New Survey
Step one: choose your survey type(s)
You can create a survey from one or more questions within these types:
Net Promoter Score ® (NPS)
How likely are you to recommend us to a friend or colleague?
This standard question measures customer satisfaction and their willingness to recommend the organisation or project to others.
You can find more information about the Net Promoter Score here.
Opinion scale
Here you can ask any question to which customers can respond via a scale of 0-10.
Yes-no question
Ask the customer a question that can be answered yes or no.
Satisfaction survey
Poll the satisfaction of home buyers with a question they can answer within a scale of very dissatisfied to very satisfied.
Step two: Select the target audience (Only for Projects with multiple Units)
Which units/customers do you want to send this survey to? Select a level such as ‘Project’ or ‘Building’ to include all units of this level.
Tip: You can select the entire project to involve all units in the survey without making the survey immediately visible to everyone. When you save the survey, do not activate the ‘Publish to clients’ option. That way you can make this survey visible to all/some clients later.
Step three: Add a short introduction
Give more information to the customers who will be taking this survey so that they know what this questionnaire is used for.
Here you can also indicate whether the survey should be mandatory or not.
Step four: save or publish?
By default, you just save the survey. Nothing will be sent to customers yet. Only when you enable the ‘Publish to customers’ option, a notification is sent.
You can save this survey and publish it later for clients.
Tip: When is ‘publish later’ interesting? If you ask the question ‘How was your experience with supplier X?’ Sets, you want to wait at least until the customer has visited their showroom. Or even better, until after they have approved the supplier's proposal. By publishing later, you can choose the right time to present the survey to each customer.
Survey results
Overview
The overview page gives you a quick and convenient look at the respondents' answer distribution per question. Depending on the type of question, the visual will look different and report different information.
Units (Only for Projects with multiple Units)
The Units section allows you to take a more granular look at different respondents' answers to different questions. Here you get an overview of the answer, any feedback and the date of the answer per question. You can easily adjust the question via the selection button in the top right corner.
From this page, you can also publish the survey to selected units.
Tip: Want to share the data externally or perform further analysis? Through Ziggu, it is possible to create an export of your survey. This export generates an xslx and csv file.
NPS - Net Promoter Score
To calculate your organisation's Net Promoter Score ®, ask your customers the standard question ‘How likely are you to recommend us to a friend or colleague?’. Each customer can give an answer from 0 to 10, from not at all likely to very likely.
Your customers are then divided into three categories:
Promoters (score 9-10) are loyal enthusiasts who will refer others, encouraging growth.
Neutrals (score 7-8) are satisfied but not very enthusiastic customers. In general, they are vulnerable to competitive offers.
Critics (score 0-6) are dissatisfied customers who can damage your brand and hinder growth through negative word-of-mouth.
Calculating NPS
Your NPS® is a score between -100 and +100 and is calculated using the following formula:
% Promoters -% Critics = NPS (Neutral customers are not taken into account).
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.