Best Practices

Survey Frequency

Recommended Schedule

• Onboarding: Day 7, Day 30
• Ongoing: Every 90 days
• Pre-Renewal: 60 days before end
• Post-Project: Within 7 days of completion

Writing Effective Surveys

Keep It Short

3-5 questions maximum. Should take under 2 minutes to complete.

Ask Clear Questions

Following Up on Responses

• Response Time Matters:Respond to low scores within 24 hours
• Close the Loop:Tell customers what you did with their feedback
• Prioritize by Impact:
  1. High-value accounts with low scores (URGENT)
  2. Declining trends in any account
  3. Low scores from decision-makers
  4. Positive feedback (thank your champions!)

Using Health Scores Effectively

• Don't Obsess Over Single Scores: One bad score doesn't mean churn. Look at trends over time.
• Act on Patterns: Consistent 6s and 7s = account needs attention. Drop from 9 → 8 → 7 = urgent intervention needed.
• Track Multiple Contacts: Primary contact at 9, but CFO at 5? You have a problem. Decision-makers matter more than users.