NPS Improvement Program

Deploy NPS Loyalty Surveys through a CRM Program

Multi-step program to automate NPS Survey process by clarifying calls to action for CSM’s upon survey responses

Goal of Program: Identify and Mitigate Risk; Identify advocacy and potential revenue

• Set up NPS to run against a contract’s renewal date;

• 6 months before the renewal date, all users of the account will receive the NPS survey

• Users can be broken down into user personas of System Admin and Team Members to distinguish user feedback

• Email Templates created to send and remind users to complete NPS survey

• Email templates also created for Promoter, Passive and Detractor responses for follow ups

• Playbooks Created based on Responses

• Promoter Response

• Reply to the receipt of Promoter scores (9 or 10) by evaluating NPS feedback, sending a gratitude message, and pinpointing potential references or advocacy prospects.

• Passive Response

• Reply to the receipt of Passive scores (7 or 8) by examining NPS comments, reaching out to the customer for insight into enhancement possibilities, and implementing an improvement strategy that may include digital enhancement offerings.

• Detractor Response

• Reply to the receipt of Passive scores (6 and below) by assessing NPS comments, reaching out to the customer to gain insights into potential areas for improvement, and implementing an improvement strategy that includes meeting with key stakeholders, planning next steps for enhancements, identifying pain points and tracking progress for next six weeks.

• What do our customers get out of this?

• Build trust with our company when we respond to feedback, even negative feedback.
• Relationships built for networking and advocacy with our product

• What do we get out of this?

• Understanding who our detractors and promoters are
• Understand customer pain points and get insights for all departments of the business to understand the customer experience better