beyond nps: what net promoter scores really say about customer service
TRANSCRIPT
Beyond NPS: !What Net Promoter Scores Really Say
about Customer Service!
Tim Maly, COO & CFO 10 March 2015
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Gone Are the Days of “Talking At” Customers & Employees
We are updating
healthcare benefits
We have a new
product
3
How do I make a 401K contribution?
Welcome to the Days of Everyone “Talking At” Organizations
I would like a new
assignment.
What’s our parental
leave policy?
Can I get personal leave?
I’m having trouble with my boss.
I love the new review process!
Our records should be electronic.
What is your return
policy?
The latest version doesn’t work.
The item shipped was poor quality.
I would not recommend
this company.
I’d like to see more options.
Do you share my
info?
How can I sign my
friends up?
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glassdoor
Overview | Reviews | Salaries
Overview | Reviews | Salaries
Refine Results
All Company Ratings80Cookie Tracker
Host Name Path Length Cookies
www.facebook.com /xxx/xxxxxxx 217 10
www.google.com /xxx/xxxxxxx 180 5
www.ask.com /xxx/xxxxxxx 58 9
www.twitter..com /xxx/xxxxxxx 75 25
www.mashable.com /xxx/xxxxxxx 102 15
www.zendesk.com /xxx/xxxxxxx 90 8
www.facebook.com /xxx/xxxxxxx 25 2
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www.facebook.com /xxx/xxxxxxx 89 8
www.facebook.com /xxx/xxxxxxx 20 35
To:
From:
Subject:
To:
From:
Subject:
Ask Questions for Effective Conversations
What change would
improve our service?
What benefits do you most
value?
Would you recommend our product?
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Questions Lead to the Right Decisions
I would like to sync my contact list.
Yes, I am extremely likely to.
National product roll out approved
Increased customer satisfaction with new
feature
Increased employee retention with added benefit
Parental leave is
most important
to me.
Would you recommend our product?
What change would
improve our service?
What benefits do you most
value?
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A single number to track business performance
Widely known measure of customer loyalty
Track over time or compare against competitors
The Value of a Net Promoter Score
Simple Standardized Benchmarkable
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Nextdoor Uses NPS to Improve Member Satisfaction
! Nextdoor is working on product changes based on feedback from the NPS survey
! Analysis of NPS survey results is now part of the product roadmap development
! NPS is now a core metric the company tracks along with typical metrics like unique users
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NPS Combined with Customer Data Impacts Business "
! Drive happier customers
! Improve team performance
! Resolve service problems
Net Promoter Score Other Data Sets Business Impact
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A Simple, Powerful Survey Platform Now for Enterprises ""
Powerful for Teams
• Data ownership • Trusted security • API Integrations
Easy for Organizations
• Robust reporting • Brand control • Collaboration
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Salesforce and survey data side by side
! Identify opportunities
! Improve team management
! Set business priorities
The Leaders in Surveys and CRM – Now Together
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Connecting Data Between Surveys and Salesforce is Simple
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Select a survey Customize email Schedule survey See data in Salesforce
1! 2! 3! 4!
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Select a survey from your account then customize a
message to recipients
Access Your SurveyMonkey Surveys Within Salesforce
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Set up triggers to send surveys to the right audience at the right time
– OR – Schedule recurring surveys at
intervals to create benchmarks and track performance over time
Configure Rules for Survey Deployment
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See Your Data and Take Action
NPS by Account: !Track customer loyalty over
time
• Identify happy customers: Encourage customer advocacy
• Address unhappy customers: Correct negative experiences
NPS by Rep: !Enable team
management decisions
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Access and monitor your data on the go with the Salesforce1 mobile app
Get This Valuable Data Anytime, Anywhere
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Improve Employee Engagement
Test New Products
Understand Customer Satisfaction
Increase Job Satisfaction
Great Organizations Have Conversations with Customers
I would like the option to
sync my contact list.
Yes, I am extremely likely to.
How can we support your career
development?
I would like more
opportunities for
professional growth.
What benefits do you value most?
Parental leave is
most important
to me.
Would you recommend our product?
What change would
improve our service?