Gather Net Promoter Score (NPS) data from your customers and identify their likelihood to recommend. Solution also provides CTA’s and Playbooks that cater to Promoter, Detractor, and Passive Response.
- Automated NPS JO program – With the click of a button, download a fully automated JO program that can send out NPS Survey to your target customers.
- Standardized email templates that include the actual NPS Survey and “Reminder” email as a follow up if there is no response in few days from your customer.
- Recognize NPS promoters using a well-defined playbook – includes reviewing NPS comments, sending a Thank you note, and identifying if there’s a reference/advocacy opportunity assigned to Account CSM.
- Detractor NPS Rating – Respond to receiving low, “detractor” NPS survey ratings – includes reviewing NPS comments from detractor and other contacts within the company, contacting customer to acknowledge and discuss feedback, and creating and executing action plans. Assigned to Account CSM.
- Passive NPS Rating – Respond to receiving neutral, “passive” NPS survey rating – includes reviewing NPS comments, contacting customer to understand improvement opportunities, and executing improvement plan. Assigned to Account CSM.
Included Assets
- Surveys (1) – NPS Survey Question
- Email Templates (5) – Including reminder emails and promoter/passive/director responses
- Playbooks (3) – Best practices on responding to promoter, passive, and detractor responses
- Programs (1) – Multi-step Program to automate NPS Survey process by extending it to CTAs upon responses.