1) The document discusses how to get the most out of an NPS project by providing insights from Typeform's experience implementing and analyzing NPS surveys.
2) Key lessons learned include segmenting customer data like plan, country, and milestone in surveys; tagging qualitative feedback; and analyzing NPS scores alongside financial metrics like churn.
3) Getting the most from NPS requires not just collecting scores but taking action on feedback, prioritizing customer-requested features, and demonstrating the impact of NPS on important metrics like churn.
7. What is Net Promoter Score (NPS)?
• 2-question survey
• Likelihood to recommend 0-10
• Follow-up question
• Objectives
• Quantify customer loyalty / satisfaction
• Analyze qualitative feedback
• Engage with customers
8. Experiment: 1-off campaign
• Sent to over 11k customers
• Mix of paying and free customers
• Selected most active users
• Expecting 7% response rate
NPS version 1.0 | Segmenting customers
10. 13.8%23.6%
58.4%
11,201 2,639 1,540
• 14% response rate (double expected)
• Most responses within 2 days
• Responded to everyone! It took 2 weeks
• Very few re-engaged with us after email
• Tagged customer feedback
• Interesting insights from customers
• Positive feedback is motivating for team
• Tweets generated 100+ new signups
NPS Version 1.0 | Outcomes
11. Failed to collect 42%
of NPS Scores
We drowned in tickets NPS tickets created a
mess in Zendesk metrics
NPS Version 1.0 | Take-aways
20. Customer Voice | Overview
TICKETS
Pain points
1. Pro trial
2. Performance
3. Build panel
Feature requests
1. Calculator
2. Analyze/Results
3. Integrations
Build requests
1. Calculator
2. Payment field
3. Logic jumps
NPS
NPS Score: 33
PRO NPS: 56
NPS @ 1 month: 33
NPS @ 6 months: 37
Legend
Bug-related tickets
Other tickets
USER CHURN
December X%
Monthly X%
Yearly X%
Churners who gave feedback: 21%
Churn due to project end/break: 53%
-X%
-X%
-X%
MOSTPOPULAR data from Q4 2015
Notes:
1) XXX
2) XXX
3) XXX
CSRECOMMENDATIONS
Customer Voice
1. Analyze / Results
2. Calculator
3. Payment field
4. Ranking field
5. Save partial responses
In a sprint
On the roadmap
Not prioritized
21. • Churn impact
• Promoters churn less
• Passives and Detractors behave similarly
• Non-respondents churn most
• Know which customers to focus actions on
• Justify cost of projects which will have positive effect on NPS
Analyze NPS with financial data | Net MRR churn