Creating surveys in Planhat is done using a simple 4 step workflow. The workflow is built to help you quickly create, tailor, target and define your survey and scheduling. With it you can:
- Customise your survey email and branding.
- Tailor the messaging seen by respondents based on their score.
- Target recipients based on any data point in Planhat
- Specify details of your survey delivery
To create a new survey, go to the NPS module (megaphone icon) on the left hand navigation bar and click “Start New Campaign”.
Customising your survey email and branding.
Today, Planhat NPS surveys are delivered by email. Recipients select a score within the body of the email and doing so opens up a browser window with response messaging and a text box for further feedback.
Upon clicking ‘Start New Campaign’ you are presented with the Email Template page. The left side shows Branding, Introduction and Messaging and the right side the current text and format of your email.
By clicking Branding you can add your company logo to the email. If you have previously uploaded your logo to your Planhat account, slide the toggle to Yes and your logo will appear in the right side panel, or upload a new logo using the ‘Upload new logo’ option.
Tip - make sure your logo does not have white text on a transparent background as the text will be lost against the email body.
Clicking Introduction and Messaging enables you to edit any part of the text presented in the email. Edits you make on the left hand panel update immediately in the right hand panel so you can instantly see your new email layout.
Tailor the messaging seen by respondents based on their score.
Once your happy with the Email messaging, click ‘Thank You Message’ at the top. Here you can edit what your customer will see in their browser after they score you in the survey email.
You can create customised responses for any scoring groups with the default layout bucketing custom responses into Detractors (1-6), Passives (7-8) and Promoters (9-10). If you want to group scores differently you can change the default settings using by typing into the number range.
NPS is traditionally based on a score and an opportunity to provide more detailed feedback, so below you can also change the messaging around the feedback text box.
Tip - written feedback in an NPS survey, if it’s your only type of survey, can provide enormous insight. Make this messaging engaging to try and stimulate a response.
Target recipients based on any data point in Planhat
Once you are happy with the messaging throughout the flow it's time to identify recipients.
Given the amount of data you have in Planhat it’s easy to create incredibly focused and targeted survey distribution. To start, click on Contact List at the top and you will see Company Filter and Persona Filter as two options.
Clicking ‘Company Filter’ let’s you either use any pre-existing Segment or create a recipient list using the exact same logic you would when creating a Segment. Users belonging to Accounts that meet the criteria you select are displayed on the right side, where you then have simple filter to view Users by their NPS status with options for All, Pending and Sent.
Clicking ‘Persona Filter’ presents identical options but now from the point of view of Personas. You can select a pre-existing Persona or use the same logic to create a completely new recipient list.
Finally, if you want to get very granular, you can also combine Account level rules (Segments) with User level rules (Personas) to identify a group of users meeting a certain criteria within a group of Accounts meeting a certain criteria.
Tip - NPS is all about getting a lot of responses and seeing how they trend over time. Make sure you refuse the temptation to only survey your happiest clients. You need as broad a selection as possible to prevent bias distorting results.
Specify details of your survey delivery
Finally, once you have identified the group of people who will receive your survey, it’s time to decide on details of how messages will be delivered.
Click on ‘Campaign’ at the top and name the campaign you have created.
Tip - make sure the name is clear and helps you quickly know who the recipient list is. This will save you time later when you have campaigns running in parallel.
Next, identify from whom you want the survey to be sent. You can choose the Account Owner or Co-Owner, one of the email addresses you have made previously made public / shared, or an email address belonging to an integrated email tool such as MailChimp.
Tip - If you want your Surveys to come from a generic email address such as Success@, create a Team Member Profile in Planhat and use Success@ as the email address. On the Email sync page select “Make Public” and it will become an available ‘Send from’ address whenever you are emailing within Planhat.
‘Reminders’ simply helps you automate a reminder Survey email to recipients who do not complete the original, rather than having to keep track of all responses.
‘NPS Recurring Days’ allows you to set a delivery cadence, so you can choose how often people meeting the criteria should receive their survey. For example, if the recipient list is all Users who belong to an Account that has completed Onboarding, setting 90 days here would mean those Users receive a new survey every 90 days.
‘Survey Distribution’ helps you drip feed campaigns to Users. There are different benefits to doing this but a key one is that often you are sending Surveys via Gmail or O365 both of which have weekly email volume limits. Gmail is typically 500 emails / day while O365 varies depending on your plan. If you plan to send a lot of surveys you can cap how many are sent each day to ensure you do not hit your daily volume limit.
The final option lets you schedule specific days, times and timezones for Survey distribution. This is great to ensure Users don’t receive their Surveys in the middle of the night or at 9am on a Monday morning when they are unlikely to respond positively!
Tip - if you are sending Survey to Users in multiple locations around the world, you may want to structure them into different campaigns so each campaign has a relevant associated timezone.
So once you have been through the steps above, click ‘Launch Campaign’ and Surveys will start being distributed as soon as your scheduling allows.
Back on the Survey home page you will be able to view response rates and keep track of Survey responses within the campaign as they come back, or navigate to the ‘Responses’ or ‘Insights’ tabs for deeper analysis.
Survey, Responses and Insights NPS Scores
The NPS module has three different pages and each page displays a different NPS score:
1) Survey: this page shows a list of NPS campaigns added by Planhat, and it calculates the score using all answers since the Campaign began.
2) Responses: this page shows a list of answers and it only considers one answer by each end-user.
3) Insights: this page shows the score by Company's NPS value, and it calculates using the "NPS Calculation Base" (Mean, Median, or Mode) which is located in the "General" settings in Planhat.
As a result, the NPS score and the bar values (detractors, passives, and promoters) are not the same. Planhat shows different values on each page.