In 2003 Frederick F. Reichheld’s article in the Harvard Business Review called “The One Number You Need to Grow” lay the groundwork for the metric that was to become Net Promoter Score (NPS), a key metric for any company looking to improve customer success. In essence, NPS is one simple question which measures customer experience and business growth potential. The question is: “How likely are you to recommend us to a friend or colleague?” The answer is based on a scale of 0-10 and any score below 7 is considered an unhappy customer (detractors), while answers of 9 or 10 are considered champions for your business (promoters). A score of 7 or 8 would be labelled passives. You take the percentage of detractors and subtract it from the percentage of promoters to get your score. Use this calculator to get your score.
As a Customer Success Director, this truly is the one question to rule them all, because if there is one factor that you have to get right in your role, it’s to make sure you keep your customers, optimally you’d want to grow their business with you as well. While there are other ways to identify at risk accounts, you still want to collect feedback from your customer just after they have engaged with you, for example a website visit, a purchase or in this case, a customer service enquiry.
Are you capturing customer feedback on post telephone surveys?
With Natterbox, you as a Customer Success Director can customise your post call survey to ensure you capture the metrics that are important to you, for example NPS. Natterbox objects are populated 100% to Salesforce. This means that your customer’s post-call survey scores are stored as records in Salesforce and can be used in reports, on dashboards and can be viewed directly in accounts.
This will allow you to run reports to identify customers who are average or below average happy, and it will allow you to take action quickly. With Natterbox, all calls are also stored against the record, enabling you to investigate any reasons why a customer might have responded negatively to the post-call survey.
Being able to match NPS score to company and contact person will help you segment different NPS scores to sectors, companies and users – and this can be valuable for you to investigate to discover areas where your company or your processes might have weaknesses. You might also be able to see connections between NPS scores and different types of products, something that’s key when managing customer success.
Functionality like this is the reason Natterbox experienced success at the 2017 UK Customer Experience awards. If you are currently looking at improving your customer experience and NPS score, get in touch to request a free demo about how Natterbox can help you.