What? NPS surveys are sent to all clients at 1) the completion of the graphic design phase, and 2) when the project is launched. 

Why? NPS stands for Net Promoter Score, which is a very important factor for Vision to determine our success in terms of client satisfaction.

When? When the project is launched; meaning all outstanding issues have been addressed by the Project Manager and the client has been handed over to Technical Support.

How? The Project Manager sends a link to the survey in an email tracked via Wrike. Please follow the steps below to successfully send and track this survey.

1) Use the"Send Launch Client Satisfaction Survey" task, part of the project template in the Go-live & Maintenance phase.

2) Copy + paste the email address in the Permalink of this task into the bcc field of a new email.

Launch Survey Email Template

BCC: (Wrike task permalink email)

SUBJECT: Project Feedback Survey (Launch) – [ORG NAME]

Hi [CLIENT],

Now that we have successfully launched your new website [INSERT ADDITIONAL CONGRATULATORY NOTES AS NEEDED], would you please fill out this short survey for us? The information you provide plays an important role in developing our approach and processes here at Vision. Any feedback, complimentary or critical, is extremely valuable. We always strive to give our clients the best possible experience and deliver work they can be proud of for years to come. We want to continue supporting you in developing your organization's online presence, so please feel free to add how we can help you succeed and achieve your goals moving forward.

You may find the survey here: https://www.surveymonkey.com/r/BPK3ZQN

I would appreciate it if you can submit your responses within the coming week. Thank you so much and we value your input immensely!

Sincerely,

[SIGNATURE]

3) After you write and send the email, it will be included automatically in the comment area of the Wrike task. Once it appears (this can take a few minutes), set the Wrike task status as Completed.

4) If the client has not responded within 5 business days, follow up in an email using the same Wrike email from the parent task in the bcc field and complete the first subtask called PM Follow up.

5) If the client still has not responded within 10 business days, David will call or email using the same procedure in step 4.

6) When/if the client responds, David will include the score in the custom field and attach the completed survey.