How to make NPS Customer Satisfaction Surveys and most importantly how to follow up after


Getting a customer to answer a survey can be challenging, especially when it comes to filling-in multiple options and writing content. However, it is possible to conduct effective surveys via email or SMS making the question easy to respond to for the customer: it is only one click and that’s it. This helps inviting the customer to participate.

You’ll also want to make sure that the survey responses aren’t anonymous because you’ll need to be able to identify your customers in order to contact them; and This is totally possible with DANAConnect.

So depending on the link the customer chooses, a next action can be automatically scheduled days later, which is related to the first response.

In our example, we have clearly classified our customers into 3 types as in the Net Promoter Score methodology:

  1. Promoters
  2. Passives
  3. Detractors

Watch the video below and learn how to deal with each case.


Not sure where to start? Contact us here for a personalized demo

Topics for this course

1 Lessons04m

How to follow up and follow through after a satisfaction poll

How to follow up after a NPS customer satisfaction survey

Material Includes

  • Video explainer


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