An introduction to the SightMill platform - providing Net Promoter Score software and powering NPS surveys by email, SMS, website and at events. https://sightmill.com

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Listen to your customers and employees
sightmill.com
Net Promoter Score software
to gather, analyse and act on feedback

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I'm really impressed how
SightMill makes it so easy to
get real-time customer
feedback via our website and
after live training events.”
Jonathan Mama, CEO
Skorch Outdoors
“ Loved the links to Slack -
our teams know instantly
when there's customer
feedback for their
department.”
Gordon Tees, Founder
Mailzinger
“
Customer feedback drives our business
Easy setup and great
features - a simple choice
when implementing NPS
by email and at live
events.”
Ben Kittow, CEO
The Streaming Company
“
Sightmill makes it easy for us to
‘listen’ to our users and provide the best
possible experience on Fastcase.com.”
Karli Hannan, Director Sales &
Customer Experience Fastcase
“ It's really powerful to hear and act on the
feedback from our delegates in real-time to
make our training experience ever better.”
Jelena Sevo, Director,
Tolley Tax Intelligence and Training
“

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Why SightMill? How different organisations use SightMill NPS software
Marketing
How marketing departments use SightMill NPS
survey software to improve overall customer
satisfaction.
Case study: customer-driven marketing
Financial
How a financial organisation uses SightMill to
automate feedback after every service
interaction.
Case study: customer-first financial company
Universities & Education
How a large UK university uses SightMill to
gather feedback from students to improve
housing.
Case study: student-focussed university
Human Resources
How HR departments use SightMill eNPS
survey software to improve employee
engagement.
Case study: employee-first HR teams
Media & Publishing
How a global online publisher uses SightMill
to gather feedback and improve product
experience.
Case study: customer-centric publishing
Accountancy
How accountancy and law firms now start to
focus on client feedback to continue to
improve.
Case study: client-first accountancy firms
Retail
How an online retailer uses SightMill NPS
software to gather feedback on product pages
and checkout.
Case study: innovative online retailer
Training & Coaching
How a leading training provider uses
SightMill to gather delegate feedback after
every training session.
Case study: delegate-focussed training
Auto & Driving Schools
How an innovative driving school gathers
feedback from instructors and helps them
deliver great service.
Case study: customer-first driving school

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Case Study: Financial company
Gathering feedback after a helpdesk call
A large financial company in the spread-betting segment has integrated SightMill with Salesforce to send out an NPS survey after a
customer support ticket is closed.
○ SightMill stores the responses and provides NPS trend analysis tools;
○ SightMill updates the customer record in Salesforce with the score and text comments to provide an SVOC (single-view of customer);
○ SightMill’s workflow features route detractor comments to the marketing director and customer service director by email in real-time.
Response rates
By sending the survey immediately after the support ticket is closed, this company is achieving over 90% response rates to the email
surveys.
Setup
The integration features and workflow features are all included in SightMill. The setup took around two weeks including testing; the
system is now entirely automated.

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Case Study: Large UK university
Gathering feedback from students
A large UK university (with > 20,000 students) has deployed SightMill to run monthly surveys to students in university accommodation.
○ SightMill’s flexible email survey design was customised to suit a student audience;
○ SightMill imports student contact details and automatically sends out surveys every month;
○ SightMill’s workflow features route detractor comments to the outsourced provider’s facilities team and to the student liaison.
Response rates
By customizing the survey for the student audience, this company is achieving >20% response rates to its email surveys.
Setup
The setup took around three weeks and included on-site briefing of best-practice and development of a new report.

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Case Study: Online retailer
Gathering feedback from website shoppers
A niche online retailer selling children’s clothing on its own site and via large resellers setup SightMill to provide feedback surveys on
different sections of its website to help understand and resolve any customer pain points that would not show up with heatmaps/analytics.
○ SightMill tracking code added to the website (by the marketing team using Google Tag Manager, so avoiding the need for developers)
○ Two different SightMill surveys used: one tab survey for all pages as a ‘background’ feedback mechanism;one pop-up post checkout
○ Website customer meta data was sent to SightMill (user ID and product code) to help trend analysis
Response rates
The pop-up survey had >10% response and the results helped the retailer address customer issues in real-time and helped optimise the
checkout pages
Setup
The setup took less than a day as the tracking code was deployed using Google Tag Manager which was already in place to deploy Google
Analytics and Facebook Pixel.

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Survey Formats

8. Email surveys
Start sending NPS survey emails to your
customers in seconds.
Fully customize your emails with HTML
design, define schedules, use different
time-zones, languages. View responses by
customer, segment, product or theme.
(Also great for employee feedback with
our support for eNPS.)
Automate Emails
Link SightMill to your helpdesk or CRM
and send surveys automatically (eg when a
ticket is closed).
Send surveys via SightMill or
using your existing email
software such as HubSpot.
Use flexible scoring formats
to adapt the surveys to your
brand style and customer
preferences.
2sightmill.com

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Place your screenshot
here
SMS surveys
Gather feedback from customers using SMS
text messages, directly to their mobile
phones.
Easy to setup and configure, great for
reaching consumers, students and customers
on the go.

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Place your screenshot here
On your website
SightMill makes it easy to gather
customer feedback by adding NPS
surveys to your website, SaaS, or app.
Easy to install. Customize the text and
design from within SightMill to fit in
with your website.
A visitor sees a choice of friendly
feedback survey displayed on
your site.

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Place your screenshot
here
Event feedback
Gather delegate feedback at your training,
event or conference.
See instant, real-time delegate feedback – no
apps to download.
Use the industry-standard NPS (Net
Promoter Score) framework to track trends
and act on feedback.
Use your smartphone to try
out our survey:
sightmill.com/event
and enter code 72D46

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Understand your customers
Track customer scores and comments in
real-time.
Respond to customers within minutes to
resolve problems and improve their
experience.
Organize and view feedback by theme,
segment or product; view trends by tag or by
individual or theme.
For example: quick view all feedback over
time from one respondent; or all feedback
from a particular segment.
Every feedback
recorded includes the
score, free-text
comments, together
with meta-data about
the respondent.
Add follow-up
comments (such as
‘Telephoned on 12-
July)’ and share these
with your colleagues.

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Understand trends
SightMill includes a range of reports to view
your NPS over time.
You can view the scores by response channel
(eg compare email vs SMS).
Understand impact of actions, process
improvements using tags.
Quickly and easily compare trends by tag (eg
by segment, by theme, or sentiment) using
our self-serve report builder.
Quickly view
and compare
scores and
trends by tag (eg
by office, region,
segment)
Understand
trend analysis
using built-in
tools including
NPS over time,
respondent
groups, by
channel, daily
responses.

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Improve customer response
Use SightMill’s workflow tools respond to
customer comments in minutes.
For example, route price feedback to sales
via an email alert; or send product feature
feedback to the software team via Slack.

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Easy to setup
We’ve made it very easy to setup a new NPS
feedback project, saving you time.
A web or event survey takes seconds to
setup; an email survey can be ready in
minutes.
Works with your software
SightMill integrates to dozens of other
software products: built-in are links to
Salesforce, Slack, Google Analytics, and
Zapier.
And using our webhooks API or our Zapier
app you can quickly and easily link to your
CRM system, your help desk, invoicing or
financial system – or your email marketing
platforms.
Use your email systems
Send email surveys via your existing
systems – we work with Hubspot, Pardot,
and more.

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Know your customers
Start gathering valuable customer feedback
and sign-up for our free account – it’s full-
featured and supports feedback by email, by
SMS, from your website, or at your event.
Setup a free trial account to start gathering
feedback and to test all the functions.
Upgrade at any time – no contracts, no ties.
Sign-up now at
SightMill.com
We’d love to hear from you with ideas or
questions. Contact me directly:
simon@sightmill.com
Our customers range from multi-nationals to startups, including:

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Appendix

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What is Net Promoter Score?
NPS (Net Promoter Score) is calculated based on the results of asking a single, simple
question. The standard NPS question is:
"How likely is it that you would recommend [product or brand] to a friend or colleague?"
A respondent is asked to answer this question using a scale graduated from:
0 (='Not at all likely') to 10 (='Extremely likely’)
The NPS methodology splits answers into three groups, based on the score given by a
respondent:
Scores of 0-6 are called detractors
Scores of 7-8 are called passives
Scores of 9-10 are called promoters
The NPS score for a period of time (typically, a day or a month) is calculated by subtracting
the percentage of detractors from the percentage of promoters. (The passives do not
count in the scoring.)
Net Promoter Score = Promoters % - Detractors %
The score is displayed as a number (not a percentage) in the range of -100 to +100.
Workedexample:
In a day, there are 10 respondents and they score:
3, 4, 5, 6, 8, 8, 8, 9, 10, 10
This equates to:
4x detractors (3. 4. 5. 6)
3x passives (8. 8. 8)
3x promoters (9, 10, 10)
So the day's NPS = -10
(calculated by: 30% promoters - 40% detractors = -10)