NPS Survey Follow Up

A guide on how to conduct and follow up on NPS (Net Promoter Score) surveys using the Global Surveys tool in PCC (The Linux Foundation's platform).

What are NPS Surveys?

NPS surveys are conducted bi-annually to measure customer satisfaction and sentiments. The benefits of NPS surveys include:

• Providing valuable feedback

• Identifying areas for improvement

• Helping focuses on customer needs

The main goal to follow up NPS surveys is to increase the responses you receive for your surveys.

Using the Global Surveys Tool

The executive team uses PCC's Global Surveys tool to administer surveys, including:

• Creating and sending surveys

• Analyzing responses

Access to Global Surveys

Only The Linux Foundation's executive team has access to Global Surveys.

Tracking Survey Delivery

Make sure that the recipients get the survey email or survey link.

To check the delivery status of your survey emails, follow these steps:

1. Go to your project in PCC.

2. Navigate to Collaboration > Surveys.

3. Select the relevant survey.

1. Click the Responses for the selected survey. It will be redirect you to the SURVEY RESPONSES page.

Understanding Survey Metrics

The Survey Metrics on the right give you a summary of the survey status from your project:

• Delivery Rate: Percentage of recipients that received the survey email

• Open Rate: Percentage of recipients that opened the survey email

• Click Rate: Percentage of recipients that opened the survey email and then clicked the survey link

• Response Rate: Percentage of recipients that responded to the survey

• Comment Rate: Percentage of recipients that responded to the survey with a comment

Disclaimer: These percentages are based on the total number of recipients (sent emails).

Increasing Delivery Rate

The Delivery Rate is the percentage of the sent emails that were delivered (according to our email service Amazon SES). This number should ideally be 100%. If not, you need to take action and find out why the email is shown as not delivered and potentially correct the email addresses in the relevant PCC committee of your project.

Step-by-Step Instructions to Increase Delivery Rate

Filter Failed Deliveries:

Click on the Delivery Status filter and select Failed or Pending to filter the Responses table for failed email deliveries.

Verify Email Addresses:

Verify that the displayed email addresses are the correct ones for these persons. If not, go into the relevant committee and change the email address of the members there.

Resend the Email:

Manually resend the email by clicking on Send Reminder or wait for the next reminder to be sent out by PCC to try to deliver the survey email again. We recommend manually clicking on Send a Reminder.

Alternative Option:

If you think the email address is already correct, you can click on Send a Reminder to resend the survey email again to the email address displayed under the recipient’s name.

Sender for Reminder Email

The sender for the reminder email (same as for the initial email) will be our default survey email address:

{Project Name} - Survey <[email protected]>. For instance, “The Linux Foundation - Survey <[email protected]>” for TLF.

Additional Options

1. Direct Email: As another option, which is useful if emails get blocked by the recipient’s mail server, you can click on the email address in the response table to open your default email client with a preconfigured email addressed to this person.

2. Copy Personal Link: If you would like to simply share the link with a committee member in Slack, Discord, SMS, or other messengers, you can also simply click on the overflow menu of the recipient’s name followed by clicking on “Copy {first name} Personal Link”.

Delivery Statuses

We have implemented the following delivery statuses to track the status of our emails:

1. Pending: The email is still being attempted to be delivered. This status indicates that our system is still trying to send the email.

2. Failed: The email was not delivered according to our system. This status can be further categorized into:

   • Hard Bounce: The email was rejected by the recipient's email server and will not be delivered again.

   • Soft Bounce: The email was rejected by the recipient's email server but can be retried after a certain period of time.

3. Delivered: The email was successfully delivered to the recipient's email server.

4. Opened: The email was successfully delivered and opened by the recipient. This status indicates that the recipient has interacted with the email.

5. Clicked: The email was successfully delivered, opened by the recipient, and the survey link in the email was clicked. This status indicates that the recipient has taken a specific action on the email.

Amazon SES

We are using Amazon SES (Simple Email Service) for sending emails. Amazon SES reports these delivery statuses for each email sent. For more information on these statuses, please refer to the AWS documentation.

Open Status

The open tracking works as follows (below information is copied from AWS documentation here):

“A 1 pixel by 1 pixel transparent GIF image is inserted in each email sent through Amazon SES and includes a unique reference to this image file; when the image is downloaded, SES can tell exactly which message was opened and by whom.”

Please note that email previews in the recipient's email client will also count as open, even if the user hasn't actually read the email.

This means that sometimes users may not have read the email, but it will still show as opened in the tracking metrics.

Clicked Status

The clicked tracking works as follows (below information is copied from AWS documentation here):

“To track clicks, Amazon SES modifies each link in the body of the email. When recipients open a link, they are sent to an Amazon SES server, and are immediately forwarded to the destination address. As with open tracking, each redirect link is unique. This enables Amazon SES to determine which recipient clicked the link, when they clicked it, and the email from which they arrived at the link.”

Important Considerations:

• If a user has a blocker on their browser/email client that prevents us from tracking their email clicks/opens, then the Opened and Clicked statuses might never show for them.

• However, in most cases, tracking should be enabled, and the Opened and Clicked statuses should be accurately recorded.

Other options for your survey

Download Responses

• Allows you to download a CSV file with all the responses from your project's survey.

• This can be useful for:

  • Analyzing survey data in a spreadsheet or data analysis tool.

  • Sharing survey results with team members or stakeholders.

  • Exporting survey data for further processing or analysis.

Resync Recipient List

• Resynchronizes the recipient list with the current committee in your project.

• This ensures that:

  • New committee members are added to the recipient list.

  • Members with incorrect voting status are updated.

  • Members who have recently joined the committee are included in the survey.

• Note that this option only adds recipients and does not remove any existing ones.

Support and Resources

• If you have any questions or need further assistance, you can reach out to:

  • Support teams for help with technical issues or survey-related questions.

  • PCC teams for guidance on using the Global Surveys tool or other PCC features.