1. Phase 4: Optimization
1.1. Brainstorm solutions
1.1.1. Setup a meeting to discuss insights & brainstorm solutions
1.1.1.1. send data before meeting
1.1.2. Create spreadsheet & have each member add their ideas
1.1.3. Score each idea ICE & priortize
1.1.3.1. Impact
1.1.3.2. Confidence
1.1.3.3. Ease
1.2. Create & Launch Test
1.2.1. Prioritize & select test
1.2.1.1. Test screams, not whispers
1.2.1.2. Tie it back to a metric - it has to be measurable
1.2.2. Document Test
1.2.3. Implement test
1.3. Document results
1.3.1. There are no failures, only learning
1.3.2. Be prepared to run a lot of tests before getting a big win
1.3.3. it takes time, resources & patience
2. Overview
2.1. What's an NPS Survey
2.1.1. How likely are you to recommend [Product] to a friend or colleague?
2.1.2. Scale: 1-10
2.1.2.1. Detractors (0-6)
2.1.2.2. Passives (7-8)
2.1.2.3. Promoters (9-10)
2.1.3. Open ended question: "What is the most important reason for your score?"
2.2. Why run NPS survey
2.2.1. Gauge Customer Happiness
2.2.2. Increase Retention
2.2.3. Identify Upsell opportunities
2.2.4. Ask for referral
2.2.5. Identify customers who are most likely to have success with us
2.3. Example
3. Phase 1: Setup & Launch Survey
3.1. Frequency
3.1.1. We send the survey on a quarterly basis
3.1.2. You can automate it and send it on day 20-25
3.2. Tools
3.2.1. Promoter.io
3.2.1.1. First 250 surveys for free
3.2.2. Other tools
3.3. Segmentation
3.3.1. Account
3.3.2. Line of Business
3.3.3. Vertical / Industry
3.4. Send email
3.4.1. benefit-driven
3.4.2. keep it simple & short
3.4.3. Send another email after 3 day
4. Phase 2: Follow up & Collect Data
4.1. Follow up (3 types)
4.1.1. Score but no feedback
4.1.1.1. Promoters
4.1.1.1.1. Subj: Thank You Hi NAME, Thanks for your feedback on the NPS survey! That made my day! Would you do me a quick favor and let me know what's the #1 reason for your high score?
4.1.1.2. Passives
4.1.1.2.1. Subj: Thank You Hi NAME, Thank you so much for your response on the NPS survey. I really appreciate how quickly you got back to me. I know you are busy and don't want to waste your time, but if there was one thing I could do to earn your recommendation next time (10/10), what would that be?
4.1.1.3. Detractors
4.1.1.3.1. 0
4.1.1.3.2. 1-2
4.1.1.3.3. 3-4
4.1.1.3.4. 5-6
4.1.2. Short feedback
4.1.2.1. Thank you for your feedback. Can you expand a little bit on what you mean by "X"? That way I can take your feedback and improve our service for you.
4.1.3. Complete feedback
4.1.3.1. send email to setup an interview
4.1.3.1.1. Subj: Thank You Hi NAME, Thanks for your feedback on the NPS survey! That made my day! We’re planning on making improvements/upgrades to our service to help you get even more value out of it. But before we get too far ahead of ourselves… I want to hear more about your experience so far working together. What you like. What you don't like. What you want us to improve on but just haven’t gotten around telling us about it. If you’re willing to set aside 10-15 minutes of your time, that would mean the world to me. And you’ll get the opportunity to influence the service development roadmap to improve [LOB] and provide you even with a greater experience. Would you be open to this?
4.1.3.2. Focus on promoters (80% of interviews)
4.2. Setup interviews
4.2.1. Use online calendar
4.2.1.1. acuityscheduling.com
4.2.2. Use Zoom for interviews
4.3. Conducting interviews
4.3.1. Duration: up to 15 minutes
4.3.2. Record it (get permission)
4.3.3. Have an outline
4.3.3.1. Customer segments
4.3.3.2. Problems they want to solve /we’re solving
4.3.3.3. New Features
4.3.3.4. Issues
4.3.3.5. Case Studies/Testimonials
4.3.4. Dig deep (Why, How, When, Where, What)
4.3.5. Let them speak
4.3.6. Add notes immediately after the call
5. Phase 3: Analyzing Data
5.1. Download data & clean it up
5.2. Organize Spreadsheet
5.2.1. Email
5.2.2. Name
5.2.3. Score
5.2.4. Comment
5.2.5. Benefit 1, 2, 3
5.2.6. Issue 1, 2, 3
5.2.7. Feature Request 1, 2,3