Using the Bullhorn NPS Survey Tool

Bullhorn's NPS Survey tool helps you measure client satisfaction by automatically emailing surveys to your enrolled contacts. Learn how to create and configure your NPS survey, enroll contacts, and manage your results.

To enable the NPS Survey tool for your organization, contact Bullhorn Support. To learn more about NPS and how it's calculated, visit the Net Promoter Network® website.

Some features covered in this article are available on Front Office Growth and Enterprise editions only.

Create and Edit the NPS Survey

You'll need Admin-level access to complete these steps.

  1. Go to Menu > Tools > NPS Responses.

  2. Click Edit Survey.

  3. To start sending the survey to enrolled contacts immediately after saving, switch the Send NPS Surveys toggle to On.

    If you haven't enrolled any contacts yet, the survey won't be sent until you do.

  4. Complete the following fields:

    • Subject (required): Enter the subject line for your survey email.

    • From: Enter your company name or a person's name.

    • Reply-To Email (required): Enter a valid email address.

    • Frequency: Set how often Bullhorn should send the survey to enrolled contacts after the initial send. Surveys are sent on different days and at different times based on data from the Engagement Summary Pulse card.

    • Message: Enter the body text of the email.

    • Question (required): If you change the default question, use a variation of "How likely are you to recommend us to a friend or colleague?"

    • Company Logo URL: Enter a link to your company logo if you'd like it to appear in the survey email. Your company should host this image.

  5. Click Preview to see how the survey will appear to contacts.

  6. Click Save.

Enroll Contacts in NPS

  1. From the contact list, select the checkboxes to the left of the contacts you want to enroll.

  2. From the # Selected drop down, select Enroll and Send NPS.

  3. Click Enroll.

Once enrolled, if the Send NPS Surveys toggle is set to On, Bullhorn will send the survey at the best time for each contact based on the Engagement Summary Pulse card. This is on the next business day — Bullhorn uses the time from the card only, not the day.

If Bullhorn can't determine a best send time (because Pulse isn't enabled or there isn't enough email activity for the contact), the survey goes out at 10:00 am EST on the next business day.

Managing NPS Survey Results

When a contact opens your survey email and selects a score, a new browser window opens where they can adjust their score and add comments. Even if they close the window without making changes, their initial score is recorded in Bullhorn. Contacts can also opt out of future surveys directly from the email.

You can access all responses via the NPS Responses list.

If a contact has responded to multiple surveys, the list displays only their most recent response. Contacts can only submit one response per survey — if they try to submit again, they'll see an error when selecting a score.

Depending on your product edition, the NPS Survey tool also includes two list view slide-out cards:

Net Promoter Score Comments

Available via the preview slide-out on both the NPS Responses and contact lists. This card displays each contact's NPS responses in chronological order, across all surveys they've received. Detractor scores appear in red, passive scores in grey, and promoter scores in green.

Net Promoter Score (Front Office Growth and Enterprise only)

Available via the preview slide-out on the company list and the My Dashboard view. This card shows the trend of NPS scores for an entire company over a chosen time period, including responses from deleted contacts and contacts who've responded to multiple surveys.

FAQ

I want to enroll contacts in the NPS survey but the option is not available. What do I need?

Contact Bullhorn Support to ensure your user type has the Enroll and Send NPS action entitlement. This entitlement is needed to manually add contacts to the survey and trigger survey sends.

Who can change the survey question, subject line, or frequency settings?

Modifying survey configuration is typically an admin-level permission. Contact Bullhorn Support to ensure your user type has the correct entitlements configured.