Net Promoter Score

Morning Rosie, 

We use Snap Survey, We're able to seed information into the survey via the link they're provided in the email so you could use this to include the production they attended. We then pull the results into our data warehouse for automated reporting. 

Snap Survey has it's pro's and it's cons, we find it's cost effective compared to some of the other providers but the survey design and functionality isn't as slick as some other providers. I believe with most survey providers you're able to seed information so it's likely you'll be able to achieve the same results with different suppliers.

Hi Rosie, we are also re-implementing this after it went on hold for a while.

We're using Wordfly to set up a triggered email with a SurveyMonkey link the day after a constituent attends a performance. SurveyMonkey allows different "collector" links to a survey, so we're using those to track which Genre of show someone attended while keeping results otherwise anonymous. WordFly dynamic content will serve up the correct link based on the output from the list/query. I ideally wanted the first question embedded in the email itself, but that seems only possible if I send the email directly from SurveyMonkey manually, which won't work for us. 

I can filter based on collector links in the survey reporting. SurveyMonkey also has the option to set up survey result dashboards with shareable links, so that's what we'll use to report out. 

It sounds like you could use the collector links for each production in your case. I'll note that SurveyMonkey pricing can be steep, and they try to make it tough to share logins with 2FA texts/emails, etc.

Hi Rosie Wills. Did you have any luck with this at all? I am just starting to research this now. 

That sounds interesting Gabrielle Frasco. How is it working for you?

Hi Jen

Yes, I used SurveyMonkey in the end and the survey has been live since the end of April.

We are using one main collector, and when analyzing the results we use filters to identify the production attended. Specifically, filter by time period > date range (and helpfully these can be saved and renamed so you can effectively toggle them on and off to narrow the response window easily).

We do have a second collector, which is used when we have a second production running underneath, so we can filter by the collector and split the customers out.

Our practice is to attribute responses in the time period starting at the end of the first performance (when the first exit email is sent), and ends at the end of the day after the production's last performance. Our method does mean attribution won't be 100% accurate, but we decided it was good enough for our needs. 

In terms of resource, creating and implementing the survey was quick and easy. As we do not need to create a collector per production, there is no ongoing resource needed from my team other than to look out for second productions needing a second collector.

We do have a member of staff that logs in to Survey Monkey each week to apply the date filter, and they also record the current NPS score in a spreadsheet. We added a second, open ended, question to our survey; so they also read the responses and pull out any trends or notable comments which also get sent to the Executive Management Team to review in their meetings. This is the more time consuming end of things!

I hope that's helpful - feel free to fire any other thoughts or questions over!