In 2003, Frederick F. Reichheld’s article in the Harvard Business Review called “The One Number You Need to Grow” laid 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 (detractor), while answers of 9 or 10 are considered champions for your business (promoters).
A score of 7 or 8 would be labelled passive. You take the percentage of detractors and subtract it from the percentage of promoters to get your score. Use this calculation 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 after a website visit, a purchase or in this case, a customer service enquiry.
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 to Salesforce. This means that your customers’ post-call survey scores are stored as records in Salesforce and can be used in reports and on dashboards and can be viewed directly in accounts.
Calls can also be 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.