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Omnichannel Post-Purchase NPS Survey

Post-transaction, the customer receives an email with a Net Promoter Score (NPS) survey to solicit feedback on their experience. Subsequently, any customers who didn’t respond to the email survey but visit your website again will see a banner with the survey.

Goal

Insights

Maturity

Basic

Channel

Omnichannel

Tags

Purchase Experience, Strategic Insights

Metrics

CLTV, Purchase Frequency, Retention Rate

Industries

Collect feedback on the customer’s experience as soon as they’ve completed their transaction. This omnichannel approach of utilizing both emails and banners will improve the collection rate of responses, especially from customers who are unresponsive to emails.

“Rapidly growing companies constantly look for opportunities to improve their customer experience. Customer feedback is a great way to gain insight into what their customers perceive as areas for improvement.”

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