To begin creating a new NPS Campaign, select "Drafts" under NPS Campaigns from the main menu. This will take you to a list of all of your inactive NPS Campaigns. Then click "New Campaign".

Campaign Settings

This is where you configure the basic settings for your NPS Campaign.

• On/Off - This controls if your NPS Survey is running (i.e. actively processing contacts) or Off/Paused (i.e. not processing contacts). We recommend leaving your plays OFF until they are completely ready. Switching the play to ON should be the last action you take to activate a campaign. Additionally, at any point you can turn an active NPS campaign to OFF, causing all contacts to pause where they are in the flow. No additional contacts will be added to the campaign and contacts within the NPS campaign will not progress through any more steps.

• Name - The name of your NPS Campaign will distinguish it on the NPS Active page. It is also the name that will show in the drop-down when selecting a campaign to run manually for a contact . Make sure your plan names are clear but concise, so they are easy to recognize.

• Description - The description of your NPS Campaign allows you to elaborate on the purpose of the Survey.

• Type of Campaign
  • Periodic - This is a way to set up a recurring survey that sends to your customers on a regular basis.
    • Recurring - This indicates how often people who are in this campaign will be resurveyed. For example, you might set this at Every 6 Months so the same contact is only surveyed again 6 months after they have taken the initial survey
    • Drip Rate - Surveys can either be sent all at once to everyone in a segment, or they can be dripped. For example, you can Drip over 3 Months, meaning that every day a small percentage of people in the selected segments are surveyed.
  • On Segment Entry - This means that a contact will be surveyed when they enter a contact or account segment. There is no drip rate option for this one, so all contacts will be surveyed immediately upon entry.
• Segments - Next you need to choose which contacts will be associated to your campaign. This is done through Segments. Choose which Segments you want associated to this specific campaign
• Day To Send - The Day type is the day with which the NPS surveys can go out. Either Business (Monday - Friday) or Calendar (any day).
• Time to Send - The time you want to send the survey to the contact.
• Timezone - The timezone in relation to your "Time To Send".
• Unsubscribe Link in Emails - If you want surveys sent via email to include an unsubscribe message +  link, this setting should be ON. It is a Campaign-level setting, meaning all email surveys from that Campaign (initial + reminders) will or will not include the unsubscribe message + link based on this setting. 
  • If ON, ChurnZero will automatically include the same unsubscribe message + link that is used in emails that are marked as Type = Marketing in Playbooks. 
    • You can customize some elements of this message and link under Admin > Email Settings. 
    • 
  • If a contact unsubscribes from an NPS email, their "Marketing Email Status" will be updated to "Unsubscribed". This same attribute is updated by unsubscribes from Marketing emails. In other words, when a contact unsubscribes from an NPS email or a Marketing email, they will no longer receive NPS surveys via email nor Marketing emails. 
  • IMPORTANT: The ability to unsubscribe is specific to email; contacts cannot unsubscribe from in-app content or surveys. If your NPS Campaign includes surveys via email and in-app, unsubscribing will only remove them from email surveys. They WILL still receive in-app surveys. 
    • If you also don't want contacts to receive in-app surveys if they unsubscribe, you'll need to include Marketing Email Status = Subscribed as a filter in the Segment(s) controlling your NPS Campaign. 

You will have two options for how to distribute your survey, In-App Announcement or Email.

In-App Announcement

This option allows you to Survey your clients right within your own application! The Position determines how the Survey will display (pop up, slider, or Panel Only). Then determine who it looks like the survey is coming from. This can be a selected ChurnZero Account User, or personalize it to come from an Account Role (i.e The Account's Customer Success Manager or Owner). Lastly, set how much time should pass before an unanswered survey expires.

Email

This option allows you to send out the Survey via an email. Select if you want use a branded template for the email, the email subject line, as well as who you want the email to come from.

Add Reminders

Determine if you want to include any Reminders. A reminder is meant to go out some time after the initial survey as a means to increase the likelihood that the survey will be responded too. Reminders can be both In-App Announcements and Email.

NEXT: Designing Your NPS Survey