What to Expect From This Use Case

Post-Purchase NPS Survey email is designed to send an automated and informative Net Promoter Score (NPS) survey to recent customers, capturing their feedback. At the same time, their purchase experience is still fresh, thereby increasing brand loyalty. This use case directly influences customer relationship management, enhancing customer loyalty and ensuring customers feel valued and considered.

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Tip

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Use Case Items

With this use case, you’ll get a:

• Ready-to-use post-purchase NPS survey email
• Template for survey low NPS
• Template for survey high NPS
• Aggregate displaying products in the email
• Pre-defined evaluation dashboard

How to deploy the Use Case

After downloading the use case, follow these steps:

Step 1: Meet the Requirements

Verify if the data in your project meets the requirements. Follow this step-by-step setup guide in case of problems.

Step 2: Understand the Use Case Logic

Post-Purchase NPS Survey Email enables you to automatically send a short yet informative NPS survey to customers who have recently made a purchase.

The campaign is triggered when a customer makes a purchase. To comply with GDPR rules, we check if the customer has a valid emailing consent, then wait for 14 daysto make sure that the customer still has emailing consent and, simultaneously, did not make another purchase or return the product. Additionally, to prevent repetitiveness, the scenario checks if the customer has not received this campaign in the last 7 days. If a customer meets all the requirements, they receive an NPS email. The NPS email features last-bought products and quick feedback if the customer recommends your store. A corresponding survey will pop up after clicking on the score to collect more detailed feedback.

Follow the description and labels in the scenario in case of uncertainty.

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Tip

The logic of this use case is built on best practices and only requires adjustments if you want to further customize the use case. Get instant value by launching this campaign in just a few clicks.

However, we highly recommend you adjust the use case design and copy to fit your business needs.

Step 3: Adjust the Use Case

Now that you understand the use case logic, you can set up the use case according to your preference.

3.1 Email Settings

If you decide to customize the email settings, follow this detailed guide to make the adjustments.

3.2 Design & Copy

Customize the email visuals and copy to align with your company's brand identity.

Otherwise, you can go through this guide for more information.

To adjust the email template with products in the email node, follow this guide.

3.3 NPS Survey

The NPS scores in the email body are linked to the pre-configured Bloomreach surveys. However, you can link the URLs to a 3rd party website and your own NPS survey website.

Step 4: Test and Run the Use Case

When you are done adjusting the use case, we recommend to always test the use case before deployment. When testing, double-check if the use case design, copy, and settings work as preferred.

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Warning

You should only deploy a use case after testing. Testing prevents sending unfinished or imperfect campaigns to your customer base.

Run the use case once the testing is over. When you open the email, click the Start button in the upper right corner to launch the campaign.

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Congratulations!

If you got here, you have successfully deployed this use case.

Step 5: Evaluate the Results

Remember to run the use case for a few days to see the impact.

After this initial period, use the prebuilt and ready-to-use evaluation dashboard specifically included in this use case to measure and analyze relevant data.

To evaluate, open the evaluation dashboard, enter the email's name (e.g. Post-Purchase NPS Survey Email), set the attribution window for revenue in hours (e.g. 24) and click the Refresh button in the upper right corner to see the results.

If you encounter any problems, read this article for insights on evaluating the use case.

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Tip

Don’t forget to regularly check the results so you can optimize the use case for better performance.

Additional Resources

Learn how to enhance and optimize email performance with different tips and tricks from Bloomreach experts.