tNPS Survey: What Is It and When to Use It

Net Promoter Score

An Extensive tNPS Survey Guide: What, Why, How & When?

May 25, 2023

19 mins read

Manisha Khandelwal

Contents

In the realm of customer-centric businesses, one thing is clear—they understand the immense power of customer feedback. But do you know why it has become such a crucial element in their quest to deliver exceptional experiences?

It’s simple—they know that customer feedback holds the key to unlocking insights that can elevate their game and exceed customer expectations. To stay ahead of the curve and continuously improve the customer experience, businesses turn to a variety of customer feedback metrics.

Among these metrics, Transactional Net Promoter Score, or tNPS, has emerged as a popular choice. As a dynamic sibling of the renowned Net Promoter Score (NPS), tNPS goes beyond traditional surveys and measures customer satisfaction and loyalty at every touchpoint along the customer journey.

But here’s the thing—while tNPS may seem straightforward, truly leveraging its potential requires a strategic approach and an effective Net Promoter software.

That’s where we come in. 

This tNPS Blog is your go-to resource for unlocking the secrets of this invaluable metric. We’ll equip you with the knowledge, strategies, and best practices to extract meaningful insights from your tNPS data and drive impactful change in your organization.

Let’s get started!

What is tNPS?

tNPS or Transactional Net Promoter Score is used to gather customer satisfaction after a customer interacts with your business or after a transaction. 

It helps you improve your products and services, increase customer retention, and more.

By analyzing the feedback collected through tNPS surveys, you gain insights into your customers’ feelings and experiences on a granular level. This data enables you to identify areas for improvement in your offerings, ensuring they meet your customers’ needs and expectations.

tNPS differs from the traditional NPS – tNPS focuses on specific touchpoints or transactions while NPS typically asks a loyalty question about recommending the business overall. 

By utilizing tNPS on a transactional basis, you can gather valuable insights alongside regular NPS surveys, which provide a holistic view of customer satisfaction and their overall experience.

Remember, improving customer experience can have substantial financial benefits, as Forrester suggests that a 10% improvement in customer experience can translate into significant revenue growth and other positive outcomes.

See the example image below for a visual representation of a tNPS survey:

tNPS survey question for MAX LIFE insurance in SurveySensum

But what makes tNPS important?

Important of tNPS

Here’s a great example of an insurance company. 

Jane recently met with a car accident. Luckily her car was insured, so she reached out to the insurance company. 

After contacting the insurance company, she had to undergo a documentation process to proceed with the claim. 

She was pissed with the lengthy documentation process but was still trying to do it. 

Meanwhile, she received a tNPS survey after an insurance call asking about her interaction. She mentioned having a hard time with the lengthy documentation process. 

Upon receiving Jane’s feedback, the insurance company promptly acknowledged the real-time insights and instantly assigned an agent to aid her with the documentation process.

Within an hour, she got a helping agent who guided her through the entire documentation and insurance process. Further, the agent also asked several questions to understand what happened. 

By conducting tNPS, the insurance company 

  • Get real-time insights
  • Take instant action on the received feedback 

This is how the insurance company benefits from conducting tNPS.

Moreover, the interaction between the agent and Jane helped the company to 

  • Build a robust customer relationship
  • Improve cross-selling opportunities 
  • Increase customer retention 

After the completion of the entire insurance process, she went back satisfied with the received services.

That’s why conducting tNPS surveys is crucial. 

There are many advantages that tNPS surveys bring to any business.

  1. Real-time Action: tNPS allows you to gather customer feedback at specific touchpoints, enabling you to take immediate action based on their input.
  2. Satisfaction and Recommendations: tNPS helps identify what satisfies your customers and makes them highly likely to recommend your business.
  3. Customer Retention and Revenue: By incorporating other customer loyalty KPIs, tNPS provides insights into customer retention rate and recurring revenue, keeping you updated on the health of your business.
  4. Areas of Improvement: tNPS identifies key areas where improvements can have a significant impact, making the feedback you gather highly valuable.
  5. Testing and Validation: The feedback gathered through tNPS allows you to test and validate improvements, ensuring they align with your customer’s needs and expectations.
  6. Customer Churn Intervention: tNPS helps you quickly identify customer churn, giving you the opportunity to intervene and improve your experience.

By leveraging tNPS, you can proactively address customer needs, enhance loyalty, and drive business growth based on real-time insights and actionable feedback.

But, with the advantages, there come a few disadvantages as well. 

Why should you Not Use tNPS Surveys? 

1. Fluctuating Results: 

tNPS surveys can yield fluctuating results due to various factors. 

For example, if a customer had a positive experience during one transaction but encounters an issue in the next, their tNPS score may vary significantly. This fluctuation can make it challenging to track progress accurately and identify consistent trends or areas for improvement over time.

2. Limited Scope:

tNPS gathers feedback only at specific touchpoints, providing a limited scope of customer satisfaction. Let’s say you run a tNPS survey after a customer completes a purchase on your e-commerce platform. 

While you may receive feedback related to that particular transaction, it might not capture their overall experiences with your brand, such as interactions with customer support or website usability. This limited scope can hinder your ability to understand the holistic satisfaction of your customers.

Solution:

Holistic Understanding: To gain a comprehensive understanding of customer satisfaction and experience, consider using alternative feedback metrics alongside tNPS.

For instance, 

By utilizing a combination of these metrics, you can capture a broader range of feedback, enabling you to identify patterns and trends across different touchpoints and obtain a more holistic view of customer sentiment.

Now comes the question – when to use tNPS surveys? 

When to use tNPS Surveys? 

Sending tNPS surveys at the right touchpoint can give you valuable customer insights about your brands’ products and services. 

Keeping its importance in mind, let’s find out at what touchpoints you can send tNPS surveys to drive customer feedback efficiently. 

1. Onboarding Process 

An 11-point scale tNPS survey question used after onboarding

During the onboarding phase, businesses can leverage tNPS surveys to gather real-time insights and assess customers’ satisfaction levels immediately after they begin using the product or service.

By including targeted tNPS questions, businesses aim to understand how likely customers are to recommend the product or service based on their onboarding experience.

Why use tNPS surveys during onboarding?

The collected tNPS data during onboarding helps businesses identify potential issues or bottlenecks that customers may encounter during the initial stages of their journey. This feedback enables businesses to address concerns promptly, improve the onboarding process, and enhance overall customer satisfaction and loyalty from the outset.

Following are the questions that you can ask in tNPS surveys after the onboarding process: 

  1. On a scale of 0-10, how likely are you to recommend our insurance company to others based on your onboarding experience?
  2. Did our support team give you clarity and ease of understanding of the policy terms and conditions?
  3. How smooth was your onboarding process with us? Please rate your experience on an 11-point scale. 
  4. Did you find the user interface of our platform easy? Rate your experience on an 11-point scale. 

2. Post-Purchase Process

An 11-point scale tNPS survey question asked post-purchase

Using tNPS surveys after purchasing helps you to collect customer feedback and assess their satisfaction and loyalty immediately after purchase. 

After a customer completes a purchase, businesses can leverage tNPS surveys to gather valuable insights about their experience and the likelihood of recommending the product or service to others.

Why should you take the tNPS survey post-purchasing?

By using tNPS after purchasing, businesses can 

  • Understand the immediate impact of the transaction on customer satisfaction and loyalty. 
  • Identify areas of strength and areas that may require improvement in the overall customer experience
  • Take action, address any issues or concerns promptly, and enhance customer satisfaction, leading to increased loyalty and potential recommendations.

So, include these types of tNPS questions in your survey:

  1. On a scale of 0-10, how satisfied are you with the insurance policy you purchased?
  2. How satisfied are you with the coverage and benefits provided by your insurance policy? Rate your satisfaction on an 11-point scale.
  3. Overall, how satisfied are you with your experience as a policyholder with our insurance company? Rate your experience on an 11-point scale.
  4. How well did our customer service team address any inquiries or concerns you had post-purchase? Rate your satisfaction on an 11-point scale.

3. New Product Launch or Update Process 

An 11-point scale tNPS survey question asked after a product launch or updation

Using tNPS surveys after a new product launch or update process helps you to gather customer feedback and assess their satisfaction and loyalty specifically related to the launch or update of a product. 

After introducing a new product or rolling out significant updates, businesses can leverage tNPS surveys to capture customer sentiment and gauge their likelihood of recommending the product based on the changes. 

Here are the questions that you must ask in your tNPS survey at this touchpoint:

  1. On a scale of 0-10, how well did our team provide you with the required information about the new insurance launch?
  2. On a scale of 0-10, how likely are you to recommend and introduce the new insurance or updated policy to your friends and family?
  3. On a scale of 0-10, how satisfied were you with the information provided to you during the new insurance launch?
  4. On an 11-point scale, how well did the new product launch or update process meet your expectations in terms of features, usability, or enhancements?

Why should you take the tNPS survey after New Product Launch or Update Process?

By using tNPS after a new product launch or update process, businesses can 

  • Assess customer reactions, identify potential issues, and gather feedback to guide further improvements. 
  • Enhance the product’s performance, address any concerns, and ultimately increase customer satisfaction and loyalty. 
  • Track customer sentiment over time, measure the success of the changes implemented, and make data-informed decisions to continuously improve the product and customer experience. 

4. After Customer Service Interaction

An 11-point scale tNPS survey question asked after customer service interaction 

Sending tNPS surveys post Customer Service helps you to gather customer feedback and assess their satisfaction and loyalty after a customer service interaction. 

After a customer has interacted with your customer service team or received support, businesses can leverage tNPS surveys to measure their satisfaction with the service provided. 

After the customer service team has resolved your customer’s issues, send them tNPS asking the following questions: 

  1. Was our customer service team able to resolve your issue? Please rate your experience on an 11-point scale. 
  2. How satisfied were you with the overall resolution of your issue or concern during this call, on 0-10 scale?
  3. Did our representative address your concerns or questions adequately during this call? Rate your experience on a 0-10 scale. 
  4. On a scale of 0-10, how likely are you to recommend our insurance company to a friend or family member based on your recent customer service experience?

Why should you send a tNPS survey after customer service interaction?

By utilizing tNPS post-Customer Service, businesses can 

  • Identify areas of strength and areas for improvement in their customer service operations. 
  • Recognize exceptional service experiences and address any issues or concerns promptly, ultimately enhancing customer satisfaction and loyalty
  • Track customer satisfaction trends over time, evaluate the effectiveness of their customer service initiatives and make data-driven decisions to continuously improve the quality of their customer support.

5. In-Store Experience

An 11-point scale tNPS survey question for gauging in-store experience

tNPS surveys for in-store help you to gather customer feedback and assess their satisfaction and likelihood of recommending the business while they are physically present in a physical retail store or location. 

When customers visit a store, businesses can leverage tNPS surveys to capture their immediate feedback and measure their satisfaction with the in-store experience. These surveys are typically conducted on-site, allowing businesses to collect real-time data and understand the impact of their in-store operations on customer loyalty.

Consider asking these tNPS survey questions to your customers:

  1. On a scale of 0-10, how likely are you to consider purchasing products from our store in the future?
  2. How would you rate the overall in-store experience you had during your visit to our store on an 11-point scale?
  3. Were our team members friendly and helpful during your visit to our store? Rate your experience on an 11-point scale. 
  4. Overall, how was your in-store experience on a scale of 0-10? 

Why should you send a tNPS survey to gauge in-store experience?

By using tNPS surveys in-store, businesses can 

  • Identify areas of strength and areas for improvement in their physical retail environment
  • Enhance the overall customer experience, optimize store operations, and drive customer satisfaction and loyalty. 
  • Monitor customer satisfaction levels over time, track the impact of changes or initiatives, and make informed decisions to continually improve the in-store experience for their customers.

6. Follow Up

A follow-up tNPS survey question to understand the reason behind the NPS score

Asking follow-up questions after the above-given questions will help you to know the reason behind their given score. Getting to know the WHY behind the score will update you about the latest trends and evolving customers’ expectations. 

Also, it allows you to listen to your customers in-depth. So, you can inculcate the data in your product map to stay ahead of the competition.   

With these specific touchpoint-based questions, you can ensure delivering a positive experience throughout their customer journey.  

20 tNPS Survey Questions with Examples

Here are the 20 tNPS questions that you can ask in your survey:  

  1. Did our team provide you with enough information about the claims process?
  2. Did our support team give you clarity and ease of understanding of the policy terms and conditions?
  3. How smooth was your onboarding process with us?
  4. Did you find the user interface of our platform easy?
  5. On a scale of 0-10, how satisfied are you with the insurance policy you purchased?
  6. Was it easy for you to claim your insurance? 
  7. How likely are you to renew your insurance policy with us?
  8. How was your post-purchase experience?
  9. Did our team provide you required information about the new insurance launch?
  10. How likely are you to recommend and introduce the new insurance or updated policy to your friends and family based on the new insurance?
  11. Did you find the updated policy suitable for your needs?
  12. Is there anything that you would like to suggest to improve about the new insurance launch or updated policy?
  13. Was our customer service team able to resolve your issue?
  14. How satisfied were you with the overall resolution of your issue or concern during this call?
  15. Did our representative address your concerns or questions adequately during this call?
  16. On a scale of 0-10, how likely are you to recommend our insurance company to a friend or family member, based on your experience with this call?
  17. On a scale of 0-10, how likely are you to consider purchasing products from our store in the future?
  18. How would you rate the overall in-store experience you had during your visit to our store?
  19. Were our team members friendly and helpful during your visit to our store?
  20. Is there anything that we can improve upon to enhance the in-store experience for our customers in the future?

Explore SurveySensum to create a FREE NPS Survey

 

Now that you know what tNPS survey questions you should ask, it’s time to calculate your received tNPS scores. 

How to Calculate tNPS?

The formula to calculate tNPS is the same as NPS.

To calculate the tNPS, use this formula:

Promoters% – Detractors%

The formula to measure tNPS survey score

For example, you conducted a survey and gathered 200 responses in total. Out of 200 responses, let’s say, 

  • Promoters are 120 (60%)
  • Passives are 50 (25%)
  • Detractors are 30 (15%)

So, your tNPS score will be 

  • 60% -15% = 45% 

By calculating tNPS, you will get to know how your products and services are performing and how many loyal customers you have. 

You can also try to calculate your NPS here with the NPS calculator

By now, you must have calculated your NPS Score. But is it good or bad? How can you judge?

What is a Good tNPS Score?

Understanding what constitutes a good NPS score or tNPS score in your industry requires conducting research, as tNPS scores can vary across industries and geographical locations. However, here are some general guidelines to consider:

  1. 0 and Below: This range indicates that customers are generally dissatisfied, signaling significant issues within your business that need immediate attention and improvement.
  2. 0 to 30: Falling within this range is considered good, but there is still room for improvement. It suggests that customers are somewhat satisfied but may have areas of concern that require addressing.
  3. 30 and Above: A tNPS score above 30 is considered excellent. It signifies that you have loyal customers who not only feel satisfied but are also actively recommending your brand to others, indicating a high level of customer loyalty and advocacy.

It’s important to note that these are general benchmarks, and the specific target tNPS score may vary depending on your industry, customer expectations, and other factors. 

To determine a good tNPS score for your business, it is recommended to conduct industry-specific research and consider any unique specifications that apply to your organization.

Additionally, there are three key factors that can influence your transactional Net Promoter Score.

3 Factors Influencing tNPS Score

Various factors can influence your transactional Net Promoter Score depending on the type of product or service you’re giving. 

Let’s dive into 3 factors influencing tNPS:

  1. Customer Experience: The quality of the customer experience, including factors such as product/service performance, ease of use, and overall satisfaction, can impact your tNPS score.
  2. Customer Expectations: Understanding and meeting or exceeding customer expectations play a vital role in determining their level of satisfaction and likelihood to recommend your brand.
  3. Competitive Landscape: Your tNPS score can also be influenced by the performance of your competitors. Benchmarking against industry standards and keeping an eye on your competitors’ tNPS scores can provide valuable insights and help you set realistic goals for improvement.

By considering these factors and continuously monitoring and analyzing your tNPS data, you can gain a deeper understanding of your customer’s perceptions and work towards improving customer satisfaction, loyalty, and brand advocacy.

This was about factors affecting tNPS, but do you know how to create tNPS surveys and what questions to ask?

Create your tNPS survey in just 5 steps

You can create a tNPS survey with any online survey-building tool

Here we are using SurveySensum, an omnichannel survey tool. 

Follow these 5 steps to create your tNPS surveys in no time. 

STEP 1: Visit SurveySensum and Sign Up for FREE.

login page in SurveySensum survey tool

STEP 2: Click on Create Survey and choose the in-built template of NPS. 

Different survey templates available on SurveySensum survey tool

STEP 3: Customize the question and do the branding as per your business requirements and click on Share Survey. 

Creating a tNPS survey on SurveySensum survey tool

STEP 4: Send the survey on the right platform to boost the survey response rate. You can also send surveys on WhatsApp

Send a tNPS survey on WhatsApp via SurveySensum survey tool

STEP 5: Once you begin gathering the customer feedback, analyze the responses with Text Analysis and view it on the powerful, customizable dashboard. 

An Omnichannel Powerful Dashboard by SurveySensum

With these 5 steps, you can easily launch your tNPS survey and ask any of the 20 tNPS survey questions given above. But are you using the gathered data appropriately? 

If not, learn here how to use tNPS gathered data. 

Create FREE NPS Surveys With SurveySensum

 

How to Analyze tNPS Data? 

After launching the tNPS survey, you will get both quantitative and qualitative data that will help you to understand your customers.  

To efficiently use the tNPS data, deep dive into the open-ended feedback and use a strong text analytics tool that can analyze the text and sentiment of the customer. 

Here we are using the Text Analysis that SurveySensum offers to analyze customer feedback in depth. 

Text and Sentiment analysis

Text analysis is an AI tool that needs to be trained first. So, follow these steps to analyze open-ended feedback efficiently:

  1. Create tags and add relatable keywords for the first 15 customer feedback. 
  2. After training the machine, it will automatically start tagging – saving you multiple manual working hours. 
  3. Go to Tag Analysis to view the report, and there you will find the highest-popping customer sentiment

After doing this, you can check whether the same issues are occurring on other platforms or not. Thereby, you will be getting to know what your customers are experiencing and expecting, what needs to be done, improved, and so on. 

Takeaway:

When it comes to measuring customer satisfaction, it’s important to use the right tool for the right purpose. 

While tNPS (transactional Net Promoter Score) surveys have their merits, it is recommended to use CSAT (Customer Satisfaction Surveys) instead for certain scenarios.

Using transactional NPS surveys after every single transaction can yield inaccurate results. Loyalty takes time to build, and measuring it too frequently may not provide an accurate reflection of true customer loyalty. 

Instead, Relationship NPS surveys are best suited for measuring overall loyalty and should be conducted once a quarter or twice a year. This allows for a more comprehensive assessment of customer loyalty over time.

On the other hand, if your goal is to measure the satisfaction of each individual transaction, CSAT surveys are the way to go! CSAT surveys capture specific feedback about customers’ satisfaction levels after each transaction, providing valuable insights into the customer experience at a granular level. This enables you to identify areas of improvement and make targeted changes to enhance customer satisfaction.

By using CSAT surveys for transactional satisfaction measurement and Relationship NPS surveys for overall loyalty assessment, you can gain a holistic understanding of customer satisfaction and loyalty. This approach ensures that you gather accurate and meaningful data to drive improvements in the right areas.

At SurveySensum, we provide the tools and capabilities to deploy both CSAT and Relationship NPS surveys. We empower you to measure customer satisfaction effectively and make data-driven decisions to enhance the overall customer experience.

 

Manisha Khandelwal

Senior Content Marketer at SurveySensum

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