eNPS Surveys - How To Create, Send and Manage eNPS Surveys

Introduction

This guide helps Client Admins set up and manage eNPS surveys. It explains how to create, configure, and schedule a new eNPS survey in the Employee Surveys module of Reward Manager. You’ll also learn how to manage surveys after creating them, understand the different survey statuses, and review some limitations of eNPS surveys.

Create a New eNPS Survey

In Reward Manager, navigate to:

> Smart Products > Employee Surveys

> Select the New Survey button:

> Then choose Employee Net Promoter Score:

This will open new draft eNPS survey.

Questions Tab

The first page you will see is the Questions tab, showing the single eNPS question: "How likely are you to recommend <your company> as an employer to your friends?"

Note: For eNPS surveys the question is not editable.

> Next, edit the Settings by clicking on that tab:

Settings Tab

The Settings page will open:

Survey Basics

> Add a Survey Name:

Branding

This allows you to add your programme and company logo to the page when your employees are answering the survey. 

> Select which Branding to turn on (the options are; Brand Logo, Client Logo, Home Page Link):

Communication Channels

> Select your Communication Channels (the options are; Email, Banner on SmartHub or Email and Banner):

 > If you select Email or Email and Banner, you can add a custom Email Subject too.

User Audience

 > Use the Select Users field to choose which members to share the eNPS Survey with, from a dropdown list: 

Note: The options in the dropdown list are the available segments you have set up on your programme. If you wish to share with a different set of employees than what's available, you will need to create a new Segment by clicking the Create New Segment button.

After you select the Segment in the Select Users field, options for the Name Collection will appear:

> Select the option you want, which can be: 

• Anonymous - no identifying information will be collected
• Employees choose - employees choose whether or not to share their identity
• Automatically collect names - you'll be sent the details of each person, but they will be made aware this is happening

IMPORTANT - if you set a survey to Anonymous you will not be able to obtain employee details later!

> Next, edit Survey Scheduling by clicking on the Schedule tab:

Schedule Tab

The Schedule page will open:

Frequency

> Set the Frequency i.e. how often to run the eNPS Survey (the options are; One off, Every month, Every 3 months, Every 6 months, or Every 12 months):

Start and End Dates and Times

> Set the start date and time, and end date and time:

Reminders

For recurring surveys (i.e. those which are not one off) you can set reminders.

> Select either No reminder, Every day or Every week:

IMPORTANT - One-off eNPS surveys do not include the option to send reminders, as they are designed to be sent only once within a short time period.

Responses in your inbox

Use the Responses in your inbox option if you would like to be notified of responses by email:

> Select from the dropdown options; Daily, Weekly, or Monthly:

Once complete, you will be ready to Preview or Publish the survey.

Preview Your Survey

> Use the Preview option at the top of the page, to see how the survey will appear:

Publish (send) the eNPS Survey

When you are happy with your survey settings, use the Publish button to save it:

The survey Status will then appear as Scheduled:

Survey Statuses

• Draft - A survey that is still being created or edited but not scheduled or sent to employees yet.
• Active - A live survey that is currently being run and actively collecting responses.
• Disabled - If a survey is disabled, employees can no longer submit responses while it remains disabled. Any survey-related activity, such as reminders, will also stop during this time.
• Finished - Once a survey has finished - either because it reached its end date, or it was manually ended - it cannot be restarted. If you still need to gather feedback, you can create a new eNPS survey or add another campaign.
• Deleted - deleted surveys are removed from the listing. If you accidentally delete a finished survey, please contact your Client Success Manager or Support Team as they may be able to recover it for you.

Listing Page and Survey Management Post-creation

Any survey that has been set up will appear on the survey Listing Page:

The Listing Page shows:

• Survey name – including finished and active survey cycles.
• Status – draft, active, scheduled, finished.
• Survey type – eNPS, Engaged Index, etc.
• Responses (response rate) – the percentage (%) of responses received out of the number of people the survey was sent to.
• Created by - the person who created the survey.
• Created on - the date the survey was created.
• Actions (three-dot icon) – from the main survey listing, clicking on Actions will present options to View Details, Edit, Copy Link, Edit Permissions, Finish, Disable or Send Reminders.

What the Actions Do

• View Details - see the basic details of the survey in a sidebar.
• Edit - edit the survey; settings and schedule.
• Copy Link - copies a link to share, to complete the survey.
• Edit Permissions - allows you to Add People who can view survey results, or Change Owner (although changing owner may mean the initial owner may lose access)
• Finish - manually finish an Active survey. 
• Disable - disable any survey.
• Send Reminders - send a manual reminder to employees, on an Active survey (limited to one every 24 hours).

Scheduling Your Survey

When Employees Receive The Survey

By default, surveys are sent at 00:00 on the selected start date, and employees should receive them within that hour.

If you choose a different start time, such as 09:00, employees will receive the survey during that hour.

Ending the Survey

For a one-off survey, you choose the end date during setup.

For a recurring survey, each survey cycle ends according to the frequency you selected. The survey continues into new cycles until it is manually finished.

eNPS Survey Limitations

No Duplicate Surveys for the Same Audience

Because eNPS is based on one standard question, you cannot run multiple live eNPS surveys for the same audience at the same time.

However, you can;

• run an eNPS survey for a different audience
• create multiple eNPS campaigns over time to track engagement trends

eNPS Survey Questions Cannot Be Changed

This eNPS rating question has been carefully crafted and rigorously tested by independent experts and scholars around the world. The NPS system has proven to be one of the most effective methods of gathering quality, actionable feedback across all industries and countries. 

One-off Surveys Do Not Have Reminders

One-off eNPS surveys do not include the option to send reminders, as they are designed to be sent only once within a short time period.