Make Your Customer Experience More Personal
Empower Your Business With Real, Actionable Insights
Make Your Customer Experience More Personal
Empower Your Business With Real, Actionable Insights
Create an intelligible customer experience survey and gain key insights into your brand perception using Thrive Local’s customer survey software, text campaigns and email marketing services.
Thrive Local offers a wide range of customer satisfaction survey services tailored to your branding and market needs. We leverage our reputation management software to automate your customer loyalty survey, drip email marketing and text campaigns.
Let us help you collect customer feedback and evaluate your success at providing customer support and producing content marketing materials.
Get in touch with our customer survey company to learn more about our customer satisfaction survey services.
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What Is a Customer Experience Survey?
Data-Driven Decisions. Customer-Centric Results.
A customer experience survey is a questionnaire designed to help you understand your clients’ attitude and behavior toward your brand, products or services and customer support. A customer satisfaction survey questionnaire helps you stay relevant and foster better relationships with your target market.
Customer satisfaction survey questions are meticulously crafted to obtain critical information about your clients’ interests. Many market players, from Fortune 500 companies to local businesses, invest in a customer experience campaign to develop better marketing tactics, retain consumers and get new clients.
Connect with your clients in a multitude of ways using Thrive Local’s customer satisfaction survey software and ensure consumer happiness and loyalty.
Launch Your Customer Loyalty Survey Today
Measure Your Brand Effectiveness and Improve Client Engagement
With numerous industries competing in the market, you can lose even your most loyal customers in the blink of an eye. Studies show that companies can experience a 45% decrease in customer value if clients are not satisfied with the level of attention and support they get.
An excellent way to boost your client retention rate and win more customers is to deploy a customer satisfaction survey and ensure any issue related to your client experience is immediately addressed.
Several companies, however, fail to launch customer loyalty surveys and drip marketing campaigns due to a lack of resources and expertise in the matter. Partner with our online survey company and differentiate your brand from the competition.
Our customer experience survey company determines the most appropriate online survey tools and methods that fit your needs and purpose. Let’s dive into the different types of customer satisfaction survey questionnaires you can send out to obtain market insights:
Net Promoter Score (NPS) Survey
A net promoter score survey is one of the most popular and widely adopted forms of feedback survey. NPS survey questions measure your clients’ loyalty toward your brand and determine their willingness to promote your company to their networks. Businesses worldwide use this customer satisfaction survey to identify who among their clients are promoters, detractors and passives.
Customer Effort Score (CES) Survey
A CES survey determines how much effort it took your customers to interact with your brand or complete an action. This type of feedback survey is a great way to uncover problems with your clients’ online journey and test the effectiveness of your customer service. By following up directly after an interaction, you identify any negative experiences and provide instant solutions.
Customer Satisfaction Score (CSAT) Survey
A CSAT survey measures your clients’ contentment with a specific situation, such as product usability or post-purchase experience. This customer satisfaction survey questionnaire is used by companies looking to understand consumer sentiment throughout a product life cycle, providing a clear idea of how customer satisfaction relates to revenue.
Custom Survey
Custom survey removes client confusion by adding brand elements, such as a logo, into your customer satisfaction survey form. It comprises customer experience survey questions that uncover why a customer experience exceeded, met or fell short of expectations. This type of feedback survey increases your response rate, boosts your brand awareness and strengthens your authority in front of your audience.
Visual Rating Survey
Visual rating survey is a type of customer satisfaction survey that allows customers to provide feedback through star ratings, smileys or thumbs up/down. It offers a seamless way to gauge customer experience and capture the effectiveness of your brand offerings. Visual ratings are typically seen on websites, restaurant surveys, eCommerce platforms and drip email marketing landing pages that cater to multilingual customers.
An SMS survey leverages mobile phone features to collect data from respondents and survey on the spot. It allows you to direct clients to your landing page and have them answer a series of customer experience survey questions using only their smartphone. With more people inclined to take action over their handy mobile devices, an SMS survey presents a lucrative opportunity to increase your response rate.
Not sure which customer experience survey best suits your intent? Let our customer satisfaction survey company manage your survey and drip marketing campaign and help you get to know your clients more.
What Is Net Promoter Score?
Gauge Your Customer Management Success and Optimize Your Plans
Net promoter score is a metric used to evaluate your customers’ overall satisfaction with your brand offerings and customer service and determine their loyalty to your business. Net promoter score companies utilize the NPS score to predict business growth by assessing customers’ willingness to recommend your products and services to others.
Additionally, net promoter score survey results are used to determine the lowest cost of retaining your existing clients and the best way to acquire new ones.
Need help in improving your NPS survey results? Let our NPS company explain everything you need to know about NPS survey questions and NPS score calculation.
Understanding the NPS Score Scale
A net promoter score survey measures customer perception based on one question:
“How likely are you to recommend [company X or service Y] to a friend or colleague?”
Respondents provide a rating between 0 (not likely to recommend) and 10 (extremely likely). Depending on their response to your net promoter score survey questions, clients fall into one of three categories:
- Promoters are NPS survey respondents who give a score of 9 or 10. They are deemed highly likely to support your brand by purchasing more products or services or referring more people.
- Passives respond to net promoter score survey questions with a score of 7 or 8. They have the potential to switch to your competitors if the conditions are right.
- Detractors respond to NPS survey questions with a score between 0 and 6. They are unsatisfied customers who are unlikely to transact with your company again and may even provide negative reviews about your brand. If you have a significantly high number of detractors, you might need an online reputation repair solution to fix your bad reputation and successfully re-engage customers.
Do you know how many detractors, passives and promoters you have? Our NPS company leverages NPS survey tools to help you deploy net promoter score survey questions and analyze survey results.
How To Calculate Your NPS Score
You can use the NPS survey to understand the performance of your overall organization, from your individual products and web pages to your customer service support and employee satisfaction.
To calculate your NPS score, follow this formula:
(Total Number of Promoters — Total Number of Detractors) ÷ (Total Number of Respondents) x 100
A net promoter score between 0 and 30 is good but it means there is still room for progress. An NPS score above 30 indicates that your company is doing great in terms of maintaining customer relationships. Lastly, a score above 70 means your company is generating positive reviews. The higher your NPS, the more likely it will be for your positive word-of-mouth referrals to drum up new business for your company.
Net promoter score service companies advise that you do your best to avoid an NPS score of -100 to 0. A net promoter score within this range indicates that you need to level up your online reputation management (ORM) to improve your customer experience, keep current clients and attract new ones.
Do NPS survey tools reveal that you have a low net promoter score? Enlist our net promoter score service and let us help you increase your NPS.
How Our NPS Company Boosts Your Client Relations
Track Your Brand Performance and Fill Marketing Gaps
Research shows that approximately 66% of consumers spend more on brands that they trust. It’s no wonder, then, that many companies factor brand loyalty into their business models. How do you determine your customers’ level of brand support?
Start measuring your NPS score, listen to your consumers’ feedback and develop data-driven customer experience campaigns that produce long-term success with help from our customer survey company.
Thrive Local is one of the leading net promoter score service companies offering a comprehensive customer satisfaction survey service. From review monitoring to all types of online survey services, such as restaurant survey and drip marketing automation, we’ve got you covered.
Here’s what you can expect from our net promoter score service:
Active Client Communication
As one of the most trusted net promoter score companies in the country, we pay attention to your company’s urgent needs and concerns. Our customer experience campaign consultants are available via email and chat to address your questions and provide updates on your NPS survey results. Schedule a consultation with us and let’s begin your net promoter score service.
Extensive NPS Survey Report
We utilize our online survey software to deploy your customer satisfaction survey questions and gather survey results. Once we’ve collected the data, our online survey company presents it to your team to take further measures. The consolidated survey results allow you to calculate your NPS and make necessary actions to rectify any negative situation immediately.
Results-Driven Recommendations
Some net promoter score service companies stop after calculating the clients’ net promoter score without offering smart insights or taking action. At Thrive Local, we leverage NPS survey tools to analyze the NPS results and provide recommendations on how to approach each NPS group with an appropriate follow-up plan.
Customer Survey Software
Our online survey company takes pride in having advanced customer satisfaction survey software that enables drip marketing automation. This online survey software is designed to streamline the deployment of your net promoter score survey questions and data collection.
Thrive Local’s NPS Dashboard
Deep Dive Into Your Data With a Unified View
Thrive Local’s NPS dashboard pulls all the data from your survey to help you analyze trends and identify key drivers of your customer satisfaction. This tool also allows you to discover areas of improvement and take data-driven action to reduce customer churn.
Our NPS dashboard offers the following features with front-end and back-end support:
- Sentiment analysis and keyword analysis of survey results
- Automatic NPS calculations and rankings
- Color coding and custom filters to fit every type of franchise or multi-location business
- Multi-language and multi-location support
- Word clouds
- Expert consultations to discuss and analyze the trends
- Rankings by location
- Tables and graphs to easily see which locations are doing well and which are struggling
We do integrations with our system and your CRM or database. Contact us to learn more about our NPS dashboard.
What Is Drip Marketing?
Run Relevant Campaigns and Boost Revenue
Drip marketing campaigns are an automated set of email or text campaigns deployed at specific times and dates or based on user actions. The primary goal of drip marketing is to attract the right audience by sending highly relevant and targeted messages that convince prospective clients to take action. By design, this marketing strategy strikes the perfect balance between building your customer base and keeping your clients engaged.
Drip marketing is one of the most cost-effective methods to reach out to your prospects and keep your customers in the loop of any business updates and company announcements, such as a new product launch and annual loyalty rewards program campaigns. You can also launch drip email marketing and SMS campaigns to send out customer satisfaction survey questions or greet clients during special occasions, such as birthdays or anniversaries.
Is Drip Marketing a Major Contributor to Business Success?
Yes. Text marketing and email drip campaigns serve as significant components of any digital marketing strategy. Drip marketing speeds up your conversion process by up to 23%. Furthermore, personalized email and SMS marketing campaigns can result in a 48% increase in repeat sales.
Effective text and email drip campaigns also help you achieve consistent business growth and automate demanding, time-consuming manual tasks. With the right text and email marketing campaign service, you can raise brand awareness, cultivate leads and, ultimately, gain higher conversions month-over-month.
Ready to close the gap in your marketing campaigns? Thrive Local provides drip marketing automation services to help you expedite your email marketing and SMS campaigns. Just give us your contact list and we will handle the rest.
Call our email and text marketing company now to find out how drip marketing automation can help you reduce churn rate and boost engagement.
Drip Marketing Automation Services
Get Back Your Lost Subscriptions and Deliver Higher Conversions
As a business owner, your top priority is to convert prospects into paying customers. Likewise, you need to establish robust relationships with your existing clients and followers to achieve sustainable profitability. This is where drip marketing automation comes in.
Thrive Local offers automated drip marketing campaigns to keep your business top-of-mind with prospects and customers interested in your brand offerings. Our flexible email and SMS marketing templates allow different designs, languages and messaging.
We offer drip marketing automation services that support not only review monitoring and review response publishing but also a vast array of non-review campaigns, including:
Our email marketing agency makes it easier for you to connect with your leads, nurture them and convert them into customers. Using our email drip campaign software, you can send unlimited review requests, customer experience surveys and other email and text marketing campaigns to your target audience. You can also leverage our email marketing campaign service to direct clients to your custom landing pages.
Our email marketing firm offers custom email marketing templates tailored to your branding to increase your brand association and response rate. Schedule a consultation with our email marketing experts to learn more about our email marketing services.
Reach out to your clients and prospects through SMS marketing and boost your customer engagement rate.
Our text marketing company offers automated SMS marketing services to help you engage your clients across their customer lifecycle. Whether you need an SMS campaign to promote an event, offer a coupon, announce new products or services, create appointment reminders or simply send updates and notifications, our SMS marketing agency has got you covered.
Enlist our automated text marketing service and deliver time-sensitive messages to hundreds of users.
Mobile App Campaigns
Position your mobile app install campaigns in front of paying users with Thrive Local’s email marketing campaign service. Our email marketing company follows mobile app campaigns best practices to help you reach high-converting customers who are more likely to download your apps.
We make your headlines descriptive, explain your app’s value and use strong calls-to-action (CTAs) to increase your conversion rate. Our email marketing services are designed to support your paid ad efforts for your mobile app install campaigns.
Loyalty Rewards Program Campaigns
Loyalty program marketing campaigns are proven to deliver a consistent, strong return on investment (ROI) over an extended period. Studies show more than half of consumers are willing to participate in loyalty rewards program campaigns with their preferred brands, given the opportunity.
Take advantage of our email and SMS marketing services and let us bring your loyalty program marketing campaign ideas to fruition. Our text and email marketing firm crafts your ideal customer profile and delivers personalized loyalty program marketing campaign emails to make the best possible impression on your clients.
Customer Experience Survey
Stay on top of your customer sentiments and online journey using our customer survey software. Our customer satisfaction survey company turns email and text surveys into a reliable source of insightful customer information.
We only ask customer experience survey questions that fulfill your end goal. More importantly, we leverage our online survey software to save you time in scheduling your email and text surveys, exporting the survey results and synchronizing the data. Reach out to our customer survey company and let’s get started with your online survey services.
Why Receiving Customer Feedback Is Valuable for Your Business
Glean Useful Insights and Develop Innovative Market Solutions
Customer experience is incredibly dynamic, and it can be tough to keep up. To win today’s hyper-connected consumers, you must understand their sentiments and earn their loyalty. Email and text marketing services allow you to do just that.
Customer satisfaction surveys are great tools for collecting client feedback, investigating customer inclinations and assessing the scope of your success. Companies that listen to their clients are able to:
Cut More Expenses
Email and text surveys are powerful platforms in determining the aspects of your business that need improvement. Using the right customer satisfaction survey software, you learn what products suit your customers well and which marketing approach is the least favorable. Customer feedback is a powerful guide in making smart, cost-efficient marketing decisions.
Generate Personal Recommendations
Positive customer reviews are the most effective advertising method. Studies show that eight out of 10 purchases are influenced by a recommendation. This means your business success depends heavily on your brand perception. Our SMS marketing company turns your customer feedback into positive reviews to strengthen your marketing.
Make Customers Feel Involved and Appreciated
Actively launching restaurant surveys, mobile app campaigns and customer experience surveys help build brand loyalty. Asking for customer feedback and responding to positive and negative opinions create a relationship that makes their conversion process more personal. More importantly, it validates your buyer persona and gives you an opportunity to cater to the most promising customer segments.
Close More Sales and Gain Repeat Customers
Customers are likely to pay late or not at all if they are unhappy with the quality of your products or services. Net promoter score companies can help you get actionable insights through real-time email and SMS marketing campaigns and prevent negative situations that could impede your growth. Likewise, unique customer opinions allow you to understand your clients’ desired approach to convince them to take action.
How Thrive Local Turns Positive Survey Responses Into Positive Reviews
Analyze Critical Customer Feedback and Accelerate Your Growth
Our email marketing company partners with businesses from across industries to automate their customer experience campaigns and text surveys. We utilize our email and SMS survey tools to get a temperature check of customers mid-job and post-purchase and ensure they are satisfied with your brand offerings and customer support.
To obtain your email and SMS survey results, our email marketing agency:
- Creates a fully integrated and automated system with your customer relationship management (CRM).
- Gathers your customer contact list and sends out emails and SMS marketing campaigns using our online survey tools.
- Directs your clients to custom landing pages that record their sentiments.
We then feed the results back to your CRM to make calculations and assumptions off our data. This way, you leverage positive customer experiences and use them as social proof on your website and social media platforms.
Our email and SMS marketing agency also offers white label reputation management and online survey services to help you manage multiple client accounts and campaigns.
Let us help you convert your customer feedback into positive reviews. Contact our customer experience survey company today to access our email and SMS survey tool and jumpstart your online survey services.
Why Choose Thrive Local for Managing Your Survey Campaign
Make a Massive Difference in Your Company Development
Thrive Local takes pride in being one of the most trustworthy online survey companies providing a diverse range of review requests and non-review campaigns. From review generation and mobile app install campaigns to customer experience surveys and email and text marketing, we are one of the few online survey companies that consistently aim to improve our services and grow our expertise.
Here’s what you can expect when you choose our email marketing agency:
Advanced Email and SMS Survey Tool
Thrive Local is one of the most recognized online survey companies with state-of-the-art customer survey software. We utilize our online survey tool for various email and text marketing services and reputation management campaigns. You can also leverage our customer satisfaction survey software for any type of long-form survey. This can be anything from a restaurant survey to a mobile app install campaign.
Uncapped Email and Text Marketing Outreach
Send as many email and text surveys to your target audience as you like without exceeding your budget. Our email marketing company offers unlimited email and text marketing. We can also run multiple campaigns at the same time in one account. This means we can launch your review generation campaign and do other types of email and SMS marketing services concurrently!
Survey and Reputation Management Experts
Our SMS marketing agency comprises a team of experienced reputation management specialists, SMS campaign consultants and email marketing experts. We continuously improve our knowledge and skills to develop better marketing solutions that add lifetime value to our clients. Partner with our email marketing firm and let us help you gain an in-depth understanding of your target market.
Multi-Step Campaigns
As your dedicated customer satisfaction survey company, we track and analyze all your client feedback to determine the best course of action. We do multi-step campaigns, where we send customers different messaging over time. We can ask for the NPS and then only send happy customers a review request. The negative respondents could get a different custom message to apologize and understand their sentiments.
Customer Tracking
Our SMS and email marketing agency provides a full history of how and when each customer interacted with your marketing campaign. Tracking customer responses allows us to determine how well your campaigns are going and which aspects of your brand offerings or customer support you need to focus on to improve your client retention rate. We also offer comprehensive client reports over multiple campaigns so you stay on top of your business progress.
Industry Expertise
From real estate companies and healthcare providers to assisted living facilities and auto repair shops, our SMS marketing company works with various industries to provide greater insights into the efficiency of their marketing efforts. We stay on top of market trends and industry developments to ensure we craft appropriate customer satisfaction survey questions and take the right approach. Get in touch with one of our email marketing experts to find out how we can assist you.
Need help crafting your NPS survey questions and launching customer experience surveys? Contact our customer experience survey company and let’s track your campaign responses in real-time.
