How to Enable Net Promoter Score (NPS) and Customer Satisfaction (CSAT) Survey in WeSupply?

For every complaint you receive from a customer, there are approximately 26 other people who are unhappy with your company, but choose to say nothing. With WeSupply, you can choose to stay always up to date when it comes to your customers' satisfaction, knowing how much their happiness weighs for your brand!

The NPS survey is a great tool that measures your customers' loyalty to your brand and it becomes meaningful in terms of how likely they are to refer your products, brand, and services to someone they know. This way you can see the percentage of those customers that are promoters for your brand, or on the contrary, detractors or just passives. By enabling NPS you will be able to track how likely are your customers further promote your brand.

The CSAT survey is a great indicator of your customer’s satisfaction when they're interacting with your brand and your customer support services. When they score the level of satisfaction with your brand and also express their feelings about their overall experience, you can check that information out right into your WeSupply account. Besides that, you can also check their shipment information which can be of help to see if their shipment got delayed, if they've returned products they had issues with, and so on.

Your customer support team can stay informed about your customers' post-purchase experience which could definitely become a great source of improving what went wrong and keeping a high score of customer satisfaction.

Check out the video below to get a walkthrough of the steps for enabling both CSAT and NSP in your WeSupply account! :)

Now log into your WeSupply account and go to Settings → Customer feedback

A. Enable Net Promoter Score and customize your language and re-survey interval

The Re-Survey interval is needed if you have many repeated customers. NPS surveys are usually sent out every quarter. However, this might vary based on each company.

The NPS survey is sent out only as soon as an order is fully shipped. In the case of split shipment (multi-package) orders, the NPS survey will be included in the last package notification email.

• Enable Net Promoter Score by going to Settings → Customer Feedback → Net Promoter Score section → click the Enabled button. Then set up the NPS questions and details just as you'd like and click Save. The Disabled/Enabled toggle button allows you to change the Net Promoter Score status to active/inactive at any time. 

Below you can see how the NPS survey is displayed for your customers when their package is delivered:

If you'd like to customize your NPS Reminder Email notification, follow the steps listed in this article: How to customize the Net Promoter Score Reminder notification (NPS Reminder)?

B. Enable Customer Satisfaction and customize your language

Customer Satisfaction is surveyed at each package/shipment level, in a split shipment (multi-package) order scenario, the customer can express their satisfaction for each package. This is really helpful if one package arrives on time but others are delayed.

• Enable the Customer Satisfaction survey by going to Settings → Customer Feedback → Customer Satisfaction → click on the Enabled toggle button. Customize your question and then Save the setting. The Disabled/Enabled toggle button allows you to change the Customer Satisfaction status to active/inactive at any time. 
• The CSAT survey is included in your Shipment Delivered email notification.

The customer satisfaction survey is automatically included in Tracking Page Design 1 — no additional setup is required. To use it, simply enable Design 1 in your Tracking Page template. This built-in feature allows customers to leave feedback on their shipping experience, which will be visible in the WeSupply admin under Reviews → Customer Satisfaction. If you prefer not to display the survey, you can disable it by switching to a different tracking page design.

Below you can see how the CSAT survey is displayed for your customers when their package is delivered:

To disable this option, please navigate to Settings → Branding → Notifications → Shipments Notifications and click on the little pencil icon next to the Shipment Delivered notification. Then, enable the View Code Editor option and delete the code section below: 

<!-- @exists csatscores -->
<tr>
  <td>
    <table style="border-collapse: collapse; max-width:600px;margin:0 auto;" width="100%" cellspacing="0" cellpadding="0" align="center">
      <tbody>
        <tr>
          <td style="background-color:#f9f9f9;border:1px solid #EBEBEB

;padding:0 0 30px;width:100%;" colspan="2">
            <div style="[*primary_font*]font-size:18px;line-height:22px; padding:0 20px 10px;text-align:center;margin: 30px auto 10px;">
              [*csat_question*]
            </div>
            <table style="max-width:600px;margin:10px auto;border-collapse:collapse;background-color:#f9f9f9;" width="100%" cellspacing="0" cellpadding="0">
              <tbody>
                <tr style="height: 55px; line-height: 55px;">
                  <!-- @repeat csatscores -->
                  <td style="text-align:center;width:10%;">
                    <a style="text-decoration:none;" href="[*csat_rating_link*]" target="_blank" rel="noopener noreferrer">
                      <span style="display:inline-block;position:relative;font-size:30px;color:#000000;">☆</span>
                    </a>
                    <br/>
                    <div style="[*body_font*]line-height:0;font-size:12px;">([*csat_rating*])</div>
                  </td>
                  <!-- @end-repeat csatscores -->

C. NPS & CSAT Analytics

To check your scores resulting from the NPS & CSAT surveys, go into your WeSupply account → Dashboard → scroll down to the Net Promoter Score & Customer Satisfaction section and see the scores you've received for both of the surveys.

If you'd like to check your score for a specific time frame, just set up a Start Date and an End Date.