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!

1. Convert your Detractors
to Brand Advocates
Use NPS® effectively with Google Analytics
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2. Who’s who?
Sarjak Patel
Customer Success Manager, Tatvic
sarjak@tatvic.com
Twitter: @SarjakPatel
LinkedIn: sarjakpatel
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SpeakerModerator
Tanvi Dabholkar
Content Writer, Tatvic
tanvi@tatvic.com

3. How to interact today?
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2017
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Type question here…
Type your comments
and questions here
#Tatvinars

4. Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
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5. Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
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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?”
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What is NPS?
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred
Reichheld and Satmetrix Systems, Inc.

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NPS and Revenue Growth
Source: certain.com

8. Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
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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
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10. Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
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Traditional Rating Surveys

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Simple NPS Popup

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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

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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

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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

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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

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NPS Screens – Passives
You might be interested in watching our latest video!
Show a good branding video/promotion for Passives

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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

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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

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Mobile Apps Growth
Source: TechCrunch

21. NPS Screens – For Mobile Apps
NPS for Mobile Apps
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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. NPS Screens – For Mobile Apps
Detractors Passives Promoters
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23. Track NPS survey responses in Google Analytics
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Tracking in Google Analytics
along with all the interactions
 popup opened,
 rating submitted,
 issues submitted,
 video viewed,
 social shared,
 popup closed, etc.

24. NPS Analysis – Insights
How well do your customers rate your services?
Source: Sample Data
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25. NPS Analysis – Insights
Source: Sample Data
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Understand detractors’ pain areas

26. Calculating Net Promoter Score
Source: Sample Data
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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. Link NPS with other dimensions
Source: Sample Data
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With Channels
With User Types

28. Link NPS with other dimensions
Source: Sample Data
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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. Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
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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
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Taking actions for your customers
Reach everyone with suitable Remarketing approaches

31. For a new sale, product, or service, remarket/target promoters in advance to let
them spread the word for you over various media
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Promoters

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Promoters
• Upsell your products and services
• Quickly convertible without much efforts

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Passives
• Provide discount, coupons and other free goodies
to attract
• Don’t bombard them here and push them the
other way

34. When you have brand awareness videos or campaigns, remarket and target
this specific set of customers to build that trust.
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Passives

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Detractors
Reach out to them over emails and/or phone calls to understand their pain areas and resolve
them at the earliest

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Detractors
• Use AdWords and create call-only campaigns
• Let them reach out to your customer care executives

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To conclude…

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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. Thank You
Your data speaks. We help you listen to it. -
Tatvic
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