NPS Survey:
NPS Survey campaign types are designed to collect customer feedback through Net Promoter Score (NPS) surveys. NPS is a customer loyalty metric that gauges how likely a customer is to recommend a company or product. These campaign types can be an excellent tool to gauge quality of care, and patients who qualify as promoters will automatically be prompted to leave a Google review for your practice.
NPS SCORING:
>9: A patient who scores you with a 9 or 10 on the NPS Survey is identified as a PROMOTER and will be automatically prompted to leave a Google review.
<8: A patient who scores you with an 8 or lower is identified as a DETRACTOR. These patients will NOT be prompted to leave a Google review.
Create An NPS -> Google Review Campaign for Your Practice:
Click on the "PRM" tab within Stride. Note: (User must have the "Campaigns Administrator" permission turned on within the Settings tab)
Click the "+" button in the upper right-hand corner to add a campaign:
1. Title your Campaign
In this first step, be sure to set the campaign type as "dynamic". Remember, the dynamic campaign type will continuously enroll patients in the campaign based on the triggers that are set up.
2. Set the Audience
The audience will be set based on the parameters you provide for the campaign. To capture the largest volume of patients, you can set the parameter to "Location =" and select your practice. If you have multiple locations, you can add additional parameters to include "OR" Location to include additional offices:
Once you have set the desired parameters, you can click "View Audience" to see the patients that will be enrolled in this campaign. Keep in mind that since this campaign is dynamic, the audience can change based on the Sequence and Trigger Rules that are set.
3. Add Steps to Your Campaign
Setting the Steps and Trigger Rules will determine when the custom messages are sent out to patients. Commonly, with an NPS Survey Campaign, multiple steps will be added to keep patients engaged before sending out a Google review. However, you can customize this to be as many steps as you want, or as few steps as you want.
- Title the Step, and set the Trigger Rule. The Trigger Rule sets the criteria for when the message will be sent out to your audience.
- Once the Trigger Rule is set, choose the Time After Trigger to indicate the time when the survey will be sent to the audience once the applied trigger has been completed. The choices will be "Immediate" to go out instantly, or you can choose "hours" or "days" and customize the step even further. Keep in mind that messages will be sent only inside of your Daily Start & End Times.
- Select the Channel, indicating if this will be sent out via text, email, or both.
- Select the Type from the list of options. Once NPS --> Google review type is selected, you will be able to adjust your custom message prior to finalizing the step.
Note: With the Type set to NPS or NPS -> Google Review, you will NOT be able to ADD or EDIT your email template. This is intended to maintain the validity of the survey. . You are able to EDIT any text within the boxes for the Text and Email messages.
4. Review your campaign
After the step(s) for your campaign are completed, you can review your campaign, audience and parameters prior to publishing the campaign. You can click "Save as Unpublished" if you are not ready for the campaign to be active yet. Clicking "Set as Active" will automatically publish the campaign and patients will begin receiving messages based on your custom parameters.