Successbloc

NPS: Net Promoter Score

Track NPS and referencability metrics and manage campaigns and plays associated with them
Categories:

Customer Experience

Publisher:

Totango

Published on:

July 21, 2020

Last Updated:

July 21, 2020

Data Security & Privacy:

Privacy Policy

Introduction to NPS

Use the Net Promoter Score SuccessBLOC to turn NPS to actions. This SuccessBLOC includes everything you need to run Net Promoter campaigns, calculate your NPS Score and present it in a simple way, and trigger the right action based on your customers’ responses. Once installed, this SuccessBLOC will give you the foundation you need to engage with all your customers based on their feedback.

This NPS toolkit allows you to:

  • Automatically trigger and send NPS surveys at key points throughout the customer lifecycle.
  • Measure your NPS score and analyze customer satisfaction trends to surface insights and improve customer loyalty.
  • Trigger the right action to respond to a customer  with automated emails that convert detractors into promoters and turn promoters into advocates for your business.
  • Implement playbooks that trigger alerts and follow-up action by your team when customers respond to a survey.

What's Included?

goals & kpis

Measure success for the customer and success for the business

Drive best-in-class customer loyalty

  • Overall NPS
  • % of Promoters
  • % Detractors
  • % Passives
  • Health of Paying Accounts
  • NPS by Customer Journey Adoption
  • Customers by Journey Established
  • User NPS Breakup

Maintain a high campaign response rate

  • NPS Response Rate

Manage and reduce accounts at risk due to low NPS

  • Total Revenue at risk
  • Percent of Revenue at risk

Provide a great CSAT experience

  • Overall CSAT
  • Average Onboarding CSAT

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Paying Customers
  • Accounts at risk due to detractors.
  • Users targeted by NPS Campaign
  • Users who provided a NPS response
  • List of Promoters
  • List of Passives
  • List of Detractors
  • Users by Journey Stage - Adoption
  • Users by Journey Stage - Established
  • Users who responded to CSAT Campaign

successplays

Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Plan for Detractors -> Promoters
  • Plan for Passives -> Promoters
  • Promoters -> References

campaigns

Automate your communications using campaigns to send automation emails triggered by various goals

  • Close the Loop - Detractor
  • Close the Loop - Promoter
  • NPS Survey - 1st Reminder
  • NPS Survey
  • Post Onboarding CSAT

Resources

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements

  • Customer Success Summit: Voice of the Customer (VoC).Are you Listening?
  • How to use the Voice of the Customer SuccessBLOC
  • VOICE OF THE CUSTOMER (VoC): ARE YOU LISTENING?

Setup your SuccessBLOCs today. Try Totango for Free.