parcelLab NPS

Use the parcelLab NPS feature to include a Net Promoter Score (NPS) survey in email communication to gain valuable customer feedback that identifies loyal customers and helps to optimize processes.

Overview

The initial part of the feature includes a single NPS question asking how likely the customer is to recommend the shop with a rating scale in customer emails.

When a rating is selected, customers are forwarded to a landing page with follow-up questions.

The following types of questions can be included:

• NPS question - the initial NPS question from the email, including the prefilled answer that was selected.

• Text for comments - allows customers to enter a brief explanation (for example: areas to improve) regarding feedback they want to raise about your brand.

• Up to six thumbs up/down voting - questions about the product, delivery, and packaging.

The feature stores any entered information, even if the content has not yet been submitted (that is: if a customer closes the survey before clicking the Submit button, you will still have the survey results that were entered before the page was closed).

Configuring the parcelLab NPS Feature

The following sections describe the configuration required for the parcelLab NPS feature.

Customer Requirements

To integrate the parcelLab NPS feature in email communications, you need to provide the following information to parcelLab:

• What kind of questions should be included (that is: the main NPS question for the rating scale and any follow-up questions).

You can select to use some or all of the follow-up questions and modify the question text as required. Additional follow-up question types can only be up/down voting questions currently.

• In which emails the survey should be integrated (that is: usually on order delivered emails).

A follow-up email with the NPS survey can also be set up that can be sent at a specified time after the delivered email.

If you want to use your own NPS tool, you need to provide parcelLab with a HTML code snippet so it can be integrated in emails. When using a separate NPS tool, parcelLab does not save any survey data and it is hosted in the system that you use.

For more information on using your own NPS tool, please contact your parcelLab representative.

Implementation Process

When parcelLab has the required information, the setup process can begin.

The following applies when the parcelLab NPS feature is implemented:

• The landing page for the NPS survey follow-up questions is hosted by parcelLab. Your brand's logo can also be integrated on the landing page.

• Detailed reporting is available in the parcelLab App.

• The NPS thumbs up/down voting questions can be integrated onto tracking pages.

Thumbs up/down voting can also be included in email communication (for example: to evaluate the helpfulness of the emails sent to customers).

The results can also be automatically exported as a .csv file to an email address or via SFTP. For more information on the automated export of the reporting, please contact your parcelLab representative.