NPS is an abbreviation for Net Promoter Score; a widely used customer service experience measure that asks how likely a customer is to recommend your business, product, or service to someone else. vWork and Ask Nicely enable you to survey your customers after every job. This simple method of surveying takes seconds for customers to complete and can be really useful in helping you improve your customer experience.
Note: Ask Nicely is a paid service. You can find out more about Ask Nicely here.
In this article
This article explains how to set up your own NPS survey using Ask Nicely and the vWork alerts feature. Topics include:
- How does Ask Nicely send an NPS survey to your customer?
- What do I need to set up my NPS survey?
- Set up your Ask Nicely Account for NPS surveys
- Set up an NPS survey Job Completed email alert in vWork
Return to this topic list at any time by clicking this icon:
How does Ask Nicely send an NPS survey to your customer?
vWork and Ask Nicely work together using the Email to Survey app from the Ask Nicely App Store. Email to Survey uses an email triggered by vWork’s alert feature to send contact data to Ask Nicely when a job is completed. Ask Nicely then automatically sends a customized NPS survey to your customer.
What do I need to set up my NPS survey?
To make this happen there are two requirements:
- Your own Ask Nicely account set up to send the Ask Nicely survey to your customers.
- A Job Completed alert in vWork with the Ask Nicely Email to Survey email address.
We explain how to set up these requirements below starting with the Ask Nicely requirements.
Set up your Ask Nicely Account for NPS surveys
There are 3 tasks for you to complete to get Ask Nicely up and running for NPS surveys:
- Sign up for an Ask Nicely Account
- Set up your survey
- Configure and save a copy of the Email to Survey email address to use in your vWork alert.
1. Sign up for an Ask Nicely Account
You can sign up for an Ask Nicely Account through their website: Ask Nicely Book a Demo.
2. Set up your survey
This article in Ask Nicely support provides a great overview of the process involved in setting up your survey. It includes a video and links to other articles with more detailed information:
Build Your Survey - Video overview.
3. Configure and save the Email to Survey email address
Ask Nicely has a very specific email address that must be saved in the vWork Job Completed alert to generate the NPS survey. You configure this in your Ask Nicely account.
This Ask Nicely support article, Email to Survey, has key information for setting up Email to Survey. The following information comes from this article.
To configure the Ask Nicely Email to Survey email address:
- Log in to your Ask Nicely account.
- Click the Ask Nicely App Store icon.
- Click Integrate.
- Scroll and click to select Email to Survey.
- Click Configure.
- Click Activate Email to Survey to create the email address.
- Click Copy to Clipboard to copy the address to your clipboard.
You will paste this in the Custom Email Address field when you set up the Job Completed alert in vWork.
💡Tip: You may also want to write the email address down in case you lose it from your clipboard.
Set up an NPS survey Job Completed email alert in vWork
Create the Job Completed alert
- Go to Alerts > Setup in vWork.
- Click Add Alert to create a new alert to trigger the NPS survey.
- Name your alert and select the alert filters as you would normally.
- Select the Job Completed alert type and decide how many minutes after the job is completed you want the alert to be triggered. In this example, we have decided to wait until 2 hours after the job is completed so we have selected 120 minutes.
Set up the email notification address and email body
Ask Nicely needs the alert email address and body formatted in a very specific way so that it can understand the data that is sent in the email. The instructions that follow make sure you save the correct email address in the email notification section and include the correct details in the body of the alert email.
- In the section Who Should We Notify by Email? click in the Custom Email Address field and paste the Ask Nicely email address that you configured in Ask Nicely and saved to the clipboard. When you paste the email address it will also add a checkmark to the Custom Email Address checkbox.
- Leave the Sender unchanged and Subject unchanged.
- In the section Customize the Alert Message, scroll down to the area where you set up the body of the email. Delete the existing information and then add the following in its place - see the screenshot for an example of what this will look like:
- Name:{{Customer name}}
- Email: {{Customer Site Email}}
- Segment: (Whatever segment name this is being sent to.)
Note: This segment is an optional Ask Nicely feature. If you aren’t using this then you can leave it out. There is more about Segments below.
No other setup is required in this alert to generate the Ask Nicely NPS survey. If you want to find out more about the email format you can read Ask Nicely’s article: Email to Survey.
Segments
You can also segment your NPS into groups or workers if you have the segment option enabled with Ask Nicely. When you set up the email body add a line for the Segment; eg, If your segment was called NSW/ACT you would add a line to the body of your email that looks like this:
Segment: NSW/ACT
This works with groups or regions. Make sure you set up a separate alert for each group and that you customize the Segment line in the body of the email to match the Ask Nicely segment name for that group; eg, NSW/ACT, Qld, NT, WA, SA, Vic, Tas.