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How do you stop NPS survey fatigue?

RMillington

Our response rate has dropped from about 28% to under 12% over two quarters. Same customers, same trigger (45 days after onboarding, then quarterly). I think we're just asking too often.

For people who've fixed this: did you stretch the cadence, switch some touchpoints to CSAT instead, or cap the number of surveys a contact can get in a rolling window? Loop has a frequency setting but I'm not sure what a sensible cap actually is.

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Comments

RMillington

We capped it at one survey per contact per 90 days across all survey types, and the response rate recovered to the low 20s. The cap mattered more than the cadence. People weren't tired of NPS specifically, they were tired of being asked anything.

RMillington

Same here. We also cut the post-onboarding survey entirely and folded that one question into the 90-day survey. Fewer asks, better data, no real loss of signal.

nina_trin_286a9

Curious what cadence you landed on. We over-asked and time-to-resolution tanked.

nina_trin_286a9

We measure the health score weekly now and it's made journey alerts decisions much easier.

kiran_vance_a1247

We hit this too. Scoping dashboards to trial users first made it manageable.

ruth_pratt_6209d

+1. The HubSpot step is where ours kept breaking.