We don't do a standard NPS send, but I'm firmly in the camp that tech audiences aren't a good fit for the traditional NPS question. Instead, we use different checkpoints like onboarding, renewal, expansion, etc. to ask users specifically about how much value they feel like they're getting from the product. So, an onboarding survey might ask whether or not the user felt like the resources we provided set them up for success and a renewal survey would ask how well we met the expectations they had over the previous contract period, etc.
thank you, Emily Coleman - I think your approach is much more valuable than the typical NPS survey. I have questions if you have time:
Do you target more than one customers in an account for the check in?
Have you set up an automation?
Which tool do you use to collect responses?
Our onboarding surveys are triggered at the contact level, so everyone gets one as part of the last step in a marketo nurture if they're in that program. Renewal surveys we haven't quite yet finished automating, but it will probably be tied to the contacts on the renewal opportunity. We use UserEvidence for the responses right now, but it's very possible we might change the workflow to come from Gainsight or a tool out product team is evaluating to collect and aggregate customer feedback.
Wanted to chime in here since you mentioned UE…The beauty of using UE is that you can set a trigger to ask for a review to those that give you a high NPS score. I found that to be very valuable to get reviews trickling in on an ongoing basis. We set all 10s to ask for a Gartner review and all 9s to ask for a G2 review.
Question - what do you do with the trends/feedback? What is the output of the surveys and how do you track improvements once you communicate back to teams on what they could do better? (Looking to build out NPS myself!)
We share them with our product team partners and account teams to either follow up on or use in their product development. AT some point that will hopefully be a little more automated.
Emily Coleman This is such a great conversation! We are actually in the process of building this out now. We use Hubspot and Deeto and are building the workflow so that we can gather the feedback based on specific triggers (surveys/AI interviews/different campaigns based on NPS or any other event/signal). We are also looking at setting one up for lost deals where we gather the feedback within Deeto on why the prospect did not choose us. We also do gather product feedback through Deeto as well currently. Happy to talk more if you are interested!
