Promoter

The Most Effective Way To Engage And Learn From Customers

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#2 Product of the DayAugust 02, 2014
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Reviews

Matt Pliszka
 
  • Matt Pliszka
    Matt Pliszkaresearching SaaS software @ pickSaaS.com
    Pros: 

    Easy and effective NPS collection, well-visualized reports, collecting feedback through emails

    Cons: 

    Could offer something more then NPS collection

    Simply an effective and well-visualized way of NPS collection.

    Matt Pliszka has used this product for one week.

Discussion

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Tomasz Kraus
Tomasz Kraus@kraustomasz · Co-founder & CPO @ Brainly
Seems quite sexy to me. I would add option to translate the content of the email to other languages, should be pretty simple with your already-made placeholder system :) Can you recommend its web-widget counterpart? That is pretty customizable with CSSes or something
Brian Balfour
Brian Balfour@bbalfour
@kraustomasz A tool that I've used for both my blog and some web app projects is http://www.wootric.com. I definitely recommend it. Very easy to use. The other tool dedicated to measuring NPS is https://delightedapp.com, but i've mostly seen their surveys delivered through email, not directly within a web app. I hope that helps.
Chad Keck
Chad KeckMaker@ckeck
@kraustomasz Thanks for the compliments Tomasz! We have received quite a few requests for translated/localized text in the email template itself, which is simple as you mentioned. We hope to have this enabled soon for the most common languages. Regarding a web-widget counterpart, we are going to build this option into the Promoter.io platform as well. We wanted to start with "relationship" based NPS measurements as these have been historically shown to correlate most closely with customer behavior post-survey, but transactional surveys can certainly provide value as well (just shouldn't be done in place of). Even a random in-app survey often catches a customer/user while their doing a specific task and can impact the context in which they respond. That said, soon you'll be able to choose from a few different campaign types: relationship based NPS (email delivery), in-app with a widget, integrations with some platforms like ZenDesk, Groove, etc and mobile SDKs for mobile in-app surveys (this is into 2015).
Tom Masiero
Tom MasieroHunter@blendahtom · GM of LaunchBit
H/T @shpigford. Let's see if we can get @ckeck in here to tell us how startups are leveraging this tool.
Chad Keck
Chad KeckMaker@ckeck
@BlendahTom I'm usually long-winded, but I'll try to keep this concise :) There are 3 primary benefits we drive customers towards with Promoter.io: - Increased organic growth (identify your Promoters, learn what drives this loyalty, do more of that and ENGAGE them to actively recommend/refer in some form). Over time this growth compounds. Loyal customers not only refer/recommend, but they spend more & stay longer (higher LTV). Customers referred by a trusted source are less price sensitive, spend more, stay longer. You can see where this is going. - Predictive analytics (primarily related to churn); with subscription services nearly 50% of customers who self-select as a detractor (0-6 on the NPS scale) are likely to churn in a 90 day period. Most companies (and especially startups) optimize for churn too late. You need to know who is at risk to a confident degree before they start migrating or even looking at an alternative, or simply why they may not see the value. - Concise product feedback. This is one a lot of startups deal with in some form. How do you cut through the feedback that doesn't matter or isn't relevant? Account for the vocal minority? It comes down to asking the right question. We ask a very specific follow-up question after the NPS 'likelihood to recommend' question itself that results in very focused and "actionable" feedback. You need to know what is influencing a customers sentiment the most, right now. As you make changes based on feedback and survey with NPS regularly, this will change and you'll capture new trends/themes that are heavily influencing Promoters (growth) or Detractors (churn & negative word of mouth). At the end of the day, what we really do is give companies a meaningful way to engage with their customers using a method that has a strong correlation to post-survey behavior. NPS isn't new, but it's been used incorrectly by the majority, or only used as a numerical benchmark. This is probably the least important aspect of Net Promoter as a "system". Figuring out what is driving your Promoters/Passives/Detractors is key and then closing the loop and having direct conversations is what leads to the measurable value I mentioned above. We simply built a platform that ensures NPS can be implemented properly so you can extract the most value, without consultants, custom development, certification, etc. Hope this helps! And that was pretty long-winded...sorry! TL;DR: We help companies drive organic growth from their most loyal customers, figure out how to cultivate more loyal (not satisfied) customers, identify churn far in advance and have a reliable method for collecting actionable product/service feedback. You can be a startup, big co, offline company (medical office, contractor, restaurant, etc). We have all sorts of customers getting the best feedback they've ever received.
Tyler Hayes
Tyler Hayes@thetylerhayes · Bebo
@ckeck 450 words later... :P
Nichole Elizabeth DeMeré
Nichole Elizabeth DeMeréPro@nikkielizdemere · Early-Stage B2B SaaS Consultant
Definitely going to check this out. Customer Success Management is my main field.
Chad Keck
Chad KeckMaker@ckeck
@nikkielizdemere Would be happy to answer any questions, review best practices, etc. Reach out anytime!
Mike Coutermarsh
Mike Coutermarsh@mscccc · Code @ GitHub
Sweet. We developed our own system for collecting NPS as Gazelle. Had this existed at the time, probably would have signed up. Looks really well done.
Chad Keck
Chad KeckMaker@ckeck
@mscccc Thanks Mike. This is just the beginning. Later this year we'll be working on integrations with many other platforms and services that might make it more interesting for you. Would love to hear about the internal system you all built sometime.
Jon Lax
Jon Lax@jlax · Product Design Director Facebook
You need to believe in the concept of NPS for this to be a valuable tool. I've seen NPS used by several large corporations and to be honest I wasn't very impressed. In one company I saw of solid NPS but flagging business performance. There was a tenuous connection between NPS and the underlying business. I think there are better tools for startups that are software based since you can see actual data of usage not self reported fictional behaviour (i.e. how likely are you...). For service based companies NPS can be a bit more valuable since it tries to understand overall satisfaction and can be a KPI of future purchase.
Andrew Condurache
Andrew Condurache@acondurache · Maker
@jlax it really depends on audience and product... although I agree self reported behaviour has proven less reliable in most cases iv seen
Eric Metelka
Eric Metelka@eric3000 · Product Manager, PowerReviews
@jlax I used to be a consultant and used NPS often. As you observed, the problem is that NPS is just not reliable. There is not a proven correlation between NPS and custom actions. NPS is used because it's an easy story to sell. More here: http://blogs.forrester.com/richa... I always advise against using NPS and instead looking at how revealed preferences link to customer actions.