40 new age companies share how they use Net Promoter Score to drive growth

Behind The Scenes

40+ New-Age Companies Share How They Use NPS To Grow Learn from the horse's mouth

Baked by AppVirality Inc.

INDEX Introduction

01 to 02

How each function in a company can benefit from NPS

03 to 20

01. How Product Teams Can Use Net Promoter Score

04 to 06

02. How Customer Service Teams Can Use Net Promoter Score

07 to 08

03. How Customer Success Teams Can Use Net Promoter Score

09 to 10

04. How Sales Teams Can Use Net Promoter Score

11 to 13

05. How Marketing Teams Can Use Net Promoter Score

14 to 20

NPS Megaphone

21 to 59

How 40+ companies are leveraging NPS to grow. Learn from their own words.

Conclusion

NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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INTRODUCTION Some products are just contagious, aren’t they?

They get you hooked on to them, you want to be a part of their journey and they harp on your emotions - all this while making you feel valuable.

NET

Think Hubspot. Think Airbnb. Think Tesla.

PROMOTER

As businesses, virality and word-of-mouth are aspects of growth which we

SCORE

all strive to achieve. However, it is virtually impossible to drive such growth if we do not DECODE why people love or hate our product.

That’s where NPS or Net Promoter Score works as a miracle metric and helps in simplifying the above mentioned dilemma.

Net Promoter Score, launched in 2003 by Fred Reichheld, a partner at Bain & Company has become a metric that brands continue to use as a measure of customer loyalty. However, the way brands apply this metric to their strategy has changed drastically after a decade of its launch. Today, the metric is synonymous with growth and its usability is seen across functions and industries.

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01

There is enough talk & build-up to ‘What is NPS’, the theories surrounding it, etc. But how often have you come across actionable insights & practical examples of how organizations use NPS to orchestrate growth?

In our quest to build our knowledge and gain more insights about NPS, we decided to deep dive and address these gaps. In this E-book we’ve evaluated the following:

How established companies use NPS across functions This will help other brands evaluate the power of this metric and its applicability across verticals.

How companies handle their Promoters & Detractors What works and what doesn't, when it comes to the two significant segments of user types that emerge via NPS. We spoke with Marketing, Sales, Product, Customer Service and Customer Success teams at over 40 high growth companies to bring this E-book to life and we sincerely hope that it helps you achieve your NPS goals.

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Chapter 1

HOW EACH FUNCTION IN A COMPANY CAN BENEFIT FROM NPS The growth landscape today is quite different and brands today are more evolved and accepting of customer feedback. Every company today aims at creating experiences that are ‘high-valence and higharousal.’ This simply means experiences that are considered positive and exciting. A great experience is a precursor to customer satisfaction which in turn impacts growth.

NPS feedback data is a goldmine of information and can be used by all functions within an organization. In this section we’ve discussed at length the various ways in which each department can leverage this data.

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03

HOW PRODUCT TEAMS CAN USE NET PROMOTER SCORE

Josh Elman, a partner at Greylock Investments and a veteran in Product Marketing has an important tip for Product Managers. He says:

“

Great product managers listen to user feedback all the time — whether it’s from usability tests, meeting users in the field, reading support emails or tweets, or working with the people in your company who do all of those things on a daily basis.

Josh Elman

Partner Greylock Investments

The core job of PM’s is to ship the best product, take calls on upcoming product features and draw inference from metrics to build something that’s relevant and stays memorable for the end user.

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To that effect, Product Managers use NPS data in the following ways:

Improve product & features - discovering product blindspots & bugs NPS data makes it easy for PM’s to evaluate product related feedback, fix issues and brainstorm new ideas.

Sujan Patel, Growth Marketer and Co-founder of Mailshake mentions:

“

In looking through responses we often find small bugs or issues with customers that our customer support team solves. We also find feature request and improvements to make from a product perspective…

Sujan Patel

Growth Marketer and Co-founder Mailshake

Define & prioritize the product road map, backed by valuable insights

NPS data is full of valuable insights and by adding it to the coterie of feedback options mentioned above, PM’s can take a holistic call while building & prioritizing an extended product road map. This, as a strategy, is used quite efficiently at Mention - a media monitoring tool.

Cyril Codron, Product Manager at Mention elucidates the key takeaway of an NPS, from a product team’s perspective:

“

... we have a good idea about the major pain points of the users and make it possible to integrate the solutions into our roadmap…

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Cyril Codron

Product Manager Mention

05

Validate changes to Product (increments, new releases, updates, etc.)

Inbound.org is a growing community of marketers across the globe with over 2,34,000 members. For a forum of this repute, it is significant to build a product that resonates with its participants. Cameron Seher who’s spearheading its community and growth states candidly:

…Well the NPS #s metric as a "community temperature check" has allowed us to more actively and immediately correlate product changes with user retention and satisfaction…

Cameron Seher

Growth Marketing Manager inbound.org

Additionally, it aids Product Managers in aligning features, improving functionalities and discovering pain points.

Danny Denhard, Head of Product Marketing at JustGiving - an online giving platform reciprocates this use case:

“

…We use it to validate changes to our product, understand pain points and really drive enhancements around product and user happiness…

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Danny Denhard

Head of Digital Marketing JustGiving

05

Key Takeaways: Using NPS in Product Management Prioritize product roadmap based on feature requests Validate changes to the product Identify & solve bugs

Test out beta releases & new features with your promoters

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HOW CUSTOMER SERVICE TEAMS CAN USE NET PROMOTER SCORE

Customer services representatives are the first people within a company to field, and thereby resolve issues. NPS is best relayed via this niche pool of talent in any organization. The customer service team at Sumo Logic seems to have a firm grip over NPS as channel for feedback.

Dakota McKenzie, one of its ex employee quipped in a forum discussion on Inbound.org:

“

…Although it is not an end-all-be-all solution, it allows us to gauge the customers’ experience and perception of our organization without constantly checking in…

Customer service teams can take both qualitative and quantitative

Dakota McKenzie

ex-Corporate Sales Manager Sumo Logic

approach at NPS data in order to strategize and optimize their process.

This way they can close tickets and resolve issues in a better way.

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Dakota goes on to validate this as he states:

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…Overall, it allows us to have a better conversations with customers to better understand what they like and dislike about our service, and how we can better support their efforts on a daily basis. By addressing something specific, it allows us to be prescriptive and build trust amongst our customer base to ensure higher satisfaction on a daily basis…

By using the qualitative approach, service team managers can check whether their users are happy with the way their issues are getting addressed and the same is executed in a pleasant and timely manner.

Unpleasant experiences quoted in the feedback can be used as an example to train the executives to improve their deliverability.

Lexane Sirac is an Implementation Specialist at Hubspot. She says,

“

…We use the NPS survey at the end of every single onboarding to improve our work for our next customers.

For instance, we have received feedback on the duration of calls and on some specific areas of support, and we've acted on this to improve our customers' experience…

Lexane Sirac

Implementation Specialist Hubspot

Quantitative approach on the other hand can be used to map NPS data with first time responses, check backlogs and open cases and derive median NPS to identify gaps in service.

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HOW CUSTOMER SUCCESS TEAMS CAN USE NET PROMOTER SCORE

The role of a Customer Success team is a crucial one. That’s because they deal with users when they first use a product or savor a service. By effectively hand-holding a user through the initial days, customer success teams can elevate the overall user experience.

The major use case of NPS for success teams lies in identifying users who are likely to churn (detractors) and immediately understand and solve their problems thereby significantly reducing the churn rate.

“

…Our company looks at the high-level trends and aggregates the data across the board to see if there are trends (frequently mentioned products, etc.). In customer success, we look at each NPS response in our segments and see if there is an action we can take from it - like reaching out to a customer who says things are not

Jared Brewer Team Lead Hubspot

possible in the tool, that we know are possible.

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NPS, when measured post the user onboarding is complete, can

significantly help the customer success team to plug the gaps in their onboarding process.This is evident from the words of Angela Guedes Dias, Customer Experience Manager at Typeform-one of the most widely used tools for deploying Web based Forms. She claims:

“

... (NPS) helps our Customer Success team to improve Onboarding and our Education documentation based on the feedback we receive from the 1 month milestone‌ Angela Guedes Dias

Customer Experience Manager Typeform

Key Takeaways: Using NPS as a Direct Input to Customer Success Identify Users/Customers who are confused about the product through qualitative feedback received and handhold them to success.

Identify users who are about to churn (detractors) and nurture them back to

activation.

Run an NPS survey approximately around the time user onboarding is done.

Identify gaps and improve the onboarding process.

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HOW SALES TEAMS CAN USE NET PROMOTER SCORE

The Sales function within the company is usually the one that’s directly tied to the revenue- they source new accounts and are responsible for upsell. Sales team can use NPS data in numerous ways. We’ve listed a few of them below.

Set pace for account based referral marketing 84% of B2B decision makers start the buying process with a referral.

Referrals have a higher conversion rates, close faster and referred customers have a higher lifetime value. Once a sales team is able to identify its true promoters they can use the opportunity to set pace for referrals and magnify their growth.

“

…We have a referral program (where we award both referee & referrer) and ask our promoters to refer us to fellow companies…

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Gülsen Geçim

Customer Success Manager Paraşüt

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Identify accounts that need more attention than others With numerous accounts at their disposal it gets tricky for the sales team to keep in regular touch with their accounts. The team at Sumo Logic for instance uses NPS in such cases to monitor the health of their customers without sending a periodic checking in email or making a quick call. Dakota McKenzie, ex-Corporate Sales Manager at Sumo Logic elaborates:

…One way we do this is by using a Slack integration with

“

our NPS surveys. Each sales person on our team has flagged/set up notification rules for when their customer is mentioned in our #NPS channel.

Example: Any time someone from "domainexample.com" completes our survey, the rep will be notified that

Dakota McKenzie

ex-Corporate Sales Manager Sumo Logic

someone completed the survey, and they can review the customer's score and comments…

Sales teams can also categorize their clients/accounts by using tags based on their past NPS score and update it in these details in the CRM as well. This way they can identify the accounts that need more attention and work towards turning them into promoters.

Define an upsell strategy basis NPS data Upsell is an important task at the hands of Sales team. By looking at the NPS feedback sales teams can quickly identify which users are still enjoying their product and upsell to them.

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Reference Calls Happy customers who highlight key product benefits in their NPS

“

responses could serve as great references to warm prospects who have similar queries.

Adams Messick, Customer Success Manager at Rival IQ endorses this approach:

…When it comes to promoters this is a great way to find customers that will do more for your business. We obviously reach out and thank them but I also put them on a list for case studies, reference calls and beta groups…

Adams Messick

Customer Success Manager Rival IQ

Key Takeaways: Using NPS to Supplement Sales Secure referrals from the happy customers (promoters) Take preventative action to ensure renewals happen on time Identify accounts primed for upsell Leverage promoters for references calls with warm prospects

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HOW MARKETING TEAMS CAN USE NET PROMOTER SCORE

The biggest value Marketing teams derive from an NPS survey are the Promoters. These are people who love the product - which implies these are exactly the kind of customers the business needs. Marketing is tasked with creating in roads for exactly such individual.

Therefore, dissecting and analyzing the responses of Promoters is almost the proverbial ‘apostolic undertaking’ for the Marketing team.

Let’s explore these avenues.

Identify the scope of referrals Marketers can use NPS data to activate their loyalists and promote their advocacy campaigns. Because such users are already their product’s ‘promoters’ they will continue to add value and word of mouth to their offering. A similar approach is followed by the Marketing team at Inch too. Simon Toussaint-Levesque, their Head of Marketing states:

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“ “ “

…We use NPS to measure our potential of getting referrals, validating our PMF, getting potential quotes, improving our customer satisfaction…

Find and optimize channels which yield ‘Best Fit’ customers

Simon Toussaint-Levesque Head of Marketing Inch

Usually it takes a lot of time to find the right channels that yield appreciable success for the marketing efforts. However, NPS eases out

this journey. Ty Magnin, Director of Marketing at Appcues shares how their team uses NPS data to improve their marketing efforts. He states:

…NPS data helps inform marketing on our 'best fit' customers. I can then look at channels to see which are developing these types and double down there (and reduce elsewhere)…

Ty Magnin

Director of Marketing Appcues

Use NPS data to better their marketing communication The team at Thinkific uses NPS data to improve their marketing

campaigns. Siddharth Bharath, their VP of Growth elaborates:

…As part of our NPS surveys, we also gather data like how our customers found us, what nearly stopped them from using us, and what convinced them to use us.

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“ “

This data helps us build better features and refine our marketing. For example, if customers let us know they were referred by a certain blogger, that's a signal for us to create a partnership with that blogger. If we see a trend in what convinced them to use us, like our customer support, then that's what we promote more in

Siddharth Bharath VP of Growth Thinkific

our campaigns and put more resources to within the company…

In a SaaS setup, NPS data can also be used to better the brand’s marketing communication. Jennifer Hayward, Content Marketing Manager at Signpost states:

…For marketing, we've used it as a guide post to ensure that our messaging sets the right expectations for prospects, so that if they do become customers the product meets all their needs and there is no disconnect or confusion…

Jennifer Hayward

Content Marketing Manager Signpost

Get more Customer Reviews

A key tactic for all business today is to leverage the network of crowd-sourced reviews on various portals. It is suicide to think such portals have no relevance. Jes Kirkwood of Autopilot shares how they use NPS to gain reviews on multiple platforms:

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“

…At Autopilot, we leverage the enthusiasm of our promoters by prompting them to spread the word. Using our own software, we designed an automated, multichannel customer journey that drives NPS promoters to write a product review. Half of our promoters are asked

Jes Kirkwood

Content & Community Marketer Autopilot

to write a review on G2 Crowd, while the other half are

sent to GetApp. Both emails come from our CEO, Michael Sharkey...

Email sent by Michael Sharkey, CEO of Autopilot, to nudge its promoters to leave a review.

Spread love on Social Media Being active on social media goes beyond ‘your social media scion’ belting out tweets, posts, etc. at regular intervals on your company

handles. When your users share love for the product on social media that is where you build credibility! As wisely noted by Angela Guedes Dias, Customer Experience Manager at Typeform, NPS responses are the best place to orchestrate this.

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“

…We found that promoters and passives behave similarly, and are less likely to churn, so we decided to use a low-touch approach by sending them semiautomated messages thanking them for their feedback.

We also take this opportunity to invite our Promoters to

share their feedback via Twitter…

Angela Guedes Dias

Customer Experience Manager Typeform

Leverage NPS responses as Testimonials Accumulating customer testimonials is a tough activity, especially if undertaken as a standalone exercise. Why go through all this pain when

all you need is to quote your Promoters?

Ryan Engley, VP, Customer Success at Unbounce delivers this piece of gem for us when he spills:

…We read every piece of NPS feedback we collect. We'll often reach out to our promoters to understand what

“

has helped them be successful so we can look for and

nurture those qualities in our other customers. It's also an opportunity to tell our promoters stories through case studies and testimonials. It's a wonderful feeling to

Ryan Engley

VP, Customer Success Unbounce

promote our own customers for the success they've been able to see with Unbounce…

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Roll-out Case Studies

A case study goes a long way in ensuring that you have something appealing for every prospect that lands on your website. NPS is the best tool to help you identify such opportunities.

In the previous quote Ryan from Unbounce articulates it brief.

Additionally, we’ve also heard Adams Messick of Rival IQ reinforce it earlier (in the Sales section). If that weren’t enough, here is Dovi Kregersen , Customer Support Lead, Post Beyond reiterating the same:

“ “

…I've found that end users are a great source for quotes.

However, if the program administrators are promoters, they are great for referrals (on sites like G2Crowd) and for doing case studies…

Dovi Kregersen

Customer Support Lead Post Beyond

Nurture Promoters with an Advocacy Program An advocacy program is the quintessential community for your promoters, a place that makes them feel more special and more rewarded. It reinvigorates their love for the product & enables them as influencers for your product. It is a place that can gamify and hook them into all the actions mentioned in this section.

…NPS helps us identify who are our promoters and we

offer them the chance to join our advocacy program…

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Mike Linshi

Business Analytics Specialist Greenhouse

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…With our promoters we add them to an advocacy portal we call the Green Room. The Green Room is a place for our

“

advocates / promoters to develop a sense of community amongst our most engaged customers. Within the portal our users share stories about video, best practices with Vidyard,

Jeff Saunders

Manager of Customer Success Vidyard

and non-industry topics like their favourite song / movie / viral video / etc. We try to gamify the experience by offering challenges to the members. Completing these challenges gets you points for rewards like Vidyard Swag, Amazon Gift Cards, and charitable donations on your behalf…

Key Takeaways: Using NPS data to improve Marketing Get more referrals from existing user base Optimize the marketing channels that yield ‘best fit’ customers Data driven improvement of your marketing communication Gather more customer reviews Get more shares for product on social media Turn promoters’ responses into testimonials Create case studies from NPS responses Enroll & nurture promoters with an advocacy program

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Chapter 2

NPS MEGAPHONE How 40+ new-age companies use NPS In this chapter, NPS practitioners share their views on how they use this

metric for growth. We’ve poured hours in reaching out to brands exhibiting high growth (powered by a solid NPS implementation) in an holistic attempt at understanding their strategy and how they handle their promoters and detractors.

What follows next is a collection of the responses we received, to our outreach!

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Take your pick We are thankful to the people whose views have helped us shape this

Ebook. Explore the whole nine yards, or pick the company whose approach would help you the best in nailing NPS.

Autopilot

Ilos Videos

Property Brokers Ltd

Appcues

imATHLETE

Proposify

Ashley Home Store

Inch

Rival IQ

Buffer

Instapage

Segment

Chargebee

JustGiving

Signpost

Chillibreeze

LawleyInsurance.com

Sumo Logic

Crunchbase

LiveChat

Thinkific

DevonWay Software

Local Measure

TimeDoctor

From Now On

Mailshake

Typeform

Geckoboard

Mention

Unbounce

Greenhouse

Mish Guru

Velofix

Handshake

Pagerduty

Vidyard

HelloSign

PandaDoc

Zapier

Hotjar

Paraşüt

Zendesk

Hubspot

Piktochart

Inbound.org

Post Beyond

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01 Jes Kirkwood

Content+Community Manager Autopilot HQ

At Autopilot, we leverage the enthusiasm of our promoters by prompting them to spread the word. Using our own software, we designed an automated, multi-channel customer journey that drives NPS promoters to write a product review. Half of our promoters are asked to write a review on G2 Crowd, while the other half are sent to GetApp. Both

“

emails come from our CEO, Michael Sharkey. When a customer clicks on the link within the email, we receive a notification on Slack. If the customer never clicks on the link, we show a Headsup message offering a $25 gift card in exchange for a review.

It’s a best practice to follow up with detractors right away. After a short delay, send an automated email that expresses your disappointment, apologizes for any negative experience they may have had, and requests a call to discuss how you can improve. We recommend automating meeting scheduling by adding Calendly links to the body of your detractor follow-up email.

© 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

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02

“

It helps inform marketing on our 'best fit' customers. I can then look at channels to see which are developing these types and double down there (and reduce elsewhere). This customer-centric approach will not only help you better please future prospects in your marketing with campaigns that resonate deeply, but will also help your marketing organization stay lean.

Ty Magnin

Director of Marketing Appcues

03

“

NPS allows my team to reach out to the promoters and thank them for their response and then ask for a review on Google, Yelp, or facebook. Promoters receive a thank you email and they are encouraged to leave a review for us. Passives receive an email asking why they didn’t leave a 9 or 10. Detractors receive lots of attention from us and Ryan Levitz

Director of Business Innovation Ashley Home Store

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we do our best to fix their situation and turn them into a promoter.

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04

Kevan Lee

Director of Marketing Buffer

We tend to find the most value with NPS from the qualitative feedback we receive in comments. We have a teammate who manually categorizes each

“

comment into buckets like signal / bug / etc so we can see a macro view of

areas we could work on. Then also we read every comment and look for trends that could inform our product ("I wish you had feature X"), our CX ("I have no idea why I'm being billed"), or our marketing ("I'm not sure what Buffer is used for")

We're working toward having even more data connected with NPS so that we can recognize comments from our best, most active customers and weigh their advice accordingly.

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05 At Chargebee, we only started experimenting with NPS since the beginning of this year, and it has already begun giving us pretty useful results. Our customer success team takes care of: 1) Conducting the NPS surveys, 2) Evaluating the results, and 3) Taking the necessary actions based on the results.

Sadhana Balaji Product Marketerr Chargebee

“

Here is a tip for each stage of this process: 1) In-app surveys perform better compared to the one sent via emails. Also, only run the survey among those users who are actually engaged with your app.

2) Get in touch with the customers based on the scores that they award you, get to know about their pain points (if the scores are low), or learn about what they love about your product (if the scores are high), and pass on the feedback to the concerned teams.

3) This one has really worked well for us - our customer success team gets in touch with the customers who have given us the highest scores and asks them if they'd be willing to leave us a review on the third-party review sites. Since the customers are pleased with Chargebee already, they're more than happy to spend a few extra minutes to help us

with a review. A win-win! :)

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

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06 The NPS tool that we use has been able to bridge the gap

between customer feedback and our assumption (that customer are happy with our services). We have a strong

“

bonding with our customers but we never actually had data that could confidently say that they are happy, except emails from them but by using a tool, we've been able to brilliantly pull customer experience level through the NPS. For Promoter – When we get any positive feedback we try

Jeneson Pde

Team Leader Presentation Design Chillibreeze

to publish that on the website.

For Detractors – We try to find out the root cause of their problem, then we worked on it and resend the survey to know if they are happy with the experience or not.

07 We diligently track NPS for all of our users to measure

“

customer experience at various stages in our customer lifecycle. The Crunchbase support team reaches out to detractors to get a better understanding of their experience and provide input to our product team to guide our product roadmap to improve our user experience. We also reach out to our promoters to understand the most successful use cases so we know what people love and can make our Alexandra Mack Head of Marketing Crunchbase

@growthscoreHQ

product even better with our power users in mind.

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08

“

I think the quick answer is that we respond to all the feedback we receive (detractors and promoters) and then look for patterns in what people are telling us that can help us guide our development. We haven't asked anyone to do reviews or referrals as yet but I could see that being Greg Harper

something we do in the future, though.

09

Software Developer DevonWay Software

We are running our first customer satisfaction survey this year, and based on results we may tweak how we deploy to

“

gather NPS more often. We plan to use our NPS as a metric to review performance of our company at a high level, as well as our individual implementation and customer success

teams. Our goal is to make sure we are meeting needs of all our customer personas with our product and services. Using Reilly McClure Product Marketing Professional From Now On

NPS gives us a good leading indicator to see how we are doing and make sure we are empowering and supporting customers who are not just “satisfied” but are also helping us tell our brand story and grow our business.

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10 Like other metrics, the power of NPS lies in making its insight actionable. At Geckoboard, we review every single

“

survey and reach out to detractors and promoters who are generous enough to leave a comment. Doing this ensures that the product team has a better understand of whether the features they're adding are having a positive impact or not. In the support team we can see if users are /aren't delighted and spot any previously unseen issues. Finally, the marketing team can see if they're attracting people with the

Luis Hernandez

VP Customer Success Geckoboard

right goals and identify advocates who can help attract the next set of customers.

11 NPS helps us identify who are our promoters and we offer

“

them the chance to join our advocacy program. With our detractors, we reach to understand what is not working and try to find solutions. So NPS is both a great aggregate gauge of customer success but also gives us the ability to leverage a tactical level with individual customer contact. Regardless Mike Linshi

Business Analytics Specialist Greenhouse

@growthscoreHQ

of the score, every survey response is an opportunity to deepen our relationships with our customers.

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12

Ben Christensen

Founder Handshake & Forbes 30 under 30

We don't so much incentivize "becoming a champion" but instead listen to

understand what the reasons are that someone wouldn't be an active

“

champion for the product. When you love a product you're going to tell your friends about it, especially if you know it fits a need they have. We focus on finding those reasons they aren't a champion and work with them to find solutions to any pains or frustrations that are present. We benefit from a space that is already very networked and community oriented as well, here - people are already actively speaking with each other and learning from each other for best practices, software, and ideas.

We also know not everyone is going to be a champion and aren't trying to build a product that does everything under the sun - so it's also about prioritizing and focusing on the right-fit customers.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

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13

Maranda Dziekonski

Vice President of Customer Operations HelloSign

Here at HelloSign we take customer satisfaction and feedback seriously.

“

NPS and feedback are only metrics unless you put action behind them. We break our NPS scores out into segments, read and categorize all of the feedback, and use that information to help inform all areas of the company; from how we build the product, to the customers we sell to, and ultimately how we support their success. The NPS scores are shared companywide with the mindset that everyone owns the success of the customer. Of course everyone loves the promoters (it helps us know what are doing well so we can keep at it) and wants more of them, but the detractors are just as important. They are giving you the honest non-filtered view of your areas of opportunity.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

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14 To measure NPS is critical to our business, simply because it will tell us how great/bad the overall experience with our customers truly are.

But it doesn’t end with having your customers submitting a score.

““

What you need to understand is “Why” someone chosen to rate you in a certain way. If it’s a detractor, what’s the underlying cause of his/her low rating.

You need to follow this up with a relevant question, to then even potentially getting in touch with a customer to better understand their negative experience. The same is for promoters, what’s the main reason for their great score. Then the focus should be to nurture that

relationship since you want them to spread the word of the positive experience they have with your brand.

Jon Malmberg

Director of Demand Generation Hotjar © 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

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15

“

Our company looks at the high-level trends and aggregates the data across the board to see if there are trends

(frequently mentioned products, etc.). In customer success, we look at each NPS response in our segments and see if there is an action we can take from it - like reaching out to a customer who says things are not possible in the tool, that we know are possible.

Jared Brewer

Customer Success Manager Hubspot

15

“

We use the NPS survey at the end of every single onboarding

to improve our work for our next customers. For instance, we have received feedback on the duration of calls and on some specific areas of support, and we've acted on this to Lexane Sirac

Inbound Marketing Consultant HubSpot

@growthscoreHQ

improve our customers' experience.

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16

“

Well the NPS #s metric as a "community temperature check" has allowed us to more actively and immediately correlate product changes with user retention and satisfaction.

However, the real value is in the combined power of written responses with that # score. Though we don't require a

written answer, those that do receive direct outreach to address gripes, and gratitude for praise. Not to mention our efforts to see and codify "neutral" folks, and make them into promoters via further outreach efforts/swag offers etc.

Cameron Seher

Growth Marketing Manager Inbound.org

17 Our users receive the NPS survey twice a year. It pops up in app at the bottom of the screen and if they don't respond,

“

they receive a follow up email. I think the most valuable part is the 2nd question in the survey which asks for the most important reason for their score. I've discovered bugs that some of our customers were experiencing that we didn't know about as well as feature requests. We were able to orchestrate auto messages that go out to promoters asking Bernadette Foley

Customer Success Evangelist Ilos Videos

@growthscoreHQ

if they'd be willing to give a testimonial or share a post on LinkedIn and detractors asking them how we can improve.

34

18

“

On the communications side, it helps us find pain points or confusion with particular features and allows us to craft new content or update existing content to help eliminate that pain point. On the support side, we reach out to every single person who responds. This not only helps us address any immediate issues that were brought up in the survey response, but it also helps us build stronger relationships with our clients.

Kaila Luttrell

Communications & Client Support imATHLETE

19

“

We use NPS to measure our potential of getting referrals, validating our PMF, getting potential quotes, improving our customer satisfaction.

Simon Toussaint Levesque Head of Marketing Inch

@growthscoreHQ

35

20 An NPS, which we supplement with an open text field, is something we collect from our customers at various stages

“

of their subscription. This helps us assess first impressions,

and understand how those impressions change over time both for a single customer and for a cohort. Not only does this help us track the relative changes in the number of our promoters and detractors over time, it also allows our

Dalmar Hussein

Head of User Research Instapage

product and customer support teams to reach out to customers who are having a less-than-desirable experience and find out what's really going on. Some of our best insights have come from those follow-up conversations.

21 We use it to validate changes to our product, understand pain points and really drive enhancements around product

“

and user happiness.

As a viral loop and network effect business, NPS is a core KPI we strive to improve, we use a number of different tools which use machine learning and AI to categorise feedback, Danny Denhard

Head of Product Marketing JustGiving

@growthscoreHQ

group together and really target reported issues and as importantly provide positive feedback and share internally over slack and email.

36

22

Charles Riley

“ “

Director of Marketing & Communications LawleyInsurance.com

We handle detractors by researching each case and reaching out asking what we can do to help change any of the issues they face. Sometimes, the issue is strictly cost, when there is not much we can do about that, however we still use that interaction as an educational opportunity. For promoters, we started building a referral system to use that list to try to nurture referrals from happy customers. Just thanking them for the positive feedback and their business is a nice opportunity for a touchpoint with

them. Our team is invested in the scores they are personally responsible for, which has been a nice byproduct of utilizing Net Promoter Score. It’s really simple to use and start up, and we gave the team template scripts to use for follow ups to make everything as simple as possible.

© 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

37

23

Daniel Zieliński

Partner Marketing Manager LiveChat

What is great about measuring NPS for LiveChat is that it gives the opportunity to identify all of the customers (promoters) who are willing to

“

go the extra mile to share their positive experience with our service. This provides our marketing team the edge they need to approach them and let them know how and to whom they should recommend LiveChat to.

Additionally, NPS is useful when it comes to giving customer support and refining product roadmap. Although LiveChat is easy to use, customers occasionally run into questions when working with the app. What we’ve noticed is that our customers use the optional open-ended question that follows to ask us for help, or to develop features that would come in handy.

As a result, we use customers' feedback to build requests and improve our service.

© 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

38

23

Promoters are part of a growth engine at LiveChat. If someone has told us they are willing to promote your service, we know they will keep buying and

“

referring others. And what we are doing is we are making them most of them by telling them explicitly how they can promote us. So, we are asking them to leave us a review on G2 Crowd, Capterra or GetApp just to name a few.

Our game plan for detractors is quite simple, we reach out to them the fastest we can to find out what makes them unhappy. We want to make them feel like a priority. With a little bit of personal attention, this often leads to turning them into our promoters.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

39

24 NPS has been going well for us. We’re reaching out to 4 of our active users a day, setting a only ask once every 6

“

months for them. As a team we send a personal email to every person who responds.

Core is that we always treat it as feedback and never make them feel bad about their score. Being a SaaS, I’ve got the team treating Promoters and Passives the same and thanking them for their feedback and asking how we can continue to earn their praises in the future if they don’t

Mark Adams

Strategic Account Manager Local Measure

provide any comments.

We also log all of our ratings in Intercom and Zendesk so that we can query who our promoters are for when we want to do beta releases or other type of what we’re calling “ambassador” type uses. Our Account/Client Success teams

“

are the only ones who get notified on individual response. I report out quarterly to our senior team on what our 6 month trending score is. We found that when we first

launched there were too many “fire drills” if a Detractor or Passive came in. They’re very rare, and people were panicking way too much, so we took control back on who can see the individual responses.

We also pause the system during holidays to make sure we weren’t spamming our clients when they were likely on leave.

@growthscoreHQ

40

25 We use NPS in a few different ways.

“

In looking through responses we often find small bugs or issues with customers that our customer support team solves.

We also find feature request and improvements to make from a product perspective.

Lastly from a marketing NPS responses are often great testimonials. We use the exact responses as testimonials on

Sujan Patel

Growth Marketer and Co-founder Mailshake

Mailshake.com/testimonials

26

We send NPS surveys to our users 14 days after their signup. We monitor our score weekly, and we look deeper at the detractors and the reason they picked the score they did. With the score, our users can choose between several options like: “I am still

“

evaluating the product” or “Your product did not meet my expectations”. In addition, they can fill an optional field. We have a high response rate, thanks to the easy format of the survey. For each answer, we are notified (directly in our chat service and by email). We can then answer the customers to get more detailed feedback and redirect people who didn’t understand the product to the customer success team. Also, we Cyril Codron

Product Manager Mention

@growthscoreHQ

have a good idea about the major pain points of the users and make it possible to integrate the solutions into our roadmap.

41

27 For the Detractors, we have an email that is triggered for scores of 6 or less that reaches out to ask the client what

“

they felt could have been better

We're already getting some great feedback in!

For the promoters - we still haven't actually worked this out but were thinking of sending some kind of simple thank you gift (letter with a few Mish stickers in it etc).

Overall, I would just say that NPS surveys have been

Thomas Harding

Chief Executive Officer Mish Guru

brilliant for us and is something I can highly recommend for others looking to get insight into how clients perceive your product.

28

“

Yes, we engage with promoters. We've asked them for things like putting reviews on G2Crowd, building case studies, joining beta programs, gathering product feedback, etc... Our Product team and Customer Advocacy Manager have access to the NPS data so they can slice and dice it to get feedback Ryan Hoskin

Senior Director Customer Success & Support Pagerduty

@growthscoreHQ

and to engage with users.

42

29 Bethany Fagan Marketing Manager PandaDoc

NPS is one of the tools we use to receive feedback from our customers.

When we process all of the feedback from detractors and promoters, we will

“ “

often segment it. The segments with promoters are sent to the marketing team. Our marketing team increases (or distributes) budgets to these

segments to attract new users.

Segments with detractors are sent to the product team. The team then combs through to find which features are frequently mentioned. The features that are requested and the detractor feedback that can assist other segments are then sent to dev to decide if we will place them into our product roadmap and implement them.

After a product release, we usually wait 3-4 months and then measure how NPS is changed for chosen segments.

© 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

43

30 Gülsen Geçim

Customer Experience Manager Paraşüt

We've automated the NPS process between two platforms in a way that we e-mail our customers in every 3 months to check on their satisfaction score.

“

We are also getting every single answers to our team communication tool through an integration, thus every single team member reads what our customers say about us in real time.

Our support team check that channel daily and currently calls out only detractors (we call neutrals & promoters only if their comment indicates they need onboarding or operational support).

We have a referral program (where we award both referee & referrer) and ask our promoters to refer us to fellow companies. Sometimes, we get permission and use their quotes on our website and social media.

© 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

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31

Justin Wiesenfeld

Customer Success Guru Piktochart

Here at Piktochart, we use NPS to ensure that all of our Pro users i.e.

our paying customers, have a voice in telling us what's going right or

“

wrong for them with our product.

For all of our responding users, regardless of whether they are scored as a Promoter, Passive or Detractor, our Customer Success team reaches out to acknowledge the time they took to answer the NPS

survey by saying thank you for the score and feedback, and offering advice or direction if necessary. From there, they tag, categorize and aggregate the feedback so that they can identify strong aspects of the product and highlight glaring gaps in Piktochart and eventually deliver actionable guidance to our product team.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

45

32 We are an enterprise business SaaS company and have very

“

little contact directly with end users. Instead, we mostly deal with the program administrators at the different companies.

The NPS software we use allows us to tailor the messaging for each company differently since most end users don't know who we are, so saying this is coming directly from PostBeyond wouldn't be very useful. I've found that end

users are a great source for quotes. However, if the program administrators are promoters, they are great for referrals

Dovi Kregersen

Customer Support Lead Post Beyond

(on sites like G2Crowd) and for doing case studies.

The NPS software we use also allows easy responses to promoters and detractors, with buttons in the app itself allowing us to directly email users, ask permission to publish their comments, and post them directly to the location of our choice.

“

We have also set up automatic notifications so that any time a detractor score is input, and that detractor is tagged a certain way (which we've set up in advance while uploading the list of users to NPS), that account's CSM and I both get an email saying that this score came in and to contact that user ASAP to figure out how we can help. This allows us to address concerns really quickly before things get out of hand and make our customers know that their voice and opinion matter.

@growthscoreHQ

46

33 There are a few significant benefits to using net promoter and while most people focus on the score it is just a number

“

and the more important barometer is the direction that number is heading in , obviously heading in a positive direction is the goal.

Net promoter allows you to immediately identify people that are not happy with the service, for example if we get a

Jeremy McClure IT Manager Property Brokers Ltd

detractor they get an immediate follow up phone call from

myself to apologise for dropping the ball so we can hopefully turn them around into promoters.

We think a detractor is someone that will shortly become a

“

promoter… and in some cases if you do the right thing by a detractor and involve them in fixing a problem they can become some of your best promoters.

Promoters are solicited for feedback and we use this as a morale booster for the team we don’t really fly the flag ourselves to the wider company but we are happy for someone else to.

@growthscoreHQ

47

34

Patrick Edmonds CMO Proposify

“

After completing the NPS survey we segment our customers.

Promoters are asked to provide reviews through automated emails, and detractors are sent to our customer support team, who are able to ask what the issues are and try to fix them.

@growthscoreHQ

48

35 NPS is a great way for us to test the temperature of our customers.

When we get a detractor we are very proactive in reaching out and figuring out what the issue is, unless they have already let us know.

We find that the majority of the time it is an easy fix with some

““

education and training.

When it comes to promoters this is a great way to find customers that will do more for your business. We obviously reach out and thank them but I also put them on a list for case studies, reference calls and beta groups. Not all customers that give us 10's want to be apart of these but a lot of them do, actually some of our best

participants in these types of things are our 7,8 and 9 customers.

They tend to shoot us straight and are harder on us from a product standpoint. My team does a great job in the onboarding process and in support, we have managed to keep our NPS score in the 60's over the last 18 months.

Adams Messick

Customer Success Manager Rival IQ © 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

49

36

“

At Segment we use NPS to build a strong presence on review platforms like G2crowd and others. We ask promoters to leave a review for us on these platforms, and we detect and identify the customers who extended their support by leaving us a review, and then thank them through a swag via Printfection. All of it is automated through Zapier and it’s been a quite efficient process.

Guillaume Cabane VP Growth Segment

37

“

For marketing, we've used it as a guide post to ensure that our messaging sets the right expectations for prospects, so that if they do become customers the product meets all their needs and there is no disconnect or confusion.

Jennifer Hayward

Content Marketing Manager Signpost

@growthscoreHQ

50

38

Dakota McKenzie

ex-Corporate Sales Manager Sumo Logic

This is certainly not the only use case (or the only reason we use it at Sumo Logic), but our sales team uses it to monitor the health of their customers

“

without sending a periodic checking in email, or making a quick call.

One way we do this is by using a Slack integration with our NPS surveys.

Each sales person on our team has flagged/set up notification rules for when their customer is mentioned in our #NPS channel.

Example: Any time someone from "domainexample.com" completes our survey, the rep will be notified that someone completed the survey, and they

can review the customer's score and comments.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

51

38 Although it is not an end-all-be-all solution, it allows us to gauge the customers experience and perception of our organization without constantly checking in. This is especially helpful when the customer writes a poor review. It allows us to be more proactive and solve

“

problems immediately, rather than losing control of the situation.

When things are going well, it's always great to ask why they are happy with our solution. Sharing positive remarks builds morale within the organization, and allows us to build stronger champions by finding ways to make them even more excited about working with us.

Overall, it allows us to have a better conversations with customers to better understand what they like and dislike about our service, and how we can better support their efforts on a daily basis. By addressing something specific, it allows us to be prescriptive and build trust amongst our customer base to ensure higher satisfaction

on a daily basis.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

52

39 As part of our NPS surveys, we also gather data like how our

“

customers found us, what nearly stopped them from using us, and what convinced them to use us. This data helps us build better features and refine our marketing. For example, if customers let us know they were referred by a certain blogger, that's a signal for us to create a partnership with that blogger. If we see a trend in what convinced them to use us, like our customer support, then that's what we promote more in our campaigns and put more resources to within the company.

Siddharth Bharath VP Growth Thinkific

40

“

At Time Doctor we're constantly looking for ways to stay closer to our customers, our customer success team always follows up with detractors and promoters to learn about how our customers really user our product. NPS has become an industry standard way of keeping our finger on the pulse of the Mick Kitor

Director Partnerships & Affiliates TimeDoctor

@growthscoreHQ

product. We share the NPS score with all departments internally and it's often a discussion point.

53

41 We segment our NPS not only by plan, but also by persona and milestone (we send it to each users at 3 different

moments during their journey: 1 month, 6 months and 1 year after they subscribe). With this segmentation, we’re able to provide feedback to the Product team with the

Angela Guedes Dias

Customer Experience Manager Typeform

main feature requests and pain points, prioritized by Plan and Persona. It also helps our Customer Success team to improve Onboarding and our Education documentation based on the feedback we receive from the 1 month milestone.

“

We tracked the churn rate of promoters, passives, and detractors. We found that promoters and passives behave similarly, and are less likely to churn, so we decided to use a low-touch approach by sending them semiautomated messages thanking them for their feedback.

We also take this opportunity to invite our Promoters to share their feedback via Twitter.

As for Detractors, we found that they are more likely to churn, and as such we decided to take a high-touch approach and follow-up with them individually. We therefore setup a workflow so that all replies from Detractors automatically create a support ticket assigned to our Customer Experience team. This way, we can understand their concerns and engage with them, offering a solution whenever possible.

© 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

54

42 We read every piece of NPS feedback we collect. We'll often reach out to our promoters to understand what has helped

“

them be successful so we can look for and nurture those qualities in our other customers. It's also an opportunity to tell our promoters stories through case studies and testimonials. It's a wonderful feeling to promote our own customers for the success they've been able to see with Unbounce.

Ryan Engley

We're equally grateful for the feedback we get from

VP, Customer Success Unbounce

detractors as their critical feedback helps us to improve. If

we've made a misstep or haven't executed to the level we expect of ourselves, our detractors keep us honest.

ometimes we're able to reach out to these customers to proactively solve problems and other times, we'll follow up to say "hey, we didn't meet your expectations this time and we're sorry. We are committed to doing better for you."

“

Breaking down digital barriers and building connections are fundamental to the work we do.

Our NPS feedback is displayed on dashboards across the office both quantitatively as rolling scores, and qualitatively as revolving written feedback. These dashboards spur discussion and improve customer focus on all teams. One of our guiding values is to never do anything that would knowingly hurt our customers and shared NPS dashboards help keep us all accountable. @growthscoreHQ

55

43

Megan Nemeth

Director - Marketing & Communications Velofix

We implemented NPS scoring back in September as a way to track internally how we are doing. We are growing quickly and this metric helps ensure we are performing at high standards.

“

We have a customer service representative that contacts all detractors and passives to ask about their service and how we would have made it better or how we can make it right.

We also contact promoters and ask if we can publish their reviews on our website, on social, etc. This helps with the social affirmation a lot of online purchasers look for.

We are trying to implement more of an external review application at the same time, but have not done so yet.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

56

44

Jeff Saunders

Customer Success Manager Vidyard

Vidyard leverages our NPS scoring both in-app and also through a CSAT survey sent to our customer base periodically through the year.

“

With our promoters we add them to an advocacy portal we call the Green Room. The Green Room is a place for our advocates / promoters to develop a sense of community amongst our most engaged customers. Within the portal our users share stories about video, best practices with Vidyard, and non-industry topics like their favourite song / movie / viral video / etc. We try to gamify the experience by offering challenges to the members.

Completing these challenges gets you points for rewards like Vidyard Swag, Amazon Gift Cards, and charitable donations on your behalf.

We manage all of our detractors in a list that is directly tied to their contact record within Salesforce.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

57

44 Upon completing a survey, a negative score will create an alert for the corresponding account owner (CSM) to reach out to that contact with a personalized video message using Vidyard's ViewedIt . The goal is to understand the reason for the low score, and how we can help to rectify their pain points with the Vidyard service.

“

NPS is a measure that is monitored, tracked and displayed each week both at organizational level (through a company standup meeting), and at an

executive level. Fluctuations in the scoring and the corresponding comments associated with the promoters or detractors are used to try to develop an understanding of what we are doing well and what requires enhancements on our end.

Each department is well aware of our NPS scoring, and as mentioned previously it is on display during an company wide meeting each week.

This helps with transparency across all lines of business, and gives us all the opportunity to gain customer perspectives / opinions (good or bad) on a weekly cadence.

Š 2017 GrowthScore NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc.,

@growthscoreHQ

Satmetrix Systems, Inc. and Fred Reich held.

58

45 At Zapier, we use NPS as one sector in helping to create a

“

360-degree view of the customer experience. We use a tagging system to categorize all responses that contain

feedback, whether that be positive or negative, and from there, we look for trends and segment those trends by various customer attributes. This allows us to start piecing together parts of the customer journey and report painpoints and successes to respective teams. The insights we

Jess Byrne

Head of Customer Success Zapier

find here help us tell a story about our users in an effort to continuously improve their overall experience with us.

With promotors, specifically, we pay attention to the language they use when talking about the product, whether

“

that be the words they use to describe the product or what kind of value Zapier brings them. For passives and detractors, we start building trends around things that are leading to a below par experience, narrow our scope, and propose ideas on how to fix them. At the end of the day, though, we find all feedback, regardless of the score, to be

helpful in improving all aspects of a customer’s experience.

Sometimes we learn what we need to fix and other times, what we need to keep doing.

@growthscoreHQ

59

46 A company’s Net Promoter Score is a good indicator of its future growth.

“

In addition to measuring customer satisfaction of our core product, we also ask questions to better understand their full tech stack.

We want to understand which technology solutions (in addition to Zendesk) drive their business and how our partner integrations can improve their current workflows.

Brianne Kimmel Growth Marketing Zendesk

By asking open-ended questions such as "What products or tools are you currently using" or "Have you ever switched products or tools?" we get a holistic view of our customer's

tech stack.

“

Both qualitative and quantitative feedback from promoters help inform our strategy for apps, integrations and jointpartner activities.

From a competitive standpoint, we also ask similar questions to competitive product users and opportunities lost.

With these insights, we create personalized recommendations and convert our competitors' detractors into Zendesk advocates.

@growthscoreHQ

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CONCLUSION The true indicator for customer satisfaction and loyalty is when users refer

your product and share it with their friends, family and online followers without much persuasion. When they do so, they indicate that they’ve benefitted from the product and they want others in their network to also experience the same.

NPS is the most simplest and straightforward tool to gauge a customer’s satisfaction. But that’s just one way to look at it. It has been over a decade since the metric was first launched, and since then the way companies use it has changed significantly. Today it not only helps them in improving their customer experiences, but also helps them in building better products.

Because loyalists or promoters are important for profitable and sustained growth it is significant that online businesses build an effective strategy to leverage them.

We sincerely hope that the tips and approaches shared by the amazing Marketers, Product Managers, Sales, Customer service and success teams quoted in this E-book can help your in identifying the gaps in your current NPS strategy and make it better.

About GrowthScore GrowthScore redefines the way businesses identify happy customers and helps them drive reviews, referrals, testimonials and case studies, completely automated.

Learn more: https://growthscore.io |

growthscore@appvirality.com

Writing ~Taru Bhargava, Design ~ Shiva Kumar, Strategy ~ Laxman Papineni, Manohar Kiran, Nayan Kumar

© 2017 GrowthScore by AppVirality Inc. NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.