Survey Tips

When to Ask NPS Score

Survey Tips

Have you ever wondered when to ask NPS score? When should you send this survey to customers? We’ll answer that in the article so you get good responses.

Restaurant Incentive Ideas for Taking Surveys

Survey Tips

In today’s ultra-busy world, getting people to take your restaurant surveys can be challenging.

Yet, you need these responses to get a wide-range of valuable data. So, how do you encourage better response rates?

Let’s look at restaurant incentive ideas for taking surveys.

The Sweep Stakes Incentive

One option you have for incentives is offering one reward in a drawing-type format.

This type of incentive saves you money and is helpful when your budget is smaller.

You would send your survey as usual by letting respondents know their completed survey is their entry into your sweep stakes.

The winner might get one free meal every month for a year, appetizers for a year, or a private dining experience. Get creative and come up with something that will drive your survey responses.

The Gift Incentive

Your other option is to offer every respondent a reward once they complete your survey. Some ideas include:

  • Coupon for a certain amount off
  • A gift card for a free appetizer, dessert, drink, or even meal

Final Thoughts

Diners will be more likely to take your restaurant survey if you provide an incentive to break through any obstacle they may have to completing it.

When you provide them with something of value, you give them incentive to take the survey. It doesn’t have to be expensive, but it does have to be something with a large enough perceived value to garner their time.

Think free drinks, free appetizers or desserts, a T-shirt, or another creative idea. You’ll find that incentives will increase your response rate.

The bonus of these survey incentives if they’re tied to your restaurant. So, not only are they taking your survey, but they are coming back to your restaurant to eat again. (tweet this)

Finally, do make sure you follow-up with your survey takers once you’ve compiled your data. Let them know what your plans are and how you’ll use their feedback.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: Dan Gold on Unsplash

How to Use QR Code to Get People to Your Survey URL

Survey Tips

You’re ready to send a survey to your restaurant customers, and naturally you want as many responses as possible. You know the more responses you receive, the more valuable your data.

So, how can you increase your survey response rates? The answer is to send your survey out in as many digital ways as possible. (tweet this) Many people send out their survey link (URL) via email, SMS text messaging, social media and their website. Yet, there’s another way.

This unique way is using a QR code, and it makes survey responses super easy for your customers.

Let’s look at how to use a QR code to get people to your survey URL. First, let’s define the QR code.

What is a QR code?

A QR code is a code the camera on your smartphone reads. It consists of an array of black and white squares. Store within these squares is your chosen URL or other information.

QR stands for quick response.

Basically, they’re a two-dimensional barcode that stores information. Many marketers use them to direct customers and their target audience to online content. You can use the QR code to direct customers to your survey link.

When someone scans your QR code with their camera smartphone, it will bring up your survey form. People can then fill it out and submit their response.

You can store up to about 7000 digits or 4200 characters, including punctuation marks and special characters on your QR code. This means you can use words, phrases, and internet addresses, too.

How Do I Create a QR Code?

It’s easy to create a QR code.

You simply need to find a company online that generates QR codes. Generally, you’ll want to pay for this service, especially if you’re generating a lot of clicks.

You choose the type of code you want, enter your data, and select “create QR code.” Then, the system asks you what format for your QR code, and you download the file.

Afterwards it’s easy to share your QR code on receipts in your restaurant, flyers, emails, text messages, and more.

How Does a Customer Use the QR Code?

Again, this is easy.

Your customer just scans the code with the camera on their smartphone. Most phones these days don’t need a scanner app because their camera is fully capable of reading the code. If they have an older phone, they can download an app.

Once your customer scans the code, the link to the restaurant survey opens up.

Now let’s explore some best practices for telling your customers about the QR code.

How Do I Share the QR Code?

You’ll find multiple ways to share the survey link to your customers through your image code.

First, you can add it to your printed receipts. Just be sure to add a bit of text with it to tell your customers why it is there.

You can always add the code to your table tents. This gives you ample space to provide a nice background image with your code. You can also use this space to tell customers why you are surveying them. In addition, you can tell them about the perk they get for completing the survey.

Next, you can include the code on your to-go menu or even your to-go packaging. This helps you send your survey to customers who aren’t dining in.

Tell People What the Code is For

You wouldn’t welcome guests into your restaurant and not provide them a menu. So, you don’t want to throw out a code without telling people what it’s for.

Your restaurant guests should know exactly why you want them to scan the code. This is important because your guests can’t look at those squares and know what you want of them.

Tell your guests to snap a photo of your code to take a quick survey.

You may even offer them a coupon for a free appetizer or other sort of discount or reward for taking your survey. This gives them an extra reason to take the survey.

Make Sure Your Survey is Mobile Friendly

Your restaurant diners are scanning your survey on a mobile phone, so make sure your survey is responsive to screen size as well.

You definitely don’t want to send your mobile guests to a survey built for a desktop computer.

The response rates will most certainly be better if your survey is mobile friendly. If not, you risk rapid dropout rates.

Don’t Resize the QR Code

You really don’t want to adjust the image size of your QR code, or you may break it. When you resize it, you change the dimensions of those little white and black squares, and you also reduce the white space between them, leaving your code unreadable.

Many generators will let you pick image size, and this is your best bet.

Test Your Image

Before you send your survey through a QR code, you want to test the code on multiple devices.

What if you found out it works on Android devices but not iPhones? Test your image to make sure it works on different devices and different browsers.

Final Thoughts

Gathering feedback about your restaurant has never been easier than using a QR code to get people to your survey URL.

As with any surveys, do make sure to thank your customers, send them their promised reward, and follow up with your results.

One of the most important aspects of collecting survey data from your restaurant guests is reporting on the data and then telling your customer what you’re going to do about it.

For example, if the majority of your customers tell you your service is bad, send out an email to your respondents and tell them how you are going to change it, asking them to give you another chance.

On the other hand, if you send a link to a Net Promoter Score survey, and your results are very positive, send an email thanking your customers for their loyalty.

By using a QR code, you increase your chances of more survey data so you can respond to the needs of your customers, increase retention, and the profits of your restaurant.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: Mitya Ivanov on Unsplash

The Most Important Metric You Should Be Focusing On

Survey Tips

In the 21st century, the key to your success is customer loyalty. It’s never been more essential to provide the best customer service possible.

To help you achieve this, we look at the most important metric you should be focusing on. This is the NPS Score.

What is the NPS Score?

The NPS Score stands for Net Promoter Score. It allows you to measure customer loyalty, and it shows you how well your brand is performing.

You get this score when you send customers a survey with just one question, “How likely on a score of 0-10 are you to recommend us to family, friends, and co-workers?”

The score is important as you work to improve your processes to provide customers with a good experience. The NPS Score also helps you find your most loyal customers. You can then use them as a model when thinking about your ideal customer.

We recommend checking your NPS Score by sending surveys on a regular basis.

You calculate this score using the following measurements:

  • 0-6 are your detractors
  • 7-8 are your passives
  • 9-10 are your promoters

You don’t need to factor your passives into the calculation. Then subtract the percentage of detractor responses from the percentage of promoter responses to get your Net Promoter Score. Your score will range from -100 to 100 being the absolute best.

Now that you know what it is, let’s look at why you should be focusing on it.

The Cheapest Marketing

You probably already know that word of mouth marketing is cheap and invaluable.

More people trust their friends over any type of advertising. This is why word of mouth is so important to you.

Since you can’t track your word of mouth traffic like other forms of advertising, you’ll never know how likely people are to recommend your business to others if you don’t know your NPS Score.

Know your score over time. Look for signals your service could use some work.

Customer Loyalty Matters

The loyal customer is invaluable to your business. In fact, you’ve probably heard the saying that it’s more cost effective to keep a current customer than it is to get a new one.

For this reason, along with the fact that your loyal customers are your brand ambassadors, you have even more proof that the NPS Score is your most important metric.

Happy Customers Come from Happy Employees

The circle of customer service is constantly moving and evolving. For example, if your employees are happy with their jobs, your customers are more likely to have good feelings about your business because they get better service.

In turn, when your customers are happy, your employees feel good about providing excellent service.

One way to help your team work together for a common goal is to set the NPS Score front and center. Make sure everyone knows improving your goal is your aim.

Then, align your mission, vision, and objective to making your NPS Score better. Whether you need to improve by a lot or a little, this one goal can unite your team.

The end result is a team that is fulfilled on the job, and customers who remember that great service.

The last question you want to ask each of your staff member’s at the end of the day is, “Did each of your customers leave here pleased with their experience?”

Really dive into the experience with your team members and help them see all the ways they can improve their service.

Final Thoughts

If you’re ready to improve the overall customer experience at your company and propel your business over the competition, it’s time to consider the Net Promoter Score.

Use the score as a jumping off point for your overall marketing strategy. It’s the pinnacle of your objectives.

Remember, it’s one thing to have a customer buy from you once. It’s entirely something different when they do it again. And, you know you’ve done a whole lot right when your customer picks nine or 10 on the NPS survey, and says, “Yes, I’ll recommend you to friends.”

If you’re ready to utilize the NPS to evaluate your customers’ experience with your business and improve your overall customer relationships, the best place to start is with a survey. (tweet this)

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: Saketh Garuda on Unsplash

The Importance Of Employee Reward And Recognition

Survey Tips

You know the importance of sending surveys to your customers. Most likely you do this because you are dedicated to improving your customer service.

Yet, the only way your business will shine is if customer service is part of the very fabric of your company. For this to happen, it must start with you, and your employees must buy in. (tweet this)

In other words, you can do all the advertising in the world, send surveys on a regular basis, and if your team isn’t on board, things will be tough.

One way to encourage your staff to provide the best service is to incentivize your managers and your team for good reviews. Let’s look at the importance of employee reward and recognition.

Reward Employees Named in Surveys

Let’s say a survey respondent names one of your employees positively in a survey. Consider rewarding your team member for the mention.

For example, you might give them a gift certificate, Friday afternoon off, or a small bonus.

Set Goals

If your first survey garnered less than perfect results, set a goal for your staff.

For example, if you send a Net Promoter Score survey, and it comes back on the low-end, set goals for each quarter. Your goal might be to raise your score by one-two points each quarter.

Then, if your team meets the first quarter goal, they get a reward. If they meet the second quarter goal, they get another, and the same for quarters three and four.

If all four goals were met, consider a bigger reward and recognition at the end of the year.

Get creative. Ask your employees what might motivate them, and then set the rewards in motion.

Final Thoughts

Providing the best customer experience possible is what sets businesses apart in the 21st century, and surveys help you uncover valuable data to do this.

Get your employees on board by rewarding and recognizing them for your positive surveys.

Because the happiness of your customers stems directly from the contentment of your employees, you’ll find that actively engaging them in the process helps drive business and your overall growth.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: rawpixel on Unsplash

Comparing Your Industries NPS – What It Means For Business

Survey Tips

Your Net Promoter Score (NPS) tells you about your customers’ experience with your business and measures their loyalty. It can also predict your company’s potential for growth.

Yet, the NPS is much more than just a measurement of customer loyalty. It’s a tool you can use to see how you rank among your competition. For example, if out of 10 competitor’s you’re at the top, great. But, if you’re below anyone, there’s always room for improvement.

You can use the industry comparison to drive your business to the top.

In this article, we look at comparing your industries’ NPS and what it means for business.

What is a Good NPS Score?

Let’s break down the score and see what’s actually a good score. First, any score below zero is a bad score and means you’re in big trouble.

Next, if you score between 0 and 30, that’s a good starting point. You’ve got a lot of room for growth, but things look okay.

If you score higher than 30 but less than 70, you’re doing terrific. Rest assured that the majority of your customers are happy. But, does this mean there’s no room for improvement? No, you do have room to grow.

Finally, if your NPS is higher than 70, you knocked it out of the ballpark. You can assume your highly loyal customers are sharing their good news with all of their friends, family, and co-workers.

Let’s take the example of business A that has a NPS score of 0, and business B that has a NPS of -30. Is business A doing better than business B? Of course. But, in the scheme of things, neither of them can rest on those scores.

While it is nice for business A to know they’re on top of their competition, it’s not going to be good enough. Both businesses will want to improve their customer experience in order to improve their scores.

It is worth noting, though, that you want to be aware of your industry benchmarks because there are some industries that could never realistically reach that 70 mark because no one does. For example, the internet service industry average benchmark is two.

Benchmark Net Promoter Score

You want to compare more than simply numbers. You want to compare your score to the score of your competition.

You can see industry benchmarks, so you know what to compare your number against. Without knowing your industry average as well as the scores of your competition, it’s hard to gauge your standing.

According to Satmetrix, your NPS score can vary not only by industry but by region and customer demographics such as age, income level, and the number of years they’ve been shopping with you.

To accurately measure your score, you want to compare it with your industry and your direct and indirect competitors.

When your score is consistently higher that that of your direct competition, you can count on business growth.

To help you, here are a few industry average benchmarks:

  • Automotive dealers: 32
  • Major Appliances:  31
  • Computers and Tablets:  8
  • Investments:  30
  • Grocery Stores:  20
  • Insurance: 19
  • Hotels: 4
  • Retailers: 1
  • Fast food: -1
  • Credit Cards: 13
  • Utilities: 5
  • TV Service: -5

Where does your business fall in this list? If you fall under retailers, again, you’ll want to consider things such as your size (don’t compare yourself directly to the Gap if you’re a small boutique), demographics, and region.

Industry Average Comparison

Let’s say you are a toy manufacturer. If you want to understand your NPS, you want to first compare it with the average scores in your industry. Then, compare to your direct competition.

This allows you a better marker than comparing it to what experts agree is a “good” score.

You also want to consider your market. Are you an online retailer, or do you sell in a small town or a large metropolis? Some markets have a more positive image than others, so be sure you are comparing against the right set.

In addition, just compare yourself to other toy manufacturers. It doesn’t do you any good to compare yourself to restaurants.

The Regional Comparison

We’ve mentioned that the NPS can vary greatly by industry, but they also vary by region. You might expect a toy company in New York City to have a vastly different NPS than a toy company in a small town in North Dakota.

Different areas of the country are populated by unique demographics. Make sure you know these differences before looking at industry benchmarks.

Your Survey Channel

Another factor that can affect your NPS is your survey channel. It pays to know if the channel you are using is similar to that of your competitors.

For example, you might be surveying all customers, but your competition may only survey customers who’ve purchased in the last six months. You’ll find this can affect the data.

In addition, how you conduct your survey can change data, too. Test different channels – email, SMS, on your website, through social media, etc.

Try to conduct your NPS survey through the same channel as the competitor you want to benchmark so you’ll have something static to base your results on.

Final Thoughts

As you compare your industries’ Net Promoter Score (NPS), you want to keep one thing top of mind: your “good” number is the number that’s better than your previous score.

For most businesses, this is the most important benchmark. Over the course of your NPS surveys, you want to ensure continual improvement.

For example, if you survey customers four times this year, make sure you increase each time. If this is happening, you’re doing great. You can then look at industry benchmarks and comparisons.

If you’re not improving, your company most likely isn’t growing. And, whether or not your score is higher than your competitor’s, if you aren’t scoring better, you’ve got a lot of work to do.

Use your NPS score to drive growth and encourage customer loyalty. Continue on an upward trajectory, and you’ll soon naturally rise above the competition.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Felix Mittermeier on Unsplash