NPS Wolverine Workflow I

Last modified: September 27, 2017
DESCRIPTION

Why Use This Service?

Nowadays, all startups, especially SaaS companies, should know where their company is going and how it is doing it in real time. It’s not enough to check the Revenue per month or Opportunity value. However, with the assessment of the satisfaction of the end user with your product/service, you will learn a lot about it. That indicator will tell you how you are going and at what speed you advance. Even detailing opportunities or weaknesses that you, as an internal part of the company you are not able to see. The important thing is to know the satisfaction of the user because, in the end, it is who pays and in the last instance repeats and promotes your business.

Therefore, you need an indicator that serves as a measure of success and growth and in which you can detect improvements. Implement a system that takes the user’s opinion. That is the role of the Net Promoter Score (NPS), a metric of user loyalty developed (and trademarked) by Fred Reichheld Bain & Company, and Satmetrix Systems.
This technique proposes to send through the platform on the web or mobile or through email, a question to the user once he has used our product/service and know that he has used it. You will ask “how likely would you recommend our business to a friend or co-worker?” The scale is from 0 to 10. Once given the punctuation, it is asked the reasons that justify that assessment. Users who score between 0 and 6 are called Detractors. Detractors share their experiences frequently. So it is helpful to act quickly. However, detractors are easy to move to passive.

Users who score 7 and 8 are called Passives. These users do not add value to the score. However, they are prone to become detractors and very difficult to move to promoters.
And users rated 9 and 10 are Promoters. They are users who adore your brand and promote it everywhere. In addition, they are users who share their experiences positively. These users are the ones who need to be encouraged to share and become brand ambassadors.
NPS is measured as the difference between the percentage of detractors minus the percentage of promoters and each industry has a different growth rate.

What Does This Service Include?

The service includes implementation through one of the tools that exist in the market. We could decide to implement In-App or Email. In addition to generating a workflow where the sending of the survey, the processing of the information and the different actions according to the different scores are automated. Configuration to promote the promoters in the reviews.
Develop a workflow to understand the entire process of the users.
The automation and workflow will depend on the tools that the company has already implemented. For example, if you have Pardot it could be easy to manage and create a workflow. Otherwise, we couldn’t do it or we need to find another way to create it.

  • Week 1: Talk about goals, set up accounts and integrate tools.
  • Week 2: design the workflow and perform the first test. and automation of the process.
  • Week 3: implementation and test.
  • Week 4: collection and results. Final presentation with the conclusions of the project.

Tools I could use:

  • NPS Tools: Wootric, Satismeter, Retently, Typeform, Promoter.io.
  • Review Platforms: Trustpilot, Yotpo, Facebook, Google My Business.
  • Integration Tools: Slack, Zapier, Google Spreadsheet.

Access to:

  • Web Analytics tools: Google Analytics, Mixpanel, Amplitude.
  • CRM: Salesforce, Hubspot.
  • Email Marketing: Mailchimp, Vero, Doopler, ActiveCampaign.
  • Automation Marketing: Hubspot, Markitude, Pardot.
  • Other tools: Google spreadsheet, Zapier.
  • CMS: WordPress, Magento.
  • Tag Manager: Google Tag Manager, Segment.

NPS is a useful technique that will:

  • Improve knowledge of buyer persona.
  • Increase the number of reviews.
  • Increase the number of promoters.
  • Decrease the number of bad reviews.
  • Automate workflow.

The first step to implement a referral and loyalty program.

FAQ

How long will it take to receive the first surveys?
It depends on the number of users. From my experience, in the first week, you’ll start to get results.

At the end of the project, how is it managed?
At the end of the project, it will be automated so that it can be managed with the minimum effort and you can only dedicate yourself to making decisions and evaluating how to improve the product or service.

What will happen with the tools that are used to manage the NPS?
These tools will be managed to your email account because at the end of the project will be on your property and control. In case of contracting a premium tool, your business will be in charge.

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Ruben Lozano

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    Spain
  • Languages

    English

    Spanish

  • Bio
    Ruben Lozano is Online Marketing Specialist at Printsome and Inbound Marketing Manager at RoomAgree. His specialities include Growth Hacking Marketing and Inbound Marketing. When not at work, Ruben can be found playing basketball or in Starbucks drinking a mocha and at least 3 books in his Kaft backpack.