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Convert your Detractors
to Brand Advocates
Use NPS® effectively with Google Analytics
03-Feb-2017 #Tatvinars 1
Who’s who?
Sarjak Patel
Customer Success Manager, Tatvic
sarjak@tatvic.com
Twitter: @SarjakPatel
LinkedIn: sarjakpatel
03-...
How to interact today?
03-Feb-
2017
3#Tatvinars
Type question here…
Type your comments
and questions here
#Tatvinars
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 4...
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 5...
Net Promoter Score® (NPS) is a management tool that can be used to gauge the
loyalty of a firm's customer relationships
“H...
03-Feb-2017 7#Tatvinars
NPS and Revenue Growth
Source: certain.com
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 8...
Benefits
Remarketing Based on users (Detractors, Passives, Promoters)
Customer Loyalty
Measure, evaluate & build customer ...
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 1...
03-Feb-2017 11#Tatvinars
Traditional Rating Surveys
03-Feb-2017 12#Tatvinars
Simple NPS Popup
03-Feb-2017 13#Tatvinars2/3/2017 13#Tatvinars
NPS Screens – Main
How likely is it that you would recommend Tatvic to a fri...
03-Feb-2017 14#Tatvinars2/3/2017 14#Tatvinars
NPS Screens – Promoters
How likely is it that you would recommend Tatvic to ...
03-Feb-2017 15#Tatvinars2/3/2017 15#Tatvinars
NPS Screens – Promoters
Thank you for your valuable feedback!
We are glad th...
03-Feb-2017 16#Tatvinars2/3/2017 16#Tatvinars
NPS Screens – Passives
How likely is it that you would recommend Tatvic to a...
03-Feb-2017 17#Tatvinars2/3/2017 17#Tatvinars
NPS Screens – Passives
You might be interested in watching our latest video!...
03-Feb-2017 18#Tatvinars2/3/2017 18#Tatvinars
NPS Screens – Detractors
How likely is it that you would recommend Tatvic to...
03-Feb-2017 19#Tatvinars2/3/2017 19#Tatvinars
NPS Screens – Detractors
We apologize for that!
Would you please share the r...
03-Feb-2017 20#Tatvinars
Mobile Apps Growth
Source: TechCrunch
NPS Screens – For Mobile Apps
NPS for Mobile Apps
03-Feb-2017 21#Tatvinars
You should do
NPS for your
mobile apps too!
• W...
NPS Screens – For Mobile Apps
Detractors Passives Promoters
03-Feb-2017 22#Tatvinars
Track NPS survey responses in Google Analytics
03-Feb-2017 23#Tatvinars
Tracking in Google Analytics
along with all the in...
NPS Analysis – Insights
How well do your customers rate your services?
Source: Sample Data
03-Feb-2017 24#Tatvinars
NPS Analysis – Insights
Source: Sample Data
03-Feb-2017 25#Tatvinars
Understand detractors’ pain areas
Calculating Net Promoter Score
Source: Sample Data
03-Feb-
2017
26#Tatvinars
Step 1
•Track all the NPS rating interactions...
Link NPS with other dimensions
Source: Sample Data
03-Feb-
2017
27#Tatvinars
With Channels
With User Types
Link NPS with other dimensions
Source: Sample Data
03-Feb-
2017
28#Tatvinars
With Cities
Similarly,
1. Use other dimension...
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 2...
Let’s start with understanding the 3 different categories of your customers
from NPS surveys:
• Promoters – customers who ...
For a new sale, product, or service, remarket/target promoters in advance to let
them spread the word for you over various...
03-Feb-2017 32#Tatvinars
Promoters
• Upsell your products and services
• Quickly convertible without much efforts
03-Feb-2017 33#Tatvinars
Passives
• Provide discount, coupons and other free goodies
to attract
• Don’t bombard them here ...
When you have brand awareness videos or campaigns, remarket and target
this specific set of customers to build that trust....
03-Feb-2017 35#Tatvinars
Detractors
Reach out to them over emails and/or phone calls to understand their pain areas and re...
03-Feb-2017 36#Tatvinars
Detractors
• Use AdWords and create call-only campaigns
• Let them reach out to your customer car...
03-Feb-2017 37#Tatvinars
To conclude…
03-Feb-2017 38#Tatvinars
Questions?
For any of your unanswered queries, please feel free to reach me at
sarjak@tatvic.com
...
Thank You
Your data speaks. We help you listen to it. -
Tatvic
03-Feb-2017 #Tatvinars 39
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Tatvic webinar net promoter score - final

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Net Promoter Score® (NPS) is the yardstick of your organization’s performance from the point of view of your customers. It represents your brand’s standing in the eyes of the customers.

But, do you know that by using NPS® with Google Analytics you could derive constructive insights and build a better brand image?

We will cover this in our webinar “Convert your Detractors to Brand Advocates – Use Net Promoter Score® effectively with Google Analytics”

You’ll learn how to:

Link your NPS® with user attributes in Google Analytics

Improve your brand image in the eyes of customers by applying insights derived from using NPS® with Google Analytics

Convert detractors into brand promoters and win over passives

... plus, much more!

Sarjak Patel, Certified Google Analytics Consultant at Tatvic, in this free webinar explains how to elevate your brand name and create positive brand consciousness by using Net Promoter Score® with Google Analytics.

Nothing like a word-of-mouth publicity! Positive or negative – up to you!

Published in: Data & Analytics
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Tatvic webinar net promoter score - final

  1. 1. Convert your Detractors to Brand Advocates Use NPS® effectively with Google Analytics 03-Feb-2017 #Tatvinars 1
  2. 2. Who’s who? Sarjak Patel Customer Success Manager, Tatvic sarjak@tatvic.com Twitter: @SarjakPatel LinkedIn: sarjakpatel 03-Feb-2017 2#Tatvinars SpeakerModerator Tanvi Dabholkar Content Writer, Tatvic tanvi@tatvic.com
  3. 3. How to interact today? 03-Feb- 2017 3#Tatvinars Type question here… Type your comments and questions here #Tatvinars
  4. 4. Outline What is NPS? Using NPS with Google Analytics Benefits of using NPS Taking actions for your customers 03-Feb-2017 4#Tatvinars
  5. 5. Outline What is NPS? Using NPS with Google Analytics Benefits of using NPS Taking actions for your customers 03-Feb-2017 5#Tatvinars
  6. 6. Net Promoter Score® (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships “How likely are you to recommend our product or service to a friend?” 03-Feb-2017 6#Tatvinars What is NPS? Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
  7. 7. 03-Feb-2017 7#Tatvinars NPS and Revenue Growth Source: certain.com
  8. 8. Outline What is NPS? Using NPS with Google Analytics Benefits of using NPS Taking actions for your customers 03-Feb-2017 8#Tatvinars
  9. 9. Benefits Remarketing Based on users (Detractors, Passives, Promoters) Customer Loyalty Measure, evaluate & build customer loyalty Increase customer satisfaction Product Changes Based on feedback of detractors Brand Building Push Passives to promoters Create more customer advocates Benefits of using NPS 03-Feb-2017 9#Tatvinars
  10. 10. Outline What is NPS? Using NPS with Google Analytics Benefits of using NPS Taking actions for your customers 03-Feb-2017 10#Tatvinars
  11. 11. 03-Feb-2017 11#Tatvinars Traditional Rating Surveys
  12. 12. 03-Feb-2017 12#Tatvinars Simple NPS Popup
  13. 13. 03-Feb-2017 13#Tatvinars2/3/2017 13#Tatvinars NPS Screens – Main How likely is it that you would recommend Tatvic to a friend? Not Likely Very Likely 0 1 2 3 4 5 6 7 8 9 10 1. Show the pop-up once they complete a purchase or a conversion 2. Alternatively, show it when they return to your website the next time
  14. 14. 03-Feb-2017 14#Tatvinars2/3/2017 14#Tatvinars NPS Screens – Promoters How likely is it that you would recommend Tatvic to a friend? Not Likely Very Likely 0 1 2 3 4 5 6 7 8 9 10
  15. 15. 03-Feb-2017 15#Tatvinars2/3/2017 15#Tatvinars NPS Screens – Promoters Thank you for your valuable feedback! We are glad that you liked our products/services. Spread the word! Provide option to either Tweet or Share on Facebook to Promoters
  16. 16. 03-Feb-2017 16#Tatvinars2/3/2017 16#Tatvinars NPS Screens – Passives How likely is it that you would recommend Tatvic to a friend? Not Likely Very Likely 0 1 2 3 4 5 6 7 8 9 10
  17. 17. 03-Feb-2017 17#Tatvinars2/3/2017 17#Tatvinars NPS Screens – Passives You might be interested in watching our latest video! Show a good branding video/promotion for Passives
  18. 18. 03-Feb-2017 18#Tatvinars2/3/2017 18#Tatvinars NPS Screens – Detractors How likely is it that you would recommend Tatvic to a friend? Not Likely Very Likely 0 1 2 3 4 5 6 7 8 9 10
  19. 19. 03-Feb-2017 19#Tatvinars2/3/2017 19#Tatvinars NPS Screens – Detractors We apologize for that! Would you please share the reasons for you dissatisfaction? Try to understand the reasons for dissatisfaction from Detractors  Did not find what I was looking for  Prices of the products are high  Website has performance issues  Could not find a way to contact  Other issue SUBMIT
  20. 20. 03-Feb-2017 20#Tatvinars Mobile Apps Growth Source: TechCrunch
  21. 21. NPS Screens – For Mobile Apps NPS for Mobile Apps 03-Feb-2017 21#Tatvinars You should do NPS for your mobile apps too! • We have built a library for cleaner and quicker implementation for NPS for your apps using GTM • Existing clients should reach out to your Account Managers • Prospects can contact us or write us at mayank@tatvic.com
  22. 22. NPS Screens – For Mobile Apps Detractors Passives Promoters 03-Feb-2017 22#Tatvinars
  23. 23. Track NPS survey responses in Google Analytics 03-Feb-2017 23#Tatvinars Tracking in Google Analytics along with all the interactions  popup opened,  rating submitted,  issues submitted,  video viewed,  social shared,  popup closed, etc.
  24. 24. NPS Analysis – Insights How well do your customers rate your services? Source: Sample Data 03-Feb-2017 24#Tatvinars
  25. 25. NPS Analysis – Insights Source: Sample Data 03-Feb-2017 25#Tatvinars Understand detractors’ pain areas
  26. 26. Calculating Net Promoter Score Source: Sample Data 03-Feb- 2017 26#Tatvinars Step 1 •Track all the NPS rating interactions as custom events in Google Analytics Step 2 •Create 3 event-based goals in Google Analytics •Rating Submitted •Promoter Rating Submitted •Detractor Rating Submitted Step 3 •Use the goals to create a Calculated Metric in Google Analytics using below formula
  27. 27. Link NPS with other dimensions Source: Sample Data 03-Feb- 2017 27#Tatvinars With Channels With User Types
  28. 28. Link NPS with other dimensions Source: Sample Data 03-Feb- 2017 28#Tatvinars With Cities Similarly, 1. Use other dimensions as well with NPS Score 2. Create custom segments based on Promoters/Detractors and analyze user behavior by applying them to Google Analytics reports
  29. 29. Outline What is NPS? Using NPS with Google Analytics Benefits of using NPS Taking actions for your customers 03-Feb-2017 29#Tatvinars
  30. 30. Let’s start with understanding the 3 different categories of your customers from NPS surveys: • Promoters – customers who rated either 9 or 10 • Passives – customers who rated either 7 or 8 • Detractors – customers who rated between 0 & 6 03-Feb-2017 30#Tatvinars Taking actions for your customers Reach everyone with suitable Remarketing approaches
  31. 31. For a new sale, product, or service, remarket/target promoters in advance to let them spread the word for you over various media 03-Feb-2017 31#Tatvinars Promoters
  32. 32. 03-Feb-2017 32#Tatvinars Promoters • Upsell your products and services • Quickly convertible without much efforts
  33. 33. 03-Feb-2017 33#Tatvinars Passives • Provide discount, coupons and other free goodies to attract • Don’t bombard them here and push them the other way
  34. 34. When you have brand awareness videos or campaigns, remarket and target this specific set of customers to build that trust. 03-Feb-2017 34#Tatvinars Passives
  35. 35. 03-Feb-2017 35#Tatvinars Detractors Reach out to them over emails and/or phone calls to understand their pain areas and resolve them at the earliest
  36. 36. 03-Feb-2017 36#Tatvinars Detractors • Use AdWords and create call-only campaigns • Let them reach out to your customer care executives
  37. 37. 03-Feb-2017 37#Tatvinars To conclude…
  38. 38. 03-Feb-2017 38#Tatvinars Questions? For any of your unanswered queries, please feel free to reach me at sarjak@tatvic.com For assistance on implementation of NPS and information on our other services, contact us at mayank@tatvic.com
  39. 39. Thank You Your data speaks. We help you listen to it. - Tatvic 03-Feb-2017 #Tatvinars 39

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