Below you will find detailed information about the AskBeat Customer Feedback app and how to use it. Should you have any more questions, do not hesitate to contact us at customer_feedback@askbeat.com.
NPS® is widely used to measure customer satisfaction and loyalty by asking a simple 10-scale question: “How likely are you to recommend {STORE} to a friend or colleague?”, where 0 is “Not likely” and 10 is “Very likely”. Respondents may optionally justify their rating. 0-6 ratings are categorized as “Detractors”, 7-8 as “Passives” and 9-10 as “Promoters”.
NPS®, Net Promoter System®, Net Promoter Score® and Net Promoter®, are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
To calculate Net Promoter Score®, the percentages of each rating category are calculated and then, the percentage of Detractors is subtracted from the percentage of Promoters. This is your NPS®.
Example: You have got 10 responses, where 6 are in the 9-10 scale, 2 in the 7-8 scale and 2 in the 0-6 scale, so you’ve got 60% Promoters and 20% Detractors; your NPS® is 40 (=60-20).
According to Fred Reichheld (the inventor of NPS®) at Harvard Business Review: The path to sustainable, profitable growth begins with creating more promoters and fewer detractors and making your net-promoter number transparent throughout your organization. This number is the one number you need to grow. It’s that simple and that profound.
Simply put, you should focus on always improving your score, by having more Promoters and less Detractors, in order to achieve business growth.
AskBeat Customer Feedback delivers your Post-purchase and Abandoned checkout NPS® surveys to your Shopify store buying customers or customers with abandoned checkouts respectively via email, either:
Before being able to send survey emails to your Shopify store customers, you must first review and accept our Terms of Service. We will not access, collect or process any of your customers data, if you do not accept AskBeat Customer Feedback Terms and thus, give as permission to do so.
Throttling allows you to make sure that you do not send survey emails to the same customer email more than once in a given time period. It applies automatically to Post-purchase and Abandoned checkout surveys combined, either sent manually or automatically, so you don't have to worry about over-emailing your customers. You may choose among 1, 2, 3 or 6 months limit. Throttling limit does not apply to sending reminders.
Example: you’ve set your throttling limit to 2 months. On the 1st of next month you send a survey manually to a list of customers. 10 days later (on the 10th) a customer from this list places a new order in your online store, so a survey is scheduled to be sent 2 weeks after the order is placed (on the 24th). On the 24th our system will check if the specific customer has received a survey during the last 2 months. So, in this example the automated survey will not be sent to this customer.
As soon as the reminders toggle is set to “On”, reminders will be automatically scheduled for every survey email, Post-purchase and/or Abandoned checkout survey emails, sent from now on. As such, for every survey email sent, automated or manual, a reminder will be scheduled to re-deliver your respective survey Χ days after the initial survey email.
Reminders for your Post-purchase survey will be sent to your Shopify store customers, as long as the customers have not already responded to your survey, the reminders toggle is not switched to “Off” and your remaining email credits do not equal to 0.
Reminders for your Abandoned checkout survey will be sent to your Shopify store customers, as long as the customers have not already responded to your survey or completed their order, the reminders toggle is not switched to “Off” and your remaining email credits do not equal to 0.
Yes, you can. Just send us an email and we'll let you know of the requirements and the process.
Post-purchase surveys: By turning on the automated Post-purchase surveys toggle, AskBeat Customer Feedback gets notified through Shopify webhooks each time there is a new order placed in your store [order/created]. Your respective NPS® survey will be automatically emailed to your Shopify store customers, Χ days after an order is placed. You may set your preferred number of days between order placement and email delivery, otherwise your emails will be scheduled for delivery 14 days after an order is placed.
Abandoned checkout surveys: By turning on the automated Abandoned checkout surveys toggle, AskBeat Customer Feedback gets notified through Shopify API for abandoned checkouts in your store. Your respective NPS® survey will be automatically emailed to your Shopify store customers, Χ hours/days after a checkout is abandoned. You may set your preferred number of hours/days between checkout abandonment and email delivery, otherwise your emails will be scheduled for delivery 1 hour after a cart is abandoned.
In order to utilize automated surveys for collecting Post-purchase or Abandoned checkout customer feedback, the respective automated surveys toggles should be set to “On” AND your remaining email credits should not equal to 0.
If you set the respective automated surveys toggles to “Off”, then the App will not collect any of your orders and/or abandoned checkouts and/or customers data and will not schedule any survey emails. AskBeat Customer Feedback will start collecting and processing data and scheduling the delivery of your Post-purchase and/or Abandoned checkout survey(s), as soon as the respective automated surveys toggles are set to “On” AND your remaining email credits do not equal to 0.
If your remaining email credits equal to 0, then the App will not collect any of your orders and/or abandoned checkouts and/or customers data and will not schedule any survey emails. AskBeat Customer Feedback will start collecting and processing data and scheduling the delivery of your survey(s), as soon as your remaining email credits do not equal to 0 AND the Post-purchase and/or Abandoned checkout automated surveys toggles are set to “On”.
In order to use the manual surveys feature, you need to upload or paste a list of your customer emails. AskBeat Customer Feedback will email your chosen (Post-purchase or Abandoned checkout) NPS® survey to your list, once you click “Send”.
If your email credits are less than the uploaded list size, then your survey will not be sent and no survey emails will be scheduled.
Currently, no. This feature is in our roadmap for development. Do not hesitate to email us if you want to schedule a manual survey for a specific date & time. We'll be glad to help you out and handle this for you.
The physical address that appears in the email footer is accessed via Shopify API, when you first install the AskBeat Customer Feedback App. Displaying your physical address in the email footer is a requirement by the CAN-SPAM act and, for your & our compliance with this law, cannot be omitted. If you want to change the address, you may contact us.
Yes, it is. AskBeat Customer Feedback App is designed for using any language you prefer both for your survey email and survey itself.
Go to the “Customers” page in your AskBeat Customer Feedback dashboard. Search for the customer email you want to unsubscribe from receiving your surveys. Then, go to the "View customer", where you can mark as unsubscribed the specific customer email address.
When you delete a customer, all data, including responses & comments and all personally identifiable information (order ids, checkout ids, tokens & recovery urls, email address and customer shopify id) are deleted from our database, and your customer satisfaction score is re-calculated. Yet, if the deleted customer exists in your unsubscribers list, the email address will remain in this list, so to ensure compliance with anti-spam laws and not contact the customer in the future with a new automated or manual survey email through the App.
When we receive a customers/redact GDPR request through Shopify, we are obliged to take action within 30 days of receipt of the request. We delete all customer data (responses, comments and personally identifiable information) and your survey data are re-calculated, unless you contact us requesting redaction / anonymization of customer data instead prior to customer data deletion.
If none of our subscription plans fits your needs, you may contact us and ask us for a custom subscription plan. If you are OK with our proposal, we will then create a pending shopify charge and send you a link to authorize the recurring payment in your Shopify dashboard.
All charges are handled through Shopify. When you decide to purchase a paid plan, you will be asked to authorize Shopify to charge you with the relevant subscription fee at the start of each of your Shopify billing cycles. This means that your Shopify billing cycle and the App billing cycle may not coincide: AskBeat Customer Feedback charge is applied every 30 days from the day you accepted the charge and charged on the 1st day of your next Shopify billing cycle.
Example:
Sure. You may cancel a subscription plan (free or paid) at any time, simply by uninstalling the App, through your Shopify dashboard.
If you want to cancel a paid subscription plan, without uninstalling the App and thus, without losing your survey data, you can choose to switch to the free plan instead.
Please keep in mind that, according to Shopify terms of service, if you cancel a paid subscription plan before the end of the 30-day App billing cycle, Shopify will not refund you for the remaining App time period.It certainly is. For more information, please refer to our Privacy Policy, where you can find detailed information on the data collected and processed through the AskBeat Customer Feedback App.
Note that we do not collect and/or process any customers data and responses, prior to you accepting our Terms of Service and thus, giving as permission to do so.
Yes we do. You may find a copy of our Data Processing Agreement here.