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Beyond NPS: !
What Net Promoter Scores Really Say
about Customer Service!

Tim Maly, COO & CFO
10 March 2015
2
Gone Are the Days of “Talking At” Customers & Employees
We are
updating
healthcare
benefits
We have a
new
product
3
How do I
make a 401K
contribution?
Welcome to the Days of Everyone “Talking At” Organizations
I would like a
new
assignm...
4
If Organizations Don’t Listen, Customers & Employees Leave
5
glassdoor
Overview | Reviews | Salaries
Overview | Reviews | Salaries
Refine Results
All Company Ratings
80
Cookie Track...
6
Questions Lead to the Right Decisions
I would like
to sync my
contact list.
Yes, I am
extremely
likely to.
National prod...
7
How likely are you to recommend ______ to a friend? 
% Promoters - % Detractors
 Net Promoter Score
8
A single number to track
business performance
Widely known measure
of customer loyalty
Track over time or compare
agains...
9
Nextdoor Uses NPS to Improve Member Satisfaction
! Nextdoor is working on product
changes based on feedback from the
NPS...
10
NPS Combined with Customer Data Impacts Business"

!  Drive happier customers
!  Improve team performance
!  Resolve se...
11
The World’s Biggest Brands Trust SurveyMonkey
Including 99% of the Fortune 500
12
A Simple, Powerful Survey Platform Now for Enterprises"
"

Powerful for Teams
•  Data ownership
•  Trusted security
•  ...
13
Salesforce and survey data
side by side
!  Identify opportunities
!  Improve team management
!  Set business priorities...
14
Connecting Data Between Surveys and Salesforce is Simple 
2
12
24
1 3 4 5 6 7
8 10 11 13 14
15 17 18 19 20 21
22 25 26 ...
15
Select a survey from your
account then customize a
message to recipients
Access Your SurveyMonkey Surveys Within Salesf...
16
Set up triggers to send surveys to
the right audience at the right time
– OR –
Schedule recurring surveys at
intervals ...
17
See Your Data and Take Action
NPS by Account: !
Track customer loyalty over
time
•  Identify happy
customers: Encourage...
18
Access and monitor your
data on the go with the
Salesforce1 mobile app
Get This Valuable Data Anytime, Anywhere
19
Improve Employee Engagement
Test New Products
Understand Customer Satisfaction
Increase Job Satisfaction
Great Organiza...
20
Get Started Today
Get a powerful survey
platform for your organization
See Salesforce and survey
data side-by-side
www....
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Beyond NPS: What Net Promoter Scores Really Say About Customer Service

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What does your Net Promoter Score (NPS) tell you besides how loyal your customers are? Learn how to easily measure your NPS, and combine it with Salesforce data to drive happier customers, manage team performance, and spot product or service problems before they happen to give your teams a sustainable competitive advantage.

Published in: Technology
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Beyond NPS: What Net Promoter Scores Really Say About Customer Service

  1. 1. Beyond NPS: ! What Net Promoter Scores Really Say about Customer Service! Tim Maly, COO & CFO 10 March 2015
  2. 2. 2 Gone Are the Days of “Talking At” Customers & Employees We are updating healthcare benefits We have a new product
  3. 3. 3 How do I make a 401K contribution? Welcome to the Days of Everyone “Talking At” Organizations I would like a new assignment. What’s our parental leave policy? Can I get personal leave? I’m having trouble with my boss. I love the new review process! Our records should be electronic. What is your return policy? The latest version doesn’t work. The item shipped was poor quality. I would not recommend this company. I’d like to see more options. Do you share my info? How can I sign my friends up?
  4. 4. 4 If Organizations Don’t Listen, Customers & Employees Leave
  5. 5. 5 glassdoor Overview | Reviews | Salaries Overview | Reviews | Salaries Refine Results All Company Ratings 80 Cookie Tracker Host Name Path Length Cookies www.facebook.com /xxx/xxxxxxx 217 10 www.google.com /xxx/xxxxxxx 180 5 www.ask.com /xxx/xxxxxxx 58 9 www.twitter..com /xxx/xxxxxxx 75 25 www.mashable.com /xxx/xxxxxxx 102 15 www.zendesk.com /xxx/xxxxxxx 90 8 www.facebook.com /xxx/xxxxxxx 25 2 www.facebook.com /xxx/xxxxxxx 12 6 www.facebook.com /xxx/xxxxxxx 165 5 www.facebook.com /xxx/xxxxxxx 89 8 www.facebook.com /xxx/xxxxxxx 20 35 To: From: Subject: To: From: Subject: Ask Questions for Effective Conversations What change would improve our service? What benefits do you most value? Would you recommend our product?
  6. 6. 6 Questions Lead to the Right Decisions I would like to sync my contact list. Yes, I am extremely likely to. National product roll out approved Increased customer satisfaction with new feature Increased employee retention with added benefit Parental leave is most important to me. Would you recommend our product? What change would improve our service? What benefits do you most value?
  7. 7. 7 How likely are you to recommend ______ to a friend? % Promoters - % Detractors Net Promoter Score
  8. 8. 8 A single number to track business performance Widely known measure of customer loyalty Track over time or compare against competitors The Value of a Net Promoter Score Simple Standardized Benchmarkable
  9. 9. 9 Nextdoor Uses NPS to Improve Member Satisfaction ! Nextdoor is working on product changes based on feedback from the NPS survey !  Analysis of NPS survey results is now part of the product roadmap development !  NPS is now a core metric the company tracks along with typical metrics like unique users
  10. 10. 10 NPS Combined with Customer Data Impacts Business" !  Drive happier customers !  Improve team performance !  Resolve service problems Net Promoter Score Other Data Sets Business Impact
  11. 11. 11 The World’s Biggest Brands Trust SurveyMonkey Including 99% of the Fortune 500
  12. 12. 12 A Simple, Powerful Survey Platform Now for Enterprises" " Powerful for Teams •  Data ownership •  Trusted security •  API Integrations Easy for Organizations •  Robust reporting •  Brand control •  Collaboration
  13. 13. 13 Salesforce and survey data side by side !  Identify opportunities !  Improve team management !  Set business priorities The Leaders in Surveys and CRM – Now Together
  14. 14. 14 Connecting Data Between Surveys and Salesforce is Simple 2 12 24 1 3 4 5 6 7 8 10 11 13 14 15 17 18 19 20 21 22 25 26 27 28 9 16 23 Select a survey Customize email Schedule survey See data in Salesforce 1! 2! 3! 4!
  15. 15. 15 Select a survey from your account then customize a message to recipients Access Your SurveyMonkey Surveys Within Salesforce
  16. 16. 16 Set up triggers to send surveys to the right audience at the right time – OR – Schedule recurring surveys at intervals to create benchmarks and track performance over time Configure Rules for Survey Deployment
  17. 17. 17 See Your Data and Take Action NPS by Account: ! Track customer loyalty over time •  Identify happy customers: Encourage customer advocacy •  Address unhappy customers: Correct negative experiences NPS by Rep: ! Enable team management decisions
  18. 18. 18 Access and monitor your data on the go with the Salesforce1 mobile app Get This Valuable Data Anytime, Anywhere
  19. 19. 19 Improve Employee Engagement Test New Products Understand Customer Satisfaction Increase Job Satisfaction Great Organizations Have Conversations with Customers I would like the option to sync my contact list. Yes, I am extremely likely to. How can we support your career development? I would like more opportunities for professional growth. What benefits do you value most? Parental leave is most important to me. Would you recommend our product? What change would improve our service?
  20. 20. 20 Get Started Today Get a powerful survey platform for your organization See Salesforce and survey data side-by-side www.surveymonkey.com/salesforce

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