July 3, 2018
Net Promoter Score (NPS) is not a metric. It’s an imperative for action. With the Delighted integration you can take action on a metric critical to your success.
Most NPS surveys are batch-and-blast affairs. You import a list and send surveys to every customer. But this ignores the fact that your customers are at different stages in their lifecycle. What you want to see is promoters, detractors and passives at the same stage. For example, 90 days after they become a customer or when there is 5 days left of their trial. It’s understanding sentiment at these key moments that becomes critical to improving your customer experience.
Today we’re announcing an integration with Delighted. It allows you to send NPS surveys at exactly the right time and action customer feedback. You can now incorporate NPS at exactly the right moment in your customer journey.
There is a few tricks to setting up and capturing NPS responses so when setting up this integration make sure you read the instructions carefully.
Here is a look at Delighted shapes:
When to send NPS
There are different moments in the customer journey when it makes sense to send NPS surveys. These are generally moments of truth where understanding a customers likelihood to recommend your brand is critical. Knowing what worked and what didn’t can help you not only improve the customer experience, but improve both conversion and retention. Here are a few examples:
90 days after someone becomes a customer
A moment of truth in the customer journey is 90 days after someone becomes a customer. Detractors at this point are likely to churn and correcting their problems will improve customer retention. Inversely promoters are going to be your best advocates for word of mouth and review sites (more on how to automate this shortly).
5 days before a trial ends
NPS can help you create a high converting trial experience. Study what went wrong with detractors and use their feedback to improve. You’ll be surprised at what you learn!
After their order has been completed
Repeat buyers are essential to any business. After every order is complete you can automatically send an NPS survey to understand the customer experience. Promoters are likely to recommend your service and detractors will help you improve your process.
Automating NPS follow up
Understand what went wrong
When you have detractors it’s important to understand what went wrong. It gives you the opportunity to not only learn, but make things right with the customer. Delighted NPS has a great inbuilt feedback feature but sometimes customers don’t elaborate enough. This is why we recommend sending a personal outreach every time you have a new detractor:
Ask promoters for help
Often when we look at NPS responses we focus on the negative, but it’s important to recognize positive feedback as well. Promoters not only make your team feel great but they can help you grow your business. Online reviews have become critical to the decision making process when purchasing online. This journey automates asking promoters to help your brand by reviewing you online.
What is NPS again?
If you’re unfamiliar with NPS or need a refresher start here:
- why everyone’s obsessed with their net promoter score; and
- 3 trends that made the Net Promoter method mainstream; and
- how to grow your bottom line with net promoter score data.
Net Promoter Score (NPS) is a widely adopted rating system between 0-10. Customers rate how likely they are to recommend you on a scale from 0 (extremely unlikely) to 10 (extremely likely). Once you have all of this data you can segment your customers into three groups: promoters, passives and detractors. A typical NPS survey looks like this:
The Delighted NPS integration is available to all customers today on every subscription plan. We hope you find this integration useful for improving both conversion and retention.