Hi all,
We are looking to begin to implement a Net Promoter Score in the next month, and I am looking at the best way to excute.
We will include the survey question in our post show exit email, which we trigger from WordFly. At this point we are not looking to pass information into Tessitura.
I'd love to hear from anyone who is already using NPS, and feedback on good or bad experiences with different survey solutions.Is anyone using WordFly surveys/pages? The other solution I'm reading about atm is SurveyMonkey.
Responses will be anonymous, but it would be really helpful if we could identify which production the customer has attended/filter results on this. Has anyone achieved this?
Do you have any automation with the periodic reporting of results?
Anything else I haven't thought of you could throw in would be fab, thanks!
Rosie, Digital Marketing LeadMayflower Theatre
Hi Rosie Wills. Did you have any luck with this at all? I am just starting to research this now.
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!