchase and successfully registering. For example, the person might go through your products and plans list, look for the required features in each plan, order, choose their favorite payment method, etc. If they don\u2019t like experience during the process, they\u2019ll let you know by giving a lower-than-perfect score. <\/p>\n\n\n\n When to send:<\/strong> Send it alongside transaction email or show an in-app widget<\/a> when they reach the dashboard.<\/p>\n\n\n\n The question:<\/strong> Based on your registration experience, how likely are you to recommend [Product\/Service] to a friend or colleague?<\/p>\n\n\n\n People can choose to continue with your product or service even though they don\u2019t like it 100%. For example, if you sell email marketing software and someone collected a list of emails through your popups and created an email flow on your tool during the trial, they\u2019ll likely stick with you to avoid starting from square one.<\/p>\n\n\n\n This transactional NPS will show you the actual customer sentiment behind not leaving you.<\/p>\n\n\n\n When to send:<\/strong> If you don\u2019t give a free trial, send after a day or two of purchase. If they have already used the free trial, send it immediately.<\/p>\n\n\n\n The question:<\/strong> Thanks for staying with us! Based on your recent purchase, how likely are you to recommend our business to a friend or colleague?<\/p>\n\n\n\n Most SaaS products have some limitations on the lower-tier plans. Therefore, customers upgrade when they need more functionality. For example, Refiner\u2019s $49\/month Essential plan doesn\u2019t have a Segment.com integration<\/a>, but the $129\/month Growth plan does. <\/p>\n\n\n\n This type of transactional NPS question will reveal how happy the customers are with the upgrade.<\/p>\n\n\n\n When to send:<\/strong> A couple of days after they\u2019ve experienced the benefits of upgrading.<\/p>\n\n\n\n The question:<\/strong> Thanks for upgrading – we\u2019re glad you like [Product]. Based on your experience, how likely are you to recommend [Product]\u2019s [Plan]?<\/p>\n\n\n\n Installing a product can be hectic for customers. For example, customers can face errors while installing your plugin or find it difficult to install because you don\u2019t have a proper guide in your docs\/knowledge base.<\/p>\n\n\n\n Know the truth from the customer\u2019s perspective with this type of question post-installation.<\/p>\n\n\n\n When to send:<\/strong> Once they install your plugin on their site, set up the API, or something like that.<\/p>\n\n\n\n The question: <\/strong>Based on your experience installing [product], how likely are you to recommend our business to a friend or colleague?<\/p>\n\n\n\n CSAT survey can also help you learn more about the customer\u2019s experience with your customer support. The transactional NPS question will show you the impact of the interaction on customer\u2019s likeliness to stick with your brand. After all, 96% of Americans<\/a> use customer service as a factor in deciding whether or not to do business with a company.<\/p>\n\n\n\n When to send:<\/strong> Immediately after the ticket is solved or the chat session is over.<\/p>\n\n\n\n The question:<\/strong> Based on your recent Interaction with [support staff member], how likely are you to recommend our business to a friend or colleague?<\/p>\n\n\n\n Adding new features, fixing bugs, changing interface…all can change users\u2019 minds about your product. For example, YouTube recently changed the UI for changing video quality on the mobile app. People didn\u2019t like it and raged on Twitter.<\/p>\n\n\n\n Your users likely won\u2019t share their emotions on Twitter (because, let\u2019s face it, we all have competitors customers will move to if we don\u2019t deliver; YouTube kind of doesn\u2019t). So send this transactional NPS survey to know their thoughts on the product upgrade.<\/p>\n\n\n\n When to send:<\/strong> Immediately after the customer uses the latest upgrade\/feature.<\/p>\n\n\n\n The question:<\/strong> We see you tested the new [Feature\/upgrade]. Based on your experience, how likely are you to recommend our updated product or service to a friend or colleague?<\/p>\n\n\n\n\n![\"transactional](\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/08\/image2.png\")
<\/figure><\/div>\n\n\n\n
![\"NPS](\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/10\/NPS-scores-1024x384.png\")
<\/figure><\/div>\n\n\nThe two types of NPS surveys<\/h2>\n\n\n\n
1. Relationship NPS<\/h3>\n\n\n\n
2. Transactional NPS<\/h3>\n\n\n\n
6 Examples Of Transactional NPS Questions<\/h2>\n\n\n\n
![\"Survey](\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Entered-target-audience.png\")
<\/figure><\/div><\/div><\/div>\n\n\n\n1. Transactional NPS question after sign up (to a free trial)<\/h3>\n\n\n\n
2. Post-purchase transactional NPS question (once the free trial is over)<\/h3>\n\n\n\n
3. Post plan upgrade transactional NPS question <\/h3>\n\n\n\n
4. Transactional NPS question for after product installation<\/h3>\n\n\n\n
5. Transactional NPS question after a customer support interaction<\/h3>\n\n\n\n
6. Transactional NPS question after product or service update<\/h3>\n\n\n\n