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

  • Transactional NPS

  • Relational NPS

In this article, we’ve explained the key differences between Transactional and Relational NPS Surveys.

Transactional NPS

Relational NPS

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:

  • To get the NPS score for each department.

  • To identify the strength and weaknesses at touchpoints.

  • To fetch the actionable data on how to improve the touchpoints in the customer journey.

Relational NPS can be used best in the following scenarios:

  • To get the NPS score at different touch points for each department.

  • To identify what went right or wrong during different touch points.

  • To support the journey of Transactional NPS Surveys with the right data at the right time.

When to collect Transactional NPS data:

  • New transaction (Immediately after your customer places a new order or completes a business transaction)

  • Ticket creation (After a ticket has been created for a customer based on his/her complaint)

  • Feature addition - Surveying customer after a major product update.

When to collect Relational NPS data:

  • After a small win from your product. E.g. Can be a successful creation of a new contact list, or a survey, or a data export or anything related to your product/service.

  • In the middle of creating or analysing something big from your product/service

  • Requesting for a user experience from your product.

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 :)

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