In our Callexa Feedback tariffs, we offer tariffs with different monthly budgets for the delivery of surveys.
In our free "Starter" tariff, for example, you already receive 50 surveys per month. You can find out how to use the surveys correctly and efficiently here.
If you carry out your NPS analysis by email, every message you send to your customers counts as a survey.
Whether the respondent replies to the message and gives their rating is irrelevant.
The situation is different when analyzing with a link survey or widget. Here, the actual survey can be displayed, but as long as the respondent does not give any feedback, no survey is counted.
Therefore, pay attention to how you use the surveys. If you send an e-mail to 50 recipients at the beginning of the month, your budget from the starter tariff has already been used up.
If you would then like to conduct a survey directly on your website at the same time, this can only take place once the budget has been replenished.
In this context, please also note that Callexa will not accept any more data records in the intervening period. In concrete terms, this means that Callexa does not collect the data records in order to survey these customers in the following month; these data records are not accepted and expire.
The reason for this is simple. Let's assume you have a monthly budget of 50 surveys, but collect 200 data records per month. This surplus of 150 data records would have to be surveyed in the following month, but then of course new surveys would be added.
This would therefore only lead to surveys being carried out with a massive time delay, if at all, which experience has shown we advise against. You can see how much budget you have left for the billing month, when the last synchronization of the data took place and when the last data record was accepted by the system directly after logging into your Callexa Feedback account.
You should therefore plan your NPS campaigns carefully. If you use your NPS survey purely to analyze existing customers, for example, the survey is conducted two, maximum three times a year.
You can plan in advance and check exactly how many customers you want to survey. This allows you to upgrade to a Callexa tariff that meets your requirements if necessary.
If you automate your surveys after a purchase or a support request via an integration, this becomes more tricky. Measure the number of purchases or support requests in a month in advance and pay attention to the remaining budget displayed in the account so that you can react quickly and adjust the tariff.
We generally recommend carrying out a corresponding NPS analysis for all touch points that customers may have with your company in order to optimize the feedback and the information collected.
Of course, this will require a somewhat larger monthly budget for surveys, but thanks to the attractive design of our tariffs, this is not a problem at all.
If you know that the annual survey of existing customers is due in addition to the regular surveys, you can easily and conveniently upgrade your tariff and cancel it again the following month and downgrade to the previous tariff.
If you use your NPS budget correctly, you will optimize the efficiency of the surveys and directly save costs. This also allows you to make savings in other areas, such as customer acquisition. You can find out how this works in our blog article "How you can save costs in customer acquisition with the NPS"
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