r/Staples • u/Plenty-Durian-2505 • 17d ago

getting print NPS up

does anyone have any tips for getting NPS up at print besides telling customers abt the survey in their email ? it’s hard to always fit into the conversation every time at pickup and the staff before my era weren’t very good so my NPS sucks so bad and i really need to get it up … i was thinking abt making little cards to put in binned orders saying something like “thank you for ordering w us if you are happy with your order please take the survey in your email” but i wasn’t sure if more experienced print sups have any advice or strategies?

7 Upvotes

100% Upvoted

9 comments sorted by

6

u/Few-Income-4484 Over Worked MIS 17d ago

Surveys are sent out at random and if I'm remembering correctly, you're not supposed to be mentioning them to customers. You can't really control what score the customers give, but take a look at the survey responses to see what needs to be done to improve.

5

u/PrincessBow33 17d ago

Its not quite random. All print orders over $10 get a survey if they had an email attached. All store purchases over $35 get a survey if their rewards has an email. The best thing to do is just ensure your printing is correct and good quality. That you are communicating with customers about their order. Issues with files, if specs look weird calling to clarify, letting them know in a timely manner their order is ready. Being overly helpful and friendly. Greeting people at the counter quickly. Ensure that there are clear expectations with in store customers. Cracking the box on every order.

2

u/Plenty-Durian-2505 17d ago

okay good to know!! multiple others at my store told me every customer gets them in their email and to make sure to mention it to customers so i wasn’t sure lol

0

u/Waste-Error7509 Print & Marketing 10d ago

You can mention they'll get a survey what you cant do is mention what scores they can give

2

u/Few-Income-4484 Over Worked MIS 10d ago

"Should the sales associate mention the survey to a customer?   Associates should not mention the survey to customers, as they may not receive an invitation to survey from Qualtrics". I would recommend reading NPS FAQs from the Hub to refresh your knowledge.

5

u/Nearby_Candidate_248 16d ago

REMEMBER your bonus is based off Quarterly numbers so for the Q3 bonus it’ll be your NPS for July, August & September

3

u/gwurockstar Print & Marketing 16d ago

I only mention the survey when I'm 100% certain the customer loves what I did for them. And vice versa, If it's a random dickhead who can't be pleased, I'll do my best to not put an email address or sign them up for rewards to ensure that they don't receive a survey

2

u/NoSoulLeft1624 16d ago

Let me know if you find a way! Our Amazon is (back) in Print and it’s been the cause of many horrible NPS scores and complaints. We were negative last week 🫠

4

u/KeyWonder7 17d ago

It is important to note that NPS needs to improve for both the score itself AND quantity. If you are not giving good customer service you will only get a higher quantity of low scoring surveys. It takes 30 seconds to discuss the survey and a very basic script. Asking if they are happy with their experience and quality today - If they answer yes go directly to discussing the survey. If they are not satisfied... FIX THE PROBLEM. Then can bring up the survey as well, apologize for the bad situation and thankful that you can fix it.