#general
General Discussions & Topics
Thread
Kelly Brenneman
December 16, 2025 at 09:52 PM
At past companies, I've sent quarterly NPS surveys to the main contact on each active customer account. We started the quarterly NPS survey invites on the 90th day of the new customer contract start date and then every 3 months afterward. Also, we excluded customers who were within 30 days of their renewal.
Colleen Reidy
December 17, 2025 at 12:46 AM
Thank you, @Kelly Brenneman - I like this targeted approach, as opposed to 'spray and pray' every active contact in an account. Do you get a healthy and repeatable response rate? Our responses seem to be declining each quarter so I'm thinking of changing it up.
Kelly Brenneman
December 17, 2025 at 02:36 AM
Yes, we did! We also included an option to join our community on the survey thank you page for those who gave us a 9 or 10.