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Start to Finish: Establish a Baseline NPS With Our CSV Importer

Jomar
Updated

🧩 1. Bring In Your Contact Data

This section details the steps you need to get AskNicely up and running. For a more in-depth look at how to automate importing contacts, head to the App Store in your AskNicely Portal. If we support your CRM, you'll find a link there to begin configuration.

📦 1.1 What Contact Data Should I Be Bringing Into AskNicely?


Good data tells a story.

From the generic table above, we know who your contacts are (first_name, last_name, email), how and where they interacted with your company (cc_type, location, Account_id), and their level of involvement with your service (Tier, salesperson).

At its core, AskNicely is a platform that uses your "Contact data" to provide insight into how your contacts feel about you, your team, and your services. It does this by allowing you to group survey responses with filters and help you set rules so that the right surveys go to the right contacts.

For example, using AskNicely, we can compare the NPS scores of all of our "Mid-Range" customers in China with the "Entry-Level" customers in China with just a couple of clicks.

In order to help AskNicely help you tell the story of your contact's journey, we first need to bring in your Contact data.

📥 1.2 How Do I Import My CSV of Contact Data?

To bring your contacts in via CSV Import:

  • Step 1: Build a report that exports a spreadsheet of your contact data the same way, every time. Columns will be mapped to specific fields in AskNicely. This spreadsheet should be populated with relevant data fields that tell a story.

  • Step 2: Ensure your spreadsheet follows these 3 rules:

    • Column headers must always be the same. Saved reports in your CRM help maintain this consistency.

    • Include fields that tell a story. Think who, what, when, where, and why—regions, account managers, or product types, etc.

    • Avoid empty cells. Populate all the data you have for each contact to maximize the value of responses. However if you do not fill in a value, then that data point will remain empty in AskNicely and not tracked in any responses.

Once your CSV is ready:

  • Go to the Contacts page

  • Click “Import Contacts”

  • Follow the prompts to create your CSV uploader

This help article explains how to build your reusable CSV Importer.

👥 1.3 How Do I Add My Team to AskNicely?

NPS works best when your whole organization is involved. Even if you're the only admin, add others to maximize visibility.

To add users:

  • Click Settings (gear icon) > Users > Users

  • Click Add User

  • Enter first name, last name, email, and role

  • Choose whether they should receive weekly email reports

  • Click Save or Save and Add Another

🎨 2. Customize Your Survey Template

Ok! You've got contact data and team members. Now let’s configure your survey template to establish a baseline NPS score.

🛠️ 2.1 What Setup Steps Are Needed For My First Survey Template?

Every AskNicely account includes a Default Survey Template:

We recommend starting simple. Use the default survey and adjust over time based on the responses you receive.

✏️ 2.2 How Do I Make My Surveys Personal?

Customizing the survey ensures it matches your brand. To start:

  • Click the Hammer & Pencil icon in the navigation bar

Customize the following:

  • From Name: Use a real person’s name (e.g., your CEO)

  • Subject: Keep it short and simple; use first names and avoid words like "survey"

  • Question: Stick with the standard NPS question

  • Footer: Avoid links that could trigger spam filters

Use the Preview tab to view the final design.

🚀 3. Go Live!

Before going live, thoroughly test your setup.

🧪 3.1 How Do I Test My Surveys Before Going Live?

All new accounts start in Test Mode, meaning no surveys are sent.

To test:

  • Click the Go Live button and follow the prompts

  • Go to the Contacts page, send yourself a one-off email using the Email button

Make sure your contact data is imported, your survey template is ready, and your Global Contact Rule is set.

📏 3.2 What is the Global Contact Rule?

Located at the bottom of the Send Scheduler page, this rule controls how often surveys go out to each contact.

  • Default: 180 days

  • Best practice: Adjust to 90 days to follow standard NPS cadence

⏱️ 3.3 How Do I Go Live with the Send Scheduler?

The Send Scheduler allows you to:

  • Schedule survey dispatches by time/day

  • Control volume (e.g., 50/day at 10am)

  • Check readiness using Check Scheduler Setup

Create custom rules to override Global Contact Rules as needed. Surveys will begin sending the next day.

📊 4. Analyze, then Iterate

📈 4.1 What Is The Dashboard Telling Me?

The Dashboard is your home base. Here’s what you’ll find:

  • Overview: Summary of performance

  • Leaderboards: Rank by custom fields

  • Themes: Keyword-based sentiment analysis

  • Reports: Statistics and summaries

  • Response Quick Vew: Right-side of the Dashboard, a list of filtered Responses

Use the Filter Bar to drill down and create Saved Filters for repeated analysis.

💬 4.2 Closing The Loop With Respondents

To respond:

  • Go to the Response Page (chat bubble icon)

  • Click Reply or make an internal note

A genuine reply builds trust and demonstrates your organization is listening.

📣 5. Show Off Your Results!

📑 5.1 What Reporting Capabilities Does AskNicely Have?

Use:

  • Filters on the Responses page

  • Statistics Page for open rates and engagement

  • Custom Export Tool for presentation-ready PowerPoints

  • Download buttons for spreadsheets anywhere in the app

📤 5.2 How Do I Share My Results?

  • Mobile App: Invite users via Settings > Users

  • AskNicely TV: Set up a screen in your office for live display. Contact support for help.

⏭️ 5.3 What’s Next?

Now that you’re live:

  • Let the feedback roll in

  • Adjust questions and segments based on real responses

  • Use insights to improve your Customer Experience

🙋 Need Help?

Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!

 

 

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