Most companies measure the NPS only after an order is delivered.
But if you want to get better insights from your customers about their experience with your store, you need to measure and calculate the NPS at two key moments: before and after delivery.
This way, you will know if your company actually respects the “under-promise, over-deliver” principle. Without this extra set of customer intelligence analytics, the NPS in itself is an average number that lacks the actionable aspect, like so many other over-hyped and underused metrics.
At Omniconvert, we monitor what happens before delivery by measuring pre-delivery NPS and what happens after delivery once the customer starts using the ordered products by measuring post-delivery NPS.
How does Omniconvert Reveal's Post-delivery NPS work?
Reveal generates NPS invitations only after an order has been delivered. For a Shopify eCommerce, Reveal maps orders as “delivered” once the orders are marked as “fulfilled” in Shopify.
You can choose when to send invitations for NPS via email, how long invitations are valid and define rules to avoid spamming your customers.
In order to use the NPS feature automatically, you need to integrate your Omniconvert Reveal account with Klaviyo or SendGrid and Omniconvert Explore .
Through Klaviyo or SendGrid, the system will be able to send NPS invitation emails on behalf of Reveal. You can choose to send the invitations via daily Klaviyo campaigns (default) or via a Klaviyo flow.
Once a customer clicks on a score in the email received, Omniconvert Explore will display the Survey within your website, and collect the feedback.
The insights will be automatically sent to Reveal and you will be able to assess customer experience and find out how likely it is that your customers would recommend your products / services to a friend or colleague.
How does Omniconvert Reveal's Pre-delivery NPS work?
Once an order is placed, Omniconvert Explore will display the Survey on the transaction's thank you page, and collect the feedback.
The insights will be automatically sent to Reveal and you will be able to assess customer browsing and purchasing experience and find out how likely it is that your customers would recommend your products / services to a friend or colleague.