General
Create a new survey Project
SightMill uses Projects to help you organise your NPS surveys (rather like a campaign in marketing). A Project can have different delivery formats (eg it can combine email, SMS, website and event surveys), but can only have one survey for each of ...
How do I delete a Project?
To delete a Project, open the Settings for the Project and click on the General Settings menu. In the bottom right of the screen, click on the red 'Delete This Project' button. You'll be asked to confirm, then all the data and settings will be ...
Can Net Promoter Score be negative?
Yes. NPS scores can range from -100 to +100. The calculation is to subtract the percentage of detractors from the percentage of promoters (you ignore the passives from this calculation). So if you have 100 responses and 40 score 0-6 (detractors), 45 ...
Does NPS have a follow-up question?
Yes, normally there is. Net Promoter Score surveys are normally made up of two questions. Question 1: The first question is a version of the standard 'How likely are you to recommend our company to your friends and colleagues'. You can send this out ...
Could you give me a quick and clear summary of how to calculate NPS?
NPS Calculation is a simple equation that is calculated by subtracting the percentage of detractors from the percentage of promoters who have responded to a standard NPS (Net Promoter Score) question... but hang on, that sounds quite complicated. ...
Should I be worried if not many visitors complete the survey?
Typically, we see response rates of between 15-25% for email surveys and 20-30% for web surveys. And we see around 10% of respondants provide additional (verbatim) comments. EMAIL: If your response rates to your email surveys are a lot lower than ...
How do I know how many customers are seeing but not responding to my surveys?
There are a couple of ways to view this information. Summary: For a summary, open your survey Project and look at the Dashboard. In the top-right, you'll see a box titled 'Surveys'. You can select a date range and it displays the number of responses ...
how do I decide what to measure? Is it best to focus on the end of the customer's journey with us? Should I think about trying to measure more than one stage to catch customers who are not finding what they're looking for?
The temptation is to try and measure lots of different points and customer groups all at once, but you might then find it difficult to work out what needs to change to improve customer experience. We've found that using feedback surveys on a website ...
What's the difference between NPS and customer review services such as TrustPilot?
Customer review sites are incredibly powerful buying aids to help potential customers get what's called 'social proof' about a product from other customers. They work on the same principal as you trusting what your friend says about a new restaurant ...