{"id":2498,"date":"2022-05-17T08:53:29","date_gmt":"2022-05-17T08:53:29","guid":{"rendered":"https:\/\/refiner.io\/blog\/?p=2498"},"modified":"2022-05-17T09:04:33","modified_gmt":"2022-05-17T09:04:33","slug":"nps-email","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/nps-email\/","title":{"rendered":"NPS Email: All You Need to Know (with Examples)"},"content":{"rendered":"\n

Want to send an NPS survey to your customers? Wondering how to write an NPS email that gets responses?<\/p>\n\n\n\n

It goes with saying, doesn\u2019t it – There is no better indication of your customers\u2019 loyalty than seeing them recommending you to friends or family. After all, nobody would recommend your product to anyone if they didn\u2019t see its value, right?<\/p>\n\n\n\n

*Yup*<\/em><\/p>\n\n\n\n

The challenge – How do you get customers to reveal their attitude towards your product? <\/p>\n\n\n\n

In this guide, I\u2019ll show you one way to do it – Sending an NPS survey via email. <\/p>\n\n\n\n

You\u2019ll learn how to write NPS emails that get response, what to include, and how to take the strategy to a whole new level.<\/p>\n\n\n\n

Before we get to that, though, let\u2019s cover some basics.<\/p>\n\n\n\n

What Is NPS? <\/strong><\/h2>\n\n\n\n

The Net Promoter Score (NPS)<\/a> is a popular metric to measure customer satisfaction and loyalty.<\/p>\n\n\n\n

NPS is based on a simple, one-question survey<\/a>, like this:<\/p>\n\n\n\n

\"Example<\/figure><\/div>\n\n\n\n

To answer, customers just need to rate their likelihood to recommend you on a scale of 0 to 10. It\u2019s as simple as that.<\/p>\n\n\n\n

(Well, to be fair, there\u2019s quite a lot more to it, of course. I\u2019ve covered it all in this <\/em>ultimate guide to NPS<\/em><\/a>. Check it out.)<\/em><\/p>\n\n\n\n

Now, you can deliver the survey in several ways. You can display it on your website or app, or send it to customers via email. <\/p>\n\n\n\n

Let\u2019s see how the latter should work.<\/p>\n\n\n\n

How to Write a Powerful NPS Email that Gets Responses<\/strong><\/h2>\n\n\n\n

Let me get the hardest part out of the way – You see, to really make an NPS email work, you must really do more than just quickly write few words to your contacts and attach the survey. I wish it were that easy but it\u2019s not. <\/p>\n\n\n\n

The good news – It doesn\u2019t take an awful lot extra to write an engaging NPS email. Here are some of the most important things to know:<\/p>\n\n\n\n

#1. Set the expectations <\/h3>\n\n\n\n

Your NPS survey email should have a clear purpose. Don\u2019t want to include too many requests to confuse your customers.<\/p>\n\n\n\n

Instead, write a short email with clear objectives.<\/p>\n\n\n\n

For example, you can set the expectations from the first sentence:<\/p>\n\n\n\n

Dear X,<\/em><\/p>\n\n\n\n

I noticed that you\u2019re using our product daily. We would love to hear your feedback to improve our services.<\/em><\/p>\n\n\n\n

The recipient should be able to understand what the email is about from the very beginning to avoid wasting time reading something that is not relevant to them.<\/p>\n\n\n\n

#2. Brand it<\/h3>\n\n\n\n

Nobody likes an email (or survey) that looks bland.<\/p>\n\n\n\n

A branded survey allows your email to stand out even before the recipient starts reading it. It\u2019s also easier to improve your brand affinity by sticking to your own design.<\/p>\n\n\n\n

\"Branding<\/figure><\/div>\n\n\n\n

With tools like Refiner, you can customize the branding<\/a> to your company\u2019s color palette to maintain your branding consistency in just a few clicks.<\/p>\n\n\n\n

You can even use survey templates if you want to avoid starting the process from scratch.<\/p>\n\n\n\n

#3. Send the email from a person, not a brand<\/h3>\n\n\n\n

FACT: An email from a person<\/a> always works better. Knowing that the message came from a real person makes it easier to connect with it.<\/p>\n\n\n\n

So, your NPS survey email should come from a person within your team rather than a generic email.<\/p>\n\n\n\n

Aim for a personal and warm tone of voice that helps the reader engage with the person behind the brand.<\/p>\n\n\n\n

#4. Keep it short<\/h3>\n\n\n\n
\"Example<\/figure><\/div>\n\n\n\n

An NPS survey email doesn\u2019t have to be too long. <\/p>\n\n\n\n

What\u2019s the best way to keep it short? <\/p>\n\n\n\n

Think like your audience.<\/p>\n\n\n\n

Ask yourself, what do they want to read? How can you increase their chances of answering the survey?<\/p>\n\n\n\n

Now it\u2019s time to review the copy. Keep it simple and remove any sentences that don\u2019t add any value to the email.<\/p>\n\n\n\n

Finalize the copy and A\/B test it to improve your response rate on future surveys.<\/p>\n\n\n\n

#5. Be clear<\/h3>\n\n\n\n

All emails benefit from simple and clear language. This is writing 101.<\/p>\n\n\n\n

Your NPS survey emails should be easy to understand with clear instructions on what someone needs to do.<\/p>\n\n\n\n

For example, imagine starting your email with two long paragraphs explaining what an NPS is, how you measure it, and why it\u2019s important to send frequent surveys.<\/p>\n\n\n\n

Chances are, your customers are not interested in these, right?<\/p>\n\n\n\n

Stick to what matters to them and make it as easy as possible for everyone to respond to the survey.<\/p>\n\n\n\n

#6. Embed the survey to the email<\/h3>\n\n\n\n

There are two types of NPS survey emails:<\/p>\n\n\n\n