The Net Promoter Score is a measure of how well your company is liked and its potential for growth.
Microsoft’s form and survey software – Dynamics 365 Customer Voice lets you compose and distribute surveys which include NPS questions. You can then use Microsoft Dynamics 365 Customer Insights (Marketing) to send these surveys to your customer list
An NPS score is a simple question with a 1-10 choice, usually framed like
“How likely are you to recommend us to a friend or colleague?”
It’s easy to add NPS questions to a Dynamics survey – here’s how
Add a Net Promoter Score question to a Customer Voice project
- Open Customer Voice and click the +New Project button
- Choose a blank survey
- Choose your current live, production instance of Dynamics
- You’ll see a blank survey
- Click Add new
- Choose Net Promoter Score
- Check the wording of your question
- (optional) Add an extra feedback question
- Add a Text item
- Add any branding to your survey
- Test your survey and add any responses
Add satisfaction metrics to track changes to your project over time
To track how your NPS score changes over time, you’ll need to choose a metric to add to your project.
- From the customization menu choose Satisfaction metrics
- Choose Net Promoter Score from the Add metrics dropdown
- Select your NPS question here
- Click save
Send your NPS survey
- Click send in the header and you’ll have the choice of sending via Email, or automating the send based on users actions (for example, after a purchase)
- You can also embed the survey on a website, send a link to the survey or even a QR code.
If you want to send the survey to a Dynamics Marketing list, you have two options. See How to Send Customer Voice Surveys with Dynamics 365 for details.
View your Net Promoter Score
- Choose Satisfaction metrics from the Reports menu
- You’ll see reports over time from your surveys and details of any other satisfaction metrics you’ve used
