NPS Surveys? how are you doing these?

Question

I'm interested in knowing how others are using Sugar Market to perform NPS surveys of their clients. 
 Any gotcha's to look out for? 
 I did a search of SugarClub and found How to manage a satisfaction survey including several pages? from 3 years ago, and am curious to know if there is any advancement, or what you might consider good practice? 
 To give clarity, we'll be doing an NPS survey were we ask the recipient to rate us on a scale of 1 to 10.

Ben Hamilton · Accepted Answer

The core part of using Sugar Market for surveys (whether for NPS or really anything) is to appreciate that Market synchronises the data at a person (Lead/Contact) level with Sell. In general, Market works well for scenarios where questions aren't changing frequently and you're looking to understand how your customers feel as defined by relatively consistent criteria, over time. 
 The approach is to create a Landing Page+Form (and appropriate emails directing people to it) in Market. Your form will ask the customer about propensity to recommend on a scale of 1 to 10, that number will be stored on the Market Contact table, and synchronised to the relevant Lead/Contact in Sell. Same if you asked for some commentary on this response - it all ends up in Sell against the Lead/Contact record. 
 The problem with this is that if you want to see how a customer's disposition changes over time, you cannot store this data at the person level in Sell - it would keep getting overwritten every time they fill out a survey. You ideally want a custom module, m:1 with Leads/Contacts, to store this data. However, Market alone cannot populate the custom module. You'll need a BPM process def in Sell which listens for the fields at the Lead/Contact level changing - and creates new records in the custom module (copying across this data from the Lead/Contact). This would enable you to go to a Contact record in Sell, and see a subpanel "Survey Responses" which has a history of how this customer has responded to you over time. 
 This approach is generally fine for things like NPS where you are asking consistent questions and want to analyse customer sentiment over time. However, if you are frequently changing questions in your Market form, or just want to survey your customers with different questions, then this approach becomes more complex to maintain... i.e. you'd have corresponding things to update too - fields in Sell, and the BPM which is creating data. There are strategies you can take to mitigate this - for example - you might have a SugarLogic field concatenate survey results from certain fields, which get copied across in bulk to the 'responses' module. This is helpful when you are asking a few free text answer fields (i.e. fields which you are already doing less quantitive analysis on), but less effective when they are dropdowns/integers that you want to mine via reporting. 
 If you're looking more at the latter case, at a certain point though, you may begin looking at other tools - e.g. SurveyRocket . And as always, there is the answer of plugging SurveyMonkey into Sugar, but I find that most folks who go down this path rarely actually integrate the data - which might help them with analytics in aggregate format without enabling frontline staff to understand that one particular customer is vexed right now.