Customer Pulse Survey Template

The timing of sending a Customer Pulse Survey can depend on the type of business and the customer's experience. However, here are some general guidelines for when to send a Customer Pulse Survey:

• After a customer makes a purchase or uses your service - This is a good time to send a survey to gauge their satisfaction and identify areas for improvement.
• After a customer interacts with your customer support team - If a customer has reached out to your support team, sending a survey after the interaction can help you understand how well the team resolved the issue.
• On a regular basis - Sending a regular pulse survey, such as monthly or quarterly, can help you stay informed about your customer's changing needs and preferences.
• When a customer has stopped using your product or service - Sending a survey when a customer has stopped using your product or service can help you understand why they left and how you can improve to prevent future churn.

Customer Pulse Surveys and NPS (Net Promoter Score) are both used to measure customer satisfaction and loyalty, but there are some key differences between the two:

• Frequency: Customer Pulse Surveys are typically conducted on a regular basis, such as monthly or quarterly, to track changes in customer satisfaction over time. NPS is often used as a one-time survey to measure overall customer loyalty and willingness to refer others to the business.
• Scope: Customer Pulse Surveys are often more comprehensive and cover a wide range of topics, such as product satisfaction, customer service, and overall experience. NPS, on the other hand, focuses specifically on customer loyalty and the likelihood of referring others to the business.
• Measurement: Customer Pulse Surveys often use a range of question types, such as multiple choice and rating scales, to gather more detailed feedback. NPS, on the other hand, uses a single question that asks customers to rate their likelihood of recommending the business on a scale from 0-10.
• Actionability: Customer Pulse Surveys are often used to identify specific areas for improvement and guide action plans to address customer feedback. NPS, on the other hand, is often used as a high-level benchmark to compare against other businesses and track overall customer loyalty over time.