Survey response quality with a QR code on purchase and return tickets | XM Community
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Hello everyone! 

 

We are going to launch a new NPS survey for our customers via a QR code that will be printed on the ticket. However, we have a small problem:

Our POS does not allow us to have a different template for a purchase ticket and a return/refund ticket. This means that the QR code to answer the NPS survey would appear on all tickets, both purchases and returns. 

 

We are wondering if this can affect the quality of the results and if the data we get can be reliable.

(We are thinking about the option of adding a question that lets the customer choose whether they have made a purchase or a return, but customers can also make mistakes when selecting the correct option.)

 

Has anyone had something similar happen to them and is willing to share some feedback?

Any insight is welcome :)

@dariomartinez If you do not have any chance for different QR codes, I think it is a good idea to have the differentiation with the first question. Important: Make this question as clear as straightforward as possible! e.g.,

Was this transaction a purchase or a return?

  • Purchase
  • Return

or…

To help us better understand your experience, please select the type of transaction you completed:

  • I made a purchase
  • I returned an item

Of course, you will not be able to 100% ensure that there is no human mistake and a wrong option is selected. However, a clear question text will mitigate that risk. You should also refer to the type in the follow up questions (…in regards to your return?“) and enable the back button. The customer could then still return if he notices that he took the wrong option.

About the quality…

Customers returning items might be more likely to provide negative feedback due to the nature of their experience, which could skew your overall NPS score. If both purchases and returns are lumped together without differentiation, it could distort the data, making it difficult to get an accurate read on customer satisfaction for actual purchases.

But of course, you can analyze the NPS scores separately for purchase and return experiences once you gather enough data. This means collecting all the responses and then filtering them based on whether the customer indicated it was a purchase or a return. 

All in all, I would go with the entry question. Using clear language can not fully eliminate the risk of confusion but it should mitigate it.

Best

Christian

Hi @chackbusch,

Thank you very much for sharing your opinion on this matter. 

We will go with the question and make it as clear as possible.

Have a nice day!  :)

 

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