You have your NPS score – now what?

Numbers are a favorite way to express things. We feel we can better understand and control abstract concepts by assigning them plain numerical values. Higher values are associated with higher quality, which is a preconception that marketing often exploits (“The sequel will have more explosions CGI dinosaurs !”).). However, they can be a valuable tool for any business if used correctly and analyzed. We recently conducted an NPS survey to prove this point. Fred Reichheld introduced the Net Promoter Score (or NPS) in 2003. It has been widely used since then to evaluate customer satisfaction. It is a great way to gauge customer satisfaction. A third-party perspective can do wonders and help you see things that you didn’t know. The score can range from -100 (nobody loves your product) to 100 (100% love it). The score is a good indicator of how well your product is doing. However, it doesn’t mean you should get a higher score. You need to pay attention to the feedback of others, regardless of whether it’s positive or negative.
These customers are those who give a low score. This is usually due to a bug, poor communication with support or an app design that doesn’t fit them. Some people are simply frustrated that their boss forces them to use the software. If you are contacting detractors, it is important to review all previous contact with them, including tickets and conversations. We decided to forward these people on to our customer support team because they have more experience in dealing with situations like bug reporting. Even though you cannot please everyone, it is important to see if you can make your customers’ experience with your product more enjoyable.
These people are the best for interviews. They won’t tell anyone that they’re great, but they won’t be blinded if you have a recent issue. We conducted interviews to discuss our product, its features and the worst parts, our experience with our employees, and so forth. They love your product but need something more. It’s almost like shopping. Everything about the product you love is perfect, but it lacks a feature, add-on or extension that would make it insta-buy worthy. You should focus on this group and show your support by giving them a push. Otherwise, they will soon become detractors and eventually churn.
Your biggest fans are the people who love you most. To find out what makes your product/brand valuable to them, you need to get in touch with them. We conducted a new survey with them to find out their motivations for choosing project management software. We also asked them about their experiences with the software. This was a different project and we’ll discuss it more in a future post. We combined the two surveys to find out what their motivations were for choosing project management software. We also asked them about their experience with other companies. You could offer potential reviewers gift cards or a discount on their next purchase. You can offer your potential reviewers something in return (gift cards, a discount on their next purchase, etc.). But don’t worry if you aren’t able to do so.