Quarterly NPS Survey Strategy for Customer Accounts

·Dec 16, 2025 09:52 PM·

At past companies, I've sent quarterly NPS surveys to the main contact on each active customer account. We started the quarterly NPS survey invites on the 90th day of the new customer contract start date and then every 3 months afterward. Also, we excluded customers who were within 30 days of their renewal.

Quarterly NPS Survey Strategy for Customer Accounts

Kelly Brenneman

·Dec 16, 2025 09:52 PM·

At past companies, I've sent quarterly NPS surveys to the main contact on each active customer account. We started the quarterly NPS survey invites on the 90th day of the new customer contract start date and then every 3 months afterward. Also, we excluded customers who were within 30 days of their renewal.

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2 comments

· Sorted by Oldest

Colleen Reidy
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Thank you, Kelly Brenneman - I like this targeted approach, as opposed to 'spray and pray' every active contact in an account. Do you get a healthy and repeatable response rate? Our responses seem to be declining each quarter so I'm thinking of changing it up.
Kelly Brenneman
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Yes, we did! We also included an option to join our community on the survey thank you page for those who gave us a 9 or 10.
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Colleen Reidy
·
·
Thank you, Kelly Brenneman - I like this targeted approach, as opposed to 'spray and pray' every active contact in an account. Do you get a healthy and repeatable response rate? Our responses seem to be declining each quarter so I'm thinking of changing it up.
Kelly Brenneman
·
·
Yes, we did! We also included an option to join our community on the survey thank you page for those who gave us a 9 or 10.
❤️2