NPS

The goal of customer success is to create healthy, engaged customers that will renew their contracts and advocate for your product. There are many ways to determine the health of a customer based on usage data (discussed here), but at the end of the day, you need to understand how your client feels about your product. In this post we will discuss the benefits of sentiment tracking, how to get started, and where it should fall in your CSM’s day-to-day responsibilities.

‍NPS

We often talk about creating advocates for your company, meaning users that would recommend your products or services to another individual, and this is one of the most beneficial aspects of customer success. But how do you identify advocates? The tried and true method of NPS.

NPS, or Net Promoter Score, is a method to determine how a customer feels about your product or company. Scores are generally collected through the means of a simple survey that asks customers to rate how likely they are to recommend your product on a scale of 0-10. The scoring of these responses is categorized as follows: 

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Survey Response Range

Title

9-10

Promoter

7-8

Passives

0-6

Detractors

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The Net Promoter Score is then calculated by subtracting the percentage of detractors from the percentage of Promoters. Scores over 0 are considered to be good, while a score of 50+ is excellent. This number can be a great indicator of your company’s overall success or growth potential, but the individual responses can provide actionable events for your CSM team, especially when the survey is followed by an open ended question that allows customers to elaborate on their response. 

NPS surveys should not be a one time event. Because of their subjective nature, individual scores can change rapidly. Thus, each customer should be prompted at set intervals, and the information should be updated accordingly. 

There are tools that allow you to take action on NPS scores automatically, but for the purposes of this article, we’ll assume that your CSM’s are approaching this manually. The first step is to collect responses (number of tools), and then segment them by their scores. Once that’s done, CSM’s should have access to these scores, ideally associated with the right account within your CRM or CSM platform. Now CSM’s can send emails, make calls, or schedule meetings to try to turn any detractors or passives into promoters.