How to Use NPS for Services to Gain Testimonials and Referrals for FrodX
FrodX successfully utilizes NPS surveys to gather feedback on its services and turn satisfied customers into brand advocates. This approach not only strengthens relationships with satisfied customers but also supports business growth through enhanced trust and credibility.
InstantFeedback Campaign
This campagin is target based, meaning that the campaign is not sent automatically after a specific event, but rather manually from a HubSpot list. The campaign focuses on contacts who have recently interacted with the company, ensuring their feedback is relevant and actionable – individuals from companies that have closed a Service Ticket, Customer Success Ticket, or Deal in the past six months. In an email campain with a simple NPS, customers are asked to rate their likelihood of recommending FrodX's services on a scale of 0 to 10 and provide optional comment to elaborate on their experience.
In a recent campaign, FrodX surveyed 315 contacts and achieved a 15% response rate after follow-up reminders. The results revealed an NPS score of 86, identifying 25 promoters with NPS score 9 or higher.
HubSpot Follow-up Journey
The campaign doesn’t stop at data collection—it turns insights into action. Through personalized follow-ups, InstantFeedback ensures that every interaction is meaningful. Non-responders received a reminder email a week later to boost response rates.
Promotors
Each promoter received a personalized thank-you email, expressing gratitude for their positive feedback. They were asked for permission to use their comment as a testimonial that will be used for marketing purposes to enhance trust for new customers. They are also asked for permission to use the company logo alongside their testimonial and provided options to modify the statement, with support offered if needed.
If comment was not given, they were given another chance to elaborate on their experience and write a testimonial.
Detractors
For detractors with NPS scores lower than 3, tasks in HubSpot were assigned to the CEO, for direct follow-up to address concerns and demonstrate FrodX's commitment to resolving issues and improving their experience.
This approach enabled FrodX to gather valuable testimonials and share opinion of their most satisfied customers. By leveraging NPS scores and engaging with promoters effectively, FrodX demonstrated its commitment to customer satisfaction and growth.
The Role of Feedback in Client Satisfaction
Increasing customer satisfaction drives measurable business results: higher referrals reduce acquisition costs, improved retention boosts lifetime value, and actionable feedback streamlines processes to cut inefficiencies. Satisfied customers amplify trust and reputation, attracting new clients and increasing ROI. By turning positive experiences into referrals and actionable insights, businesses can directly impact revenue and foster sustainable growth.
Example of Follow-up Journey
Email 1: Promoters Who Shared a Comment
Subject: Thank You for Your Support! May We Share Your Feedback?
Preview text: Your opinion is very important to us, and I am delighted that you are satisfied with our collaboration.
Hello,
Thank you so much for participating in our NPS survey and for rating our services with a score of """". Your feedback is very important to us, and I am thrilled that you are satisfied with our collaboration.
We would like to know if we may use your statement for public sharing. We’d like to share it on our website, social media, and in our newsletters.
We would use your response: """".
You can also modify your statement if you wish. If you need our assistance in doing so, we are happy to help. Additionally, we would like to use your organization's logo, should you permit us to do so.
For any further questions or edits to your statement, feel free to contact me. You can reply directly to this email or schedule a Teams call using this link to find a time that works best for you.
Once again, thank you for your trust!
[button] I Allow Publication
[button] I’d Like to Edit the Statement
Best regards,
CEO
Email 1a: Promotors Without Comment
Subject: Would You Share a Thought with Us?
Preview text: I’d like to invite you to share a short comment with us that we could use for public publication.
Hello,
Thank you so much for participating in our NPS survey and for rating our services with a score of """". I am very pleased to hear that you are satisfied with our services.
I’d like to invite you to share a short comment with us that we could use for public publication. Your opinion is incredibly valuable to us and our future clients. We’d like to share it on our website, social media, and in our newsletters.
If you need assistance in crafting your statement, we can arrange a call, and I’ll write it down after our conversation and send it to you for approval. Additionally, we’d love to use your company’s logo, if you permit us to do so.
Could you help me with this request?
[button] Write a Comment
Thank you for your support and trust!
Best regards,
CEO
Email 2: Invite to Thank-You Call
Subject: Can We Have a Quick Call?
Preview text : If you have a few minutes, I’d like to personally invite you to a short conversation to thank you.
Hello,
Thank you for participating in our survey and sharing your feedback about our services. Your input means a lot to me and helps us improve further.
If you have a few minutes, I’d like to personally invite you to a short conversation to express my gratitude. You can easily book a time in my calendar, and the system will send us a calendar invite with a Teams link for the selected time:
[button] Choose a Time for Our Conversation
Best regards,
CEO
Email 3: Follow-Up Reminder – No Response
Subject: Your Opinion Matters to Us – May We Share It Publicly?
Preview text: Your opinion is very important to us, and I am delighted that you are satisfied with our collaboration.
Hello,
A few days ago, I sent you an invitation to participate in our campaign to share your feedback. Since your responses are extremely valuable to us, I would like to kindly ask once more for the opportunity to help us spread best practices.
If you allow us to publish your feedback, you can do so by clicking on the link below. We will also be happy to adjust the statement according to your preferences, should you wish so.
[button] I Allow Publication
[button] I’d Like to Edit the Statement
Thank you for your time and trust.
Best regards,
CEO
Email 3a: Follow-up Reminder – No Comment
Subject: Would You Share a Thought with Us? Your Opinion Means a Lot to Us
Preview text: I’d like to invite you to share a short comment with us that we could use for public publication.
Hello,
A few days ago, I sent you an invitation to participate in our campaign to share your feedback.
I’d like to invite you again to share a short comment with us that we could use for public publication. Your opinion is incredibly valuable to us and our future clients. We’d like to share it on our website, social media, and in our newsletters.
Could you help me with this request?
[button] Write a Comment
Thank you for your time and trust.
Best regards,
CEO