Going Beyond Net Promoter Score Results

October 26, 2016 Mathilde Augustin

SaaS Tattler 96: Going Beyond Net Promoter Scores SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores

Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two. However, the discussion isn't about the score itself, but about what it means to your team, and what you do with it. Because there's more to NPS surveys than meets the eye, we've decided to dedicate this week's tattler to the discussion surrounding them, from their unintended psychological effects on customers to the unexpected ways in which industry leaders are using them, let's take a look at the ins and outs of Net Promoter Score results.

Customer Psychology And The Unexpected Power Of Surveys

What if your surveys were having unintended consequences? Lincoln Murphy argues that this often happens by overlooking the psychology of surveys. It is important to bear in mind the effect the survey itself will have on those you are subjecting to it.

The reality of the situation is if they’re upset and they get to voice and otherwise re-commit to that negative belief around your product [...] we may be enabling consistency where we otherwise don’t want it to exist.

Customer Psychology and the Unexpected Power of Surveys

NPS Isn't Enough: Why Combining It With User Research Improves Customer Loyalty

Net Promoter Score results can tell you a lot about how your customers are feeling about you, but they don’t necessarily tell you why they are feeling that way. Jennifer Winter argues that you can go beyond NPS and improve Customer Experience by combining them with user research.

Self-reported data is notoriously inaccurate, which means just because your customers say they’d recommend you, that doesn’t mean they will.

NPS isn't enough

Why Net Promoter Score Benchmarks Don't Matter

Everyone wants to know how they compare to others, and this is even more accurate when there are “grades” involved. Net Promoter Score results are no exception, how many of us have googled industry benchmarks to know how well we are doing compared to others? In this article, Andrew Todtenkpf explains why there is no “good” or “bad” NPS score, after all, aren’t we all just competing with ourselves?

Constantly strive for internal improvement on your numbers from previous months and years.

Why Net Promoter Score Benchmarks Don't Matter

4 Interesting Ways Slack & Others Are Using Net Promoter Score Data

So, you got your score… now what? The most successful companies are those who take NPS data and use it, so Nichole Elizabeth DeMeré looked into the ingenious ways 4 industry leaders are using their NPS.

Think of NPS, or Net Promoter Score, like rocket fuel. If you leave it alone, it won’t do much. But when you load it into a responsive, proactive, customer-driven company: blast off.

4 Interesting Ways Slack and Others Are Using NPS

Best of Customer Success Today:

Customer Success requires involvement in many different areas of the product-user relationship that can impact both retention and revenue. So how do you decide what to measure? What KPIs would you attach to be able to determine the success of your CSM’s work? SaaS Customer Success Metrics – What to Measure to Drive Growth

Although you can never retain every single customer, you should always aim to improve your customer retention strategy. It's the easiest—and the cheapest—way to lift your MRR and help your business scale.  It's Not Over 'Til It's Over: 5 Ways To Get Your Users Back

Take a moment and think back to the last SaaS app you signed up for. Do you remember any emails you received post-signup? More importantly, do you recall logging in and taking action on the content of those emails? If the answer is yes, consider yourself in the minority. 9 Powerful Customer Success Emails Your SaaS Needs To Be Sending

 
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About the Author

Mathilde Augustin

Mathilde is a Digital Marketing Analyst at Amity. After moving from France to complete a degree in Political Science from McGill University, she decided to settle in Toronto in order to pursue her passion for Marketing and Tech.

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