NPS Surveys are undoubtedly the best way to know your customers, broader and deeper. It helps you with powerful insights with which you can take actions to drive significant success for your business.
But you know what?
There are two types of NPS Surveys and you can’t use both at the same time. They are
In this article, we’ve explained the key differences between Transactional and Relational NPS Surveys.
Transactional NPS is when you send them the NPS question after they have completed a transaction.
Relational NPS surveys are sent at regular intervals where there is no specific agenda.
The respondents of the transactional NPS surveys aren’t anonymous, which gives you an opportunity to check back at them if something hasn’t gone their way.
The respondents of the relational NPS surveys are anonymous, which is still an opportunity to know your customers better at every touch point.
Transactional NPS helps you take tactical decisions.
Relational NPS helps you take strategic decisions.
Transactional NPS surveys are conducted only when you have already sent a lot of relational NPS surveys. They can’t be used at every touch point.
Relational NPS surveys should be based on the results of your transactional survey where customers mention the touchpoints that have given the most headaches.
Transactional NPS can be used best in the following scenarios:
Relational NPS can be used best in the following scenarios:
When to collect Transactional NPS data:
When to collect Relational NPS data:
Hope you found the comparison helpful.
Be sure of using the right NPS Survey at the right time to fetch actionable insights that drive results.
See you in the next one :)