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How to Utilize Steer NPS Surveys: {npsSurvey.url}

Steer's Net Promoter Score (NPS) Survey helps you measure customer loyalty, identify trends, and uncover opportunities to create better customer experiences that keep drivers coming back.

💡Did you know Steer offers survey types other than NPS Surveys? Check out our articles on Steer's Review Request Surveys and General Feedback Surveys.


Jump to:

How to create your NPS Survey

How to send your NPS Survey

NPS Survey Reporting & Notifications

How to create your NPS Survey

In Steer,

  1. Navigate to Settings > Widgets > Surveys.

  2. Select NPS Survey {npsSurvey.url} from the options.
  3. Customize your NPS Survey:

-> Customize the colors of your survey widget.

-> Customize the NPS survey questions.

-> Customize the NPS scale options (0-10).

-> Add Additional Questions.

-> Choose to include your NPS question in your Survey w/ Review Buttons - NPS will appear below the review options. 

How to Send Steer Surveys

You can send your NPS Survey to your customers two ways:

Option 1: Send through an automated campaign (text/email).

Option 2: Send through direct messaging (text/email).

Option 1: Send through a campaign

Easily collect NPS responses by including the {npsSurvey.url} in an automated text, or email, campaign.

💡Send your NPS survey on a routine basis, post visit to consistently collect customer feedback.

In Steer, 

  1. Navigate to Campaigns > Active > Follow-Up.

  2. Create a New Campaign or Add your NPS Survey to an Existing Campaign.

     

To include the NPS Survey in your campaign:

->Text: Paste the {npsSurvey.url} token into the body of your text message.

->Email: Create a Button and paste the {npsSurvey.url} as the button destination.

Example Text Language:  Hey there, it’s {locationName.txt}! Got a quick minute to tell us how your last visit went? Your feedback is important and helps us to serve you better. Please fill out the short survey here: {npsSurvey.url} {textOptOut.txt}

 

Option 2: Send through a Direct Email or Text Message using Canned Messages

Easily collect NPS responses by including the {npsSurvey.url} in an direct text, or email, thread with a customer.

💡Save your NPS survey as a Canned Message to send without the hassle of repetitive typing.

In Steer,

  1. Navigate to Platform > Messages > Text Messages.

  2. Click into any text thread with a customer. 

  3. Click Edit Canned Messages.

  4. Click New Canned Message.

    1. Add a Name - NPS Survey Request

    2. Add your Message - include the {npsSurvey.url} token into the body of your message.

Example Text Language:  Hey there, it’s {locationName.txt}! Got a quick minute to tell us how your last visit went? Your feedback is important and helps us to serve you better. Please fill out the short survey here: {npsSurvey.url} {textOptOut.txt}

 

NPS Survey Reporting & Notifications

➡️ NPS Survey Reporting

➡️ NPS Survey Submission Notifications

NPS Survey Reporting

View your current NPS in Steer and monitor how customer satisfaction changes over time with downloadable reports. Spot trends, measure the impact of operational changes, and understand whether your customer experience is improving month after month.

In Steer,

Navigate to Reputation > Surveys.

Here, you will find a dashboard that provides the following information:

-> NPS Score

-> Total Responses (all time and by month)

-> Customer Submitted Survey Responses

You can:

-> Filter to view specific results.

-> Download Survey Results

-> Reply to Customer Submissions

-> Delete Survey Responses

NPS Survey Submission Notifications

View your current NPS in Steer and monitor how customer satisfaction changes over time with downloadable reports. Spot trends, measure the impact of operational changes, and understand whether your customer experience is improving month after month.

In Steer, 

  1. Navigate to My Account > Notifications.

  2. Locate New NPS Survey Response and toggle notifications ON.

You can receive email notifications when a customer submits a new NPS Survey response - the email will contain the answers they've provided

Please reach out to Customer Support if you have any questions.

  • Email 
  • or chat with our team via the Steer platform.