Net Promoter Score (NPS) surveys are an industry standard way of assessing whether your product or service is providing value to your customers by asking them to rate how likely they would be to recommend your company to a friend or colleague. Setting up and sending NPS surveys from Consumer Fusion is a simple process that will allow you to collect this valuable information from your customers. 


NPS Surveys in the Dashboard

To set up NPS surveys or check on the status of existing surveys, navigate to the NPS page under the Reputation section in the dashboard. 



This page shows an overview of NPS performance, recent NPS surveys that were sent, and has links to change survey settings or send out surveys. 



Setting up an NPS survey

To set up an NPS survey, first click on the Settings button from the NPS page: 



The NPS Settings Section allows you to customize several aspects of your surveys, including adding your business logo, a link to your website, change the button color used in the survey, and select whether you would like your surveys to be sent via SMS, email, or both. 




To set up your NPS survey, click on the Setup button in the Survey Settings section of this page: 



This opens the survey builder page, which allows you to customize the questions that are included in your NPS surveys: 



The options on this page are: 

  • Survey question: This is the primary question asked in your NPS survey. 

  • Additional question: This section allows you to enable an additional follow-up question based on how your customers answer the initial survey question. This allows you to learn more about why they answered the way that they did. 

    • Enable follow up question (checkbox): When this box is checked, the follow up question will be asked. 

    • Promoters (9-10): This follow up question will be shown to promoters (those who chose either 9 or 10 for the initial survey question). 

    • Passives (7-8): This follow up question will be shown to passives (those who chose either 7 or 8 for the initial survey question). 

    • Detractors (0-6): This follow up question will be shown to detractors (those who chose a number 0 through 6 for the initial survey question). 

  • Thank you screen: This section allows you to customize the text that is displayed on the thank you screen after the survey is completed. Similar to the Additional question section above, you can customize the text based on how the user answered the survey. 


Here is what an NPS survey will look like: 




Message Settings (MMS and Email)

The Message Settings section of the NPS Settings page has options to customize how your NPS surveys will look in MMS and email messages that will link off to your NPS survey. 


MMS message settings

To customize your MMS message setup, click on the Setup button next to the MMS Setup option in the Message Settings section of the NPS Settings page: 



From the MMS Settings page, you can customize an image to include in the message that will be sent to direct your customers to your NPS survey, as well as the content of the message that will be sent. This message should inform your customers that you are asking them to participate in a survey, and the nps link is included by default in the message placeholder text (our system will automatically fill in the link using the placeholder text). 



From this page, you can also include any other placeholder text that you’d like, like your business name or website url using the Placeholders dropdown in the top right corner: 



When you’re done editing your MMS settings, make sure to click the save button on the bottom left side of the page. 


Here is what an example MMS message will look like: 





Email message settings

To customize your email message setup, click on the Setup button next to the Email Setup option in the Message Settings section of the NPS Settings page: 



From the Email Settings page, you can customize the text of the email that will be sent to direct your customers to your NPS survey. This message should inform your customers that you are asking them to participate in a survey. 



You can use the Placeholders drop down on the top right of the page to add in placeholder text that our system will convert automatically when your message is sent: 



When you’re done editing your email settings, make sure to click the save button on the bottom left side of the page. 


Here is what an example email message will look like: 




Sending surveys

When you’re ready to send your NPS surveys, you have two options to choose from; sending a single survey or bulk uploading contacts to send surveys to multiple people at once. 


Sending a Single NPS Survey

To send a single NPS survey, click on the Send NPS Request button at the top right of the NPS page: 



This opens an overlay that allows you to enter who you would like to send your survey to: 




Sending NPS Surveys to Multiple People at Once

To send an NPS survey to multiple people at once, first click on the Settings gear icon in the top right of the dashboard navigation: 



Next, click on the Bulk Upload option in the left navigation menu under the Survey Tool Items at the bottom of the menu: 




From the Bulk Upload page, click on the Select Survey Type drop down and select the NPS option from the list: 



Follow the instructions on the page to set up a CSV file that you can use to bulk upload the contacts that you want to send the survey to. There are also options to download an example CSV file to help you get started. 



Once your CSV file is ready to upload, click on the Choose File button, and then once your file has been chosen click on the Upload button. Once your contacts have successfully been imported, you will see them listed on the page: 



After you review your contact list to ensure that they all appear correctly, click on the Save button in the bottom left to send your survey. You will see an overlay window that asks if you are sure that you’re ready to send: 



After you click send, you should see a confirmation message that confirms that your NPS surveys have been sent: