Previous: Building the NPS Survey
One of the key elements of any NPS survey is the ability to tie back to the individual promoters, passives, and detractors that make up the score. Improving on this metric means finding out how to change the opinions of these folks and step one in doing that is being able to identify them and reach out to them.
The steps below are how I built a simple mechanism for building the list of who I was going to send my NPS survey too. In my case, I am sending it to customers that have opted into getting ExAM release notifications. You may be sending it to contacts that are customers of a particular product or service. Whatever your business case, I like having a simple mechanism to use so you can create a report you can export so you can send it out via the mass mail tool of your choice.
Tip: You can also use this list to export into a CSV so you can import it into ExAM as your Assessment Group which is how you will build your list of links.
Creating an NPS Survey flag against the Contact Object
Building a simple flag against the Contact object is a simple way to create List Views in the Contact object tab as well as in reports to easily identify which Contacts should be receiving your survey.
- Because I am building this for ExAM customers I am leveraging a field I created called “ExAM Release Notifications.” Create an appropriate flag to meet your needs against your assessable object.
- This field is essentially my opt-in for receiving the newsletter as well as the flag for participating in our NPS survey as they have opted into receiving communications from us by virtue of the newsletter sign up. Think about how best to distribute this to your customers and name your field appropriately. At ExAM, you can sign up for our newsletter via an ExAM form on on our website which then toggles this field…but that is for another blog post.
Build an Assessment Group
Assessment Groups are a key mechanism for segmenting Accessible Object records in ExAM. In this case, we are creating a group of NPS Survey users (Salesforce Contacts) so that we can easily assess the likelihood that they would recommend us to someone. In this case, it also happens to be the group we are going to send our survey.
- The field we built makes it easy to identify the records we want to include in our Assessment Group. We will be building individualized links in ExAM for each customer so you know who is submitting NPS scores. In my org, I created a group of contacts for ExAM. The first step in this process is simple. Choose the object for the records you will be grouping (Contacts) and name it. I have named mine “ExAM NPS Group.”
- Once you have created the Assessment Group you can add members by clicking All or the first letter of the object record you would like to add. Because I am adding customer contacts from a fairly sizable list. I created a report with all of the contacts I wanted to be part of the Assessment Group using the flag we created against the Contact object. I included the Contact Id and exported it as a CSV file so that I could use the Upload Assessable Record functionality. Once you have saved your Assessment Group you are ready to create a set of links that can be used to assess the NPS of these contacts.
Creating Unique and Evergreen Survey Links
ExAM offers you several different ways to create survey links depending on your use case. Public Assessments are available on a sites page in your Salesforce org and allow you to gather survey data directly from your customers. Public Assessments enable you to create a single record per accessible object that will create a new survey tied to that object every time it’s clicked. This can be very convenient for use cases like ours where we want to easily send out NPS Surveys to the same Assessment Group at regular intervals. ExAM also offers the ability to create single-use links and an other distribution requirement wrinkles that we won’t need for this example.
- In this case, we will be making evergreen Public Assessment links for each contact in our NPS list so we navigate to the Public Assessment Manager tab inside the Assessment Development Wizard and choose the object (Contact), Assessment Group, Assessment Template (NPS Assessment Template) you want to use. I am not configuring an expiration date in this case because I’ll be re-using these links for a long time. Once complete click save.
- ExAM will send you an email when the links are ready for use. ExAM emails you when complete because a batch process is used to create the records. This ensures that very large Assessment Groups with many thousands of records do not exceed Salesforce governor limits. Once you have the email it is time to get ready to send your survey to your list.
Managing Your Public Assessments
ExAM makes it easy to generate unique links for surveys like NPS. To manage them I will often create a list view under the Public Assessments tab for each survey. This makes it easy for me to grab the link and drop it into email correspondence or any other task. I will typically also build a quick salesforce report so that I can easily push the contacts, links and any other contact info I want to use for merging into Mass Emails. Building the report is easy.
- Create a New Report from the Public Assessment object. In my case, I actually made a report type that allows me to easily place fields from the Contact Object onto the report. Salesforce has some great help on Report Types available if you aren’t sure how to do this.
- I then created a report that filtered the list of Public Assessments on the basis of the “ExAM Release Newsletter” field on the Contact object. I included the contact name, email, and public assessment link.This is also the information I will be using to perform my mass mail.
- Click on the URL and take a look at your NPS Survey so far.