One of the biggest advantages of Net Promoter Score© is its versatility. Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle.
This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction?
Both methods have advantages and disadvantages, as well as specific characteristics that make them best for learning more about how your customers perceive your product, service, or brand.
In this guide, we’ll look at the key differences between relationship and transactional NPS (tNPS) to help you understand how each survey method can enable business growth, increase retention and generate more actionable insights from your customers.
The ‘What’ and ‘When’ of Relationship NPS
Relationship NPS, also known as on-demand or regular NPS, is designed to assess your business’s relationship with its customers, serving as the starting point for measuring your customer satisfaction and spotting the gaps which need attention. Thus, using relationship surveys is more about deciding the customer segment to survey and the appropriate timing to conduct it.
You can, of course, go through the entire customer list, inquiring for feedback on the overall opinion of your brand. However, in order to get the most out of your relationship NPS, segmenting your clients in clusters would turn out more efficient. Apart from delivering more targeted surveys, segmentation would help avoid surveying customers when there is an interaction in progress like an open support ticket, that might alter their perspective of the overall picture.
Deciding on the perfect timing is up to you. Most businesses send recurring surveys at standard intervals, as once every quarter, bi-annually or annually.
Because relationship surveys are sent on a scheduled basis and aren’t tied to any specific event, they’re ideal for generating feedback on the strength of the working relationships with your customers and accurately assessing loyalty to the brand and its products. This makes them invaluable when it comes to tracking progress over time, allowing you to easily benchmark internal data against NPS industry standards.
Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event. There’s no mention of recent account activity or purchases — instead, clients are asked a standard NPS question.
This way, potential bias imposed by a particular experience is taken out of the way, focusing on the entire interaction instead.
The ‘What’ and ‘When’ of Transactional NPS
While relationship NPS is general and designed to assess the strength of your relationship with a customer, transactional NPS is meant to assess the customer’s opinion on a certain business transaction.
For example, your company might send a Net Promoter Score survey immediately after a client places an order. In this case, the survey is transactional, as it’s designed specifically to measure how the customer’s satisfaction changed after a recent interaction with your product or service.
Hence, transactional NPS surveys require precise timing in order to capture accurate feedback. Send an NPS survey immediately or shortly after the transaction has been completed to identify the customer’s opinion on the specific business process. Wait for too long and you risk getting the customer’s perception skewed by other experiences. With transactional data at hand, you can easily identify any flaws in the customer interactions, develop tailored solutions and optimize touchpoints across the customer lifecycle. The captured insights will also serve both as guidance and motivation for specific teams since they will be served with real time data to guide their further approach and actions.
Transactional NPS surveys use specific wording that mentions the transaction. Instead of being asked how likely they are to recommend your business in general, a customer might be asked to rate your company “based on their most recent purchase or order.”
Transactional NPS surveys you should be sending
A customer’s perception of your company is determined by singular interactions with your brand and will change following upcoming touchpoints, as for example after talking to a support representative, placing a new order, etc.
Surveying your customers after such interactions will help you understand what exactly caused the change in their sentiment and as a result, acknowledge the positive effect or fix the issue in case of an unpleasant experience.
Let’s look through some of the touchpoints a transactional customer satisfaction survey will turn handy for:
Use transactional NPS surveys to assess the onboarding experience, which mainly determines whether the new customer will easily adopt your product or shortly churn. By digging into collected data you will be able to determine drawbacks in the implementation process and potential opportunities for improvement. By making the process simple and clear via self-service options and a proactive support team you have a good shot at delivering an onboarding experience that matches customer expectations and positively impacts your retention efforts.
2. Customer ticket or call
Send your customer a transactional NPS survey to find out how your support representative has handled a specific situation and whether the proposed solution was helpful to the client. In the pile of daily requests a customer support representative receives, some of the tickets might be neglected being assigned very little importance, get not answered in a timely manner or the available quick-fix might not solve the raised issue. Engage with your clients to find out about their satisfaction with the latest interaction with the support representative, and to learn of the possible service or product drawbacks you need to address.
3. New order or business transaction
Surveying your audience after placing a new order, or a ride/flight taken, etc, that is after customers have achieved specific milestones, is extremely important since such transactional interactions are most often related to some pain points as: a payment process that could not be properly completed, the necessity to submit a claim, a shipment that was not delivered properly.
Once again transactional surveys will prove to be highly actionable. In case a customer has a product delivery or payment issue the action to be taken to recover the situation is quite clear. In this context, the captured data will help to come up with an immediate solution to a pending issue and in the long run facilitate the improvement of core processes which will enhance the overall perception of your product or service.
4. Product usage
While most of the transactional NPS surveys are sent right after an interaction is completed, sending it a week or two after the product has been delivered is a great opportunity to learn from people who had a chance to already test it and want to share their experience. The same applies to service, not only products, since in order to see its full value or identify specific issues, one needs some time to get an accurate perception of the purchase. Triggering a survey not immediately but shortly after the delivery or service activation will allow you to accurately grasp how customers feel about their purchase and take immediate action on any possible shortcomings.
5. Major product update
NPS plays a significant role in the alignment of your product roadmap. Inquiring for customer feedback on your product after a major update can save you from errors that can be overlooked, help you spot and solve issues, prioritize the features to work on, and all this just because you are able to see your newly released updates through your customers’ experience. Thus, if you’ve just launched a new product and want to get an accurate feel for how your audience is responding to it, a transactional NPS survey is far more likely to produce meaningful data than a relationship NPS survey.
Transactional or Relationship surveys?
There’s no “perfect” method for specific businesses. Both transactional and relationship surveys have pros and cons, some of which can make one form of survey more suitable for your company than another.
According to Business Over Broadway, relationship surveys provide information to help with CX strategic decisions (for example, the business areas which need improvement), while transactional surveys generate data to support the tactical decisions (that is, how you will make the improvements happen).
Transactional NPS feedback is ideal for learning about how a customer’s opinion of your business can change based on a specific product, service or offer.
Because transactional NPS data is always tied to a specific product, service, offer or event, it’s also extremely easy to act on. With a large enough amount of data, you can quickly spot faults, weaknesses, and opportunities to optimize or improve based on customer insights.
Finally, transactional NPS data is immediate. Rather than having to wait months to resurvey your clients and view any change in customer sentiment, you can generate actionable insights that let you make effective changes very quickly.
There are also weaknesses to transactional NPS. Because it’s tied to a specific event, it’s very time-consuming without automation. Luckily, specialized NPS software makes sending event-based surveys to customers quick and simple.
Relationship NPS is ideal for looking into how your customers view your business over the long term. Since you’ll have multiple data points, you can track long-term progress and changes in customer sentiment and perception.
How to use transactional survey data
However, transactional NPS is a completely different ball game, with new rules, best practices and tactics.
As a general rule, it’s best to focus on transactional surveys when you have a large number of customers, each of whom spends relatively on your products and services. In this situation, the reaction of a customer to a transaction is more important than their relationship with your brand.
This means a B2C business with a $50 product is more likely to benefit from transactional NPS than a B2B agency that sells $10,000 per month professional services.
Transactional NPS is also best used when you need specific information about a new product, service or offer. Since relationship NPS is all about long-term customer sentiment analysis, it will rarely produce any meaningful transaction-specific insights.
While running both NPS methods, there’s a risk of over-surveying your clients. Focus on infrequent surveying — once per quarter, at most, for relationship NPS, and once for every large purchase for transactional NPS data — and you’ll get the best mix of frequency and data quality.
Collect transactional and relationship NPS
Some businesses benefit from a focus on transactional NPS, while others on relationship NPS. Some brands, particularly those that sell products and services to the same customers over time, benefit most from a combination of the two forms of feedback.
No matter what type of feedback your business values most, you’ll find it faster and easier to survey your customers, generate actionable insights and calculate your Net Promoter Score using Retently.