As a business owner who is passionate about customer satisfaction and business growth, if you were asked which one is the best between Relational and Transactional NPS surveys? It is easier to pick the former as the best due to its ability to identify the overall opinion of customers about your Products and Services.
Keep reading this blog before you make a conclusion, as we will explain what TNPS is, its benefits, best practices and some of the most asked questions to better improve your customer satisfaction.
What is Transactional NPS?
Transactional Net Promoter Score is a customer satisfaction metric that helps you know how your customers feel about a specific transaction or interaction, like a purchase or a support call.
As the word implies, Transactional, it means the type of questions you ask customers after they make a purchase or interact with the company. This type of NPS only focuses on a single experience rather than their general opinion about your business.
It could be about customer service or about a specific product or service the customer just subscribed to.
With the right Net Promoter Score tool like QDegrees, you can collect this feedback easily and act on it fast. It's all about making improvements in real-time, based on what customers actually say after key moments.
Importance of Transactional NPS
One of the important aspects of transactional NPS is that it helps you make a smarter decision right after a customer interaction. Other important aspects are:
●
Gives real-time
customer insights: Transactional NPS helps you understand how a
customer feels immediately after a specific experience, like a purchase or
support call. These fresh insights are more accurate and specific than general
feedback.
●
Pinpoints service
issues quickly: TNPS can help pinpoint service issues quickly
because it focuses on a single event. With this, you can easily spot what’s
wrong and fix it.
●
Improves customer
satisfaction: Acting on feedback from a transactional NPS survey shows customers
that their opinion matters. This builds trust and boosts satisfaction.
●
Supports continuous
improvement: It helps your team adjust quickly and improve processes after every
customer interaction, instead of waiting for long-term reviews.
●
Drives better
business decisions: By tracking responses with a reliable Net
Promoter Score tool, you can back your strategies with actual customer data
rather than guesses.
Using transactional NPS regularly helps your team stay focused on what matters most, giving each customer a better experience, one step at a time.
Types of Transactional NPS Surveys
Transactions NPS surveys are a means of getting your customers' opinions while they are still thinking over their experience with you. While this is as effective as it seems, there is no one-size-fits-all way of getting these opinions; Transnational NPS Surveys offer numerous ways of doing this, they are: ●
Post-Purchase
Surveys: This type of survey is sent right after a customer completes a
purchase. This helps you know if the buying process was smooth and if
expectations were met.
●
Post-Support
Interaction Surveys: These are triggered after a customer contacts
support. It lets you know how helpful your support team is in resolving
customers' complaints.
●
Post-Onboarding
Surveys: It is sent shortly after a new user finishes onboarding. It checks
if they found the process clear and helpful.
●
Post-Delivery
Surveys: It is used after a product or service has been delivered. It helps
measure satisfaction with timing, packaging, and condition.
●
Post-Feature
Usage Surveys: Great for digital products. These are sent after
a user interacts with a new or key feature to see if it added value.
Using a Net Promoter Score Tool for these surveys helps track real-time feedback and improve specific touchpoints faster.
How to Calculate Transactional NPS?
Here’s a simple way to understand how Transactional NPS is calculated after a specific customer interaction.
To calculate your Transactional Net Promoter Score:
●
Send a Transactional NPS Survey shortly after a
key event like a purchase, support call or delivery.
●
Ask the core question: “How likely are you to recommend us to a friend or colleague?”
●
Use a 0 to 10 rating scale, where:
○
0 to 6 are Detractors
○
7 to 8 are Passives
○
9 to 10 are Promoters
●
Subtract the percentage of Detractors from the
percentage of Promoters.
For example, if 60% of respondents are Promoters and 15% are Detractors, your Transactional NPS Score would be 45.
This quick calculation gives you a clear picture of how customers feel about a single experience. Many businesses use a Net Promoter Score Tool to automate this process and track trends over time.
Remember, the key to accuracy is timing. Ask the right question at the right time, and always follow up with action.
Best Practices to Ensure Higher Response Rate for TNPS Surveys
If you want more people to answer your survey, a few small changes can make a big difference.
1. Keep the message short and clear: Long messages get ignored. People are busy and usually check their phones on the go. So instead of asking five questions with extra details, focus on just one clear question. Let them know what you’re asking and why it matters.
2. Send the survey at the right time: Timing matters more than most people think. Send the survey soon after the customer has had the experience you want feedback on. That way, it’s still fresh in their mind, and they’re more likely to give honest and helpful answers.
3. Use a reliable platform like QDegrees: QDegrees makes it easy to set up and send surveys quickly. It also helps you manage responses better and track how people are feeling over time. If your goal is to understand how a customer feels right after an interaction, a platform like this can be a helpful tool.
4. Make it personal: Avoid sounding robotic. Use the person’s name and reference what they just did. For example, “Hi James, how was your recent call with our support team?” This makes it feel like you actually care, not just collecting numbers.
5. Don’t overdo it: If you send too many surveys, people start ignoring them. Keep the frequency low and make sure each one has a clear purpose.
These best practices help you get better results from your transactional NPS Survey. The more honest feedback you get, the easier it is to make things better.
Must ask Transactional NPS Survey Questions
These questions help you know what a customer feels right after an interaction or experience.
To make the most of your transactional NPS survey, start with a simple but powerful question:
How likely are you to recommend [company/product/service] based on your recent experience?
This question focuses on a single interaction, helping you understand how a specific moment shapes customer opinion. It’s different from the relationship NPS because it targets recent events like a purchase, a support call or a delivery. The feedback you get is fresh, direct and easy to act on.
After that, you can ask a quick follow-up:
What was the main reason for your score?
This gives you more detail behind the rating. It shows you what you’re doing right and where there’s room to improve. These two questions work best when asked immediately after the customer experience using a trusted NPS software or any good Net Promoter Score tool that makes collecting and reading feedback easy.
Wrap Up!
In conclusion, understanding and improving your Net Promoter Score can transform customer relationships. With QDegrees, the best NPS software, you can turn valuable feedback into actionable insights for success.
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