It’s fiercely honest feedback, identifies promoters, and boards love it - Deepstash
The Podcasting Ecosystem

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It’s fiercely honest feedback, identifies promoters, and boards love it

It’s fiercely honest feedback, identifies promoters, and boards love it

On a scale of 0–10, how likely are you to recommend this product?

You are asking whether they would subject their nearest and dearest to this product. And that brings out a whole other side of human character: Selflessness.

An NPS survey is the single best way to get a complete report on how your audience perceives your company. The obvious reason to use NPS is to identify your promoters so you can encourage and amplify their loud, enthusiastic voices that are the real ambassadors of your brand.

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It’s not a miracle solution

NPS works best within the context of a robust customer feedback & listening program.

For eg, Melinda Gonzalez implemented salesforce.com’s first-ever NPS program, and her process inclu...

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"net promoter score" is a metric measured by most of the fortune 100. many people expect NPS to do more than is realistic. Incorporating a brand advocacy program to encourage and leverage promoters is also a good idea.

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When companies start paying bonuses on NPS

At Sprint, 20% of employee bonuses are tied to Net Promoter Score. On the surface, that doesn’t seem like the worst idea ever. But think of it this way: Is your goal to improve a score, or...

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When customers answer The Question, but don’t see follow-through

The key is to listen, and then Proactively deliver what customers need to achieve their desired outcomes. This requires a net promoter cycle. If you don't take action based on results, you won't magically move the needle.

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When you put Baby in a corner (ie. NPS isn’t just a one-department thing)

  • Product Development uses NPS feedback to prioritize dev resources.
  • Marketing uses NPS to find and ask happy clients to join their advocacy programs.
  • Customer Service/Support uses NPS as a signal for when clients need outreach and support.
  • Sales uses NPS to identify ac...

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It’s easy on your customers

It’s easy on your customers

It’s one question and an open-ended follow-up. The follow-up “Care to tell us why?” question lets customers elaborate on their score.

They get to cut to the chase and tell you what is important to them in their own words. As surveys go, this is a great user experience. That’s why response r...

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Contending with a firehose of feedback

The open-ended response section of the NPS survey can become a repository for everything from Venting, to How-To questions. The beauty of NPS is that it has one job — don’t make it pull Triple-Duty as the primary communication outlet. If people are asking questions via NPS survey, it might indica...

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CURATED FROM

CURATED BY

davidga

Historic buildings inspector/conservation officer

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Attitudinal Metrics

  1. Net Promoter Score (NPS) - On a scale of 0-10how willing they are to promote you to their network
  2. System Usability Scale (SUS)- one of the most popular questionnaires used to assess the usability of a product. It consists of 10 state...

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