Available on any paid plan
Online perception is everything for an e-commerce brand, and getting high ratings is somewhere between important and essential for creating that brand image! One way that KnoCommerce can help in this area is to encourage customers who give you a high NPS rating to leave a review in a visible place. We have done this on confirmation screen surveys and directed customers to Google Reviews and Trustpilot, but we can direct traffic anywhere you can send customers using a link. Check out how to do it below!
Choose your Audience
You can add the NPS/Review Action to any survey that you want, but we HIGHLY recommend a Returning Customer audience of some kind. A customer who came back to your store to make a purchase has used your product already (which makes them an expert) and is likely to have enjoyed your products since they're on round two.
If you don't already have a Returning Customer Audience, go to our Audience page -> 'Create New Audience' -> and select Returning Customer Template from the Templates dropdown.
Your settings will look like this, and all you have to do is click Save!
Building the Feature
There are a few different ways to get this feature out in the open to benefit your brand:
Add to an existing Returning Customer Survey
Create your first Returning Customer Survey that includes other questions
Create a Returning Customer NPS Survey that only has the NPS/Review Action feature that runs in conjunction with your existing Returning Customer Survey. See how our surveys display when multiple are live in this Survey Display Priority help doc.
Whichever option you choose, you'll add the features in the same way!
Add the NPS Question
In the survey editor under the Ask Questions menu, select the 'Search Question Library'.
Then choose the NPS question type.
Change the text to say 'How likely are you to recommend <insert your brand here> to a friend, family member, or coworker?'
Then for the NPS question select 'advanced settings' and change the start and end text as 'Highly Unlikely' and 'Highly Likely', or whatever verbiage makes the most sense to you.
The final NPS iteration should look something like this:
Add the Review Action
At the end of the survey (you want the call-to-action to be the last thing the customer engages with), follow the same 'Add Question' steps, but this time switch to the Actions tab and select the appropriate Review Action Template. You can choose from existing ones (Google Review, Trustpilot Review), but even if your review platform is different, you can use either of these templates to link out correctly.
The Action should look similar to this, but you can use the HTML editor to edit the copy to be displayed in the action.
There are a couple of settings that are important to set for these features on the Action to function correctly.
In the HTML editor window, select the Leave a Review text, then choose the Insert -> Link from the menu at the top
The Link Settings need to have the URL to link to your review site, the button text to display, and lastly changing the setting to open in a New Window.
Then for the Review Actions select the 'advanced settings' menu and change the Logic settings to make the Action dependent on the customers' answers to the NPS question. Make sure to select Logic, Prerequisite Question, the NPS question in the dropdown, Detailed Choice, and then the options you want to be prompted to leave you a review. Most brands choose 8, 9, and 10, but you're welcome to select whichever options you would like!
And that's it! Make sure to click Save in the bottom right, then Publish AND Add to Shopify Confirmation Screen if it's a brand new survey for you and you'll be good to go! If you have any additional questions, please reach out to firstname.lastname@example.org!