Editions Available: Corporate;Enterprise Audience: All Users

Using the Bullhorn NPS Survey Tool

Some features are Enterprise Edition only.

Bullhorn's NPS Survey tool helps you measure client satisfaction by emailing surveys to your contacts. After you configure and enable the survey, it will automatically send to enrolled contacts at the times when it's best to contact them based on information gathered from the Engagement Summary Pulse Card. To enable the NPS Survey tool for your company, contact Bullhorn Support.

To learn more about NPS, including how it is calculated, view the Net Promoter Network® website.

This article will cover:

Creating and Editing the NPS Survey

From your Bullhorn Menu, navigate to Tools >NPS Responses.

  • S-Release: On the Bullhorn menu, under Home, select NPS Responses.

Click Edit Survey.

If you want this survey to start going out to your enrolled contacts once you save, switch the Send NPS Surveys toggle to ON.

Note: If you have not enrolled any contacts yet, the survey will not be sent until you do.

Enter or update the following:

Subject (required field): Enter the desired subject for your survey email.

From: Either your company name or a person's name.

Reply-To Email (required field): This must be a valid email address.

Frequency: How often Bullhorn should send the survey to enrolled contacts after the initial survey goes out.

  • Note that the surveys will be sent to your contacts both on different days of the week and at different times of the day based on data obtained via the Engagement Summary Pulse card.

Message: The message body of the email.

Question (required field): If you change this, it should be some variation of the default "How likely are you to recommend us to a friend or colleague?"

Company Logo URL: A link to your company logo, if you'd like it to appear for contacts in the survey email.

  • Your company should host this image.

Click Preview to see what the survey will look like for contacts when they receive it.

Click Save.

Enrolling Contacts in NPS

Note: You can also enroll and disenroll contacts individually by selecting the Yes radio button to the right of the Enrolled in NPS field on the edit tab of their records. You cannot mass disenroll contacts.
  1. From the contact list, select the check boxes to the left of the contacts to enroll.
  2. From the # Selected drop-down, choose Enroll and Send NPS.
  3. Click Enroll.

Provided the Send NPS Survey toggle is set to ON, if Bullhorn is able to determine a best time to email (via the Pulse Engagement Summary card), the survey will go out to those contacts at that time on the next business day (i.e, it only looks at the time on the card, not the day). If Bullhorn is not able to determine a best time to email, either because Pulse is not enabled or there is not enough email activity for the contact, the survey will go out at 10:00 am EST on the next business day.

Managing NPS Survey Results

When a contact opens your survey email and selects an NPS score, a new browser window opens. In the new window, they have the option to change their score and add comments describing their score. Even if they close this window without doing either, their initial score is recorded in Bullhorn. Within the email, contacts are also presented with an option to opt out of receiving future surveys.

You are then able to access NPS Responses via the NPS Responses List.

If a contact has responded to multiple surveys in the past, the data displayed on this list will only reflect their most recent response. Contacts can only submit a response to the same survey once. If they attempt to submit a response more than once, they will receive an error in the new window when they select a score.

Depending on which product edition your company is on, the NPS survey tool also includes two list view preview slide-out cards that provide additional insight:

  • Net Promoter Score Comments: Accessed via the preview slideout on both the NPS Responses and contact lists.

This card displays the list of NPS responses, in chronological order, for each individual contact, for each survey they've received. Any score classified as a detractor appears in red, a passive score appears in gray, and a promoter score appears in green.

  • Net Promoter Score (Enterprise Edition only): Accessed both via the preview slide-out on the company list as well as the My Dashboard view, which shows data for all companies.

This card displays the trend of NPS scores for an entire company within a choosen time period. All NPS responses are factored into this graph, including those from deleted contacts, as well as any contacts who may have received and submitted answers to multiple surveys (i.e. if you send monthly surveys and are looking at the quarterly graph).