NPS, or your Net Promoter Score is a gold mine.
Kaitlin Rust | Enterprise Customer Success Manager at Clickup
“Making your customers feel heard is essential for any company trying to grow customer loyalty. NPS is a game-changer for a Customer Success team working towards building relationships with customers. We leverage NPS to gain constructive feedback about our product, optimize engagement, and identify trends across the customer journey. It will help you achieve the big picture about your customers and uncover opportunities to enhance the overall customer experience.”
Chitra Madhwacharyula | Director, Customer Success at Couchbase
My team leverages NPS to minimize churn by
- Combining NPS and CSAT surveys to ask for well-rounded feedback about customer experience with our products and services
- Asking the right questions to track the pulse/temperature of our customer base to identify patterns and themes for what we are doing well and where we need to improve
- Creating a function-based action plan based on findings from customer feedback analysis with alignment from relevant functional heads (Product, Support, Engineering, etc.)
- Completing feedback loop with customers by Thanking unhappy customers for their feedback and providing them actionable next steps on their grievances Thanking happy customers for their loyalty and partnership and requesting referrals/testimonials Sharing regular updates on progression on identified action items with relevant customers
- Thanking unhappy customers for their feedback and providing them actionable next steps on their grievances
- Thanking happy customers for their loyalty and partnership and requesting referrals/testimonials
- Sharing regular updates on progression on identified action items with relevant customers
Christopher Brown | Director of Customer Success at Fulcrum
At Fulcrum we have most of our NPS plays automated to ensure that nothing is falling through the cracks.
Hiram Damin | Head of Customer Success at APIPASS
Net Promoter Score, if done well, works as a compass that points to new decision-making within the company.
Kia Puhm | CEO & Founder, DesiredPath
Best-of-breed companies leverage all forms of customer feedback , including NPS, to continuously improve their products and services, increasing customer experience and revenue retention as a result. By formalizing a practice of responding and adjusting to feedback, these companies are able to reap the benefits of a customer-centric practice to their competitive advantage.
NPS Is An Opportunity
If your company utilizes NPS, treat responses like gold. Whether they were detractors or promoters, they cared enough to give you feedback about your product, which means you have the opportunity to make a positive experience.