NPS Black Belt Guide – Orange Belt: Picking out the easy targets

Step 4 – We’re sending out some surveys and starting to get some data back – data you can use straight away. Running some early analysis will identify quick wins and obvious problems. Get aggressive – Start analysis early One of the advantages of using a specialized tool like AskNicely is that the software collates results and calculates the Net …

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WTF is NPS??!! A (very) quick intro.

Struggling to get your head around NPS and how to use it to really grow your business? Have you heard others raving about it and wonder what all the fuss is about? We asked Aaron to give us a quick intro for the busy executive: There’s too many acronyms already right? NASA. NSFW. OPEC. OMGLOLS. When did we get so lazy …

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NPS Black Belt Guide – Yellow Belt: Plan your attack*

(don’t just leap in) *you should think of NPS as a way to lovingly embrace your customer rather than attacking them, but for the sake of our black belt theme, we’re going to call it an attack. Right, you’ve convinced your boss? and the rest of the business that you need to start measuring NPS. What’s next? This Yellow Belt …

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Growth Hacks from the 18th Century

In 18th century Prussia, Frederick the Great faced a tricky dilemma. To combat volatile bread prices and the risk of famine, he’d issued an order for his subjects to grow potato crops (a radical new technology back then). Unfortunately, avoiding starvation wasn’t seen as a compelling benefit to the Prussian peasantry (evidently, not vegetable lovers). They rejected potatoes outright as …

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NPS Black Belt Guide – White Belt: Taking on your boss

(developing executive buy-in) In the last post, we took a look at what NPS is and why you need to pay attention. In this post, we’re gonna to take a look at how you can achieve ‘executive buy in.’ After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably …

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What is NPS and What Does it Mean for Your Business?

Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? In fact, wouldn’t it be even better if you had a way to …

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Why NPS is a more important metric than revenue

You have finally got a pitch meeting with investors. They stare over the table at you, and ask “So, how do we know you can keep the revenue coming in?” You are prepared with all your figures for the last four quarters, your costs, revenue breakdowns, market sizes. In the second after they ask, you realise. It’s all retrospective. It …

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Automated NPS surveys from HubSpot with AskNicely

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends …

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AskNicely and Zapier – because MORE is more when it comes to NPS.

So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it every now and then). But let’s be honest, each business is different and each of their customers, different again so if you want to get REALLY useful data out of your Net Promoter Score™ program, a one-size fits all approach …

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Come and meet the AskNicely team at SaaStr!

The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, …

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What marketers can learn from #fakenews

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 people that are so passionate about what he does that they will not only buy everything he’s selling, but much more importantly each of them will influence a thousand more people to buy some of The Boss. And a thousand times a …

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The Fire Rooster

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers …

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The 90’s called, and they want their survey back.

This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; …

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Turning customer activity into your most powerful marketing tool with Intercom and AskNicely

SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to understand customer behaviour and use that to drive growth than in any other industry. We wanted to bring NPS® into Intercom to help them maximise that opportunity. We knew there were some unique challenges and opportunities for SaaS businesses and being in the industry ourselves, wanted to …

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in …

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Announcing Klipfolio Integration

How is this for double-cheese pizza – we have teamed up with the guys at Klipfolio! So what the heck is Klipfolio you ask? Imagine this scenario. You’re in marketing, and you want answers to questions like, “which advertising channels are generating the most revenue?”. You want a way to see all your business metrics in one place – to be able …

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G2 Crowd names AskNicely as High Performer in Enterprise Feedback Software category

Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction. The latest G2 Crowd report on Enterprise Feedback Management software ranks the best software platforms against satisfaction (based on reviews from authenticated customers) and market presence (based on factors like employee count and market share).   Read more AskNicely reviews   …

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Why You Aren’t Getting Responses With Survey Monkey

Are you sending surveys with Survey Monkey?  Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys.  I don’t mean to pick on Survey Monkey but, as the 800-pound gorilla, they’re a serial offender in creating surveys that people ignore. Here’s the …

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5-Minute CEO Hack For Creating a Customer-Inspired Culture

How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to …

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How Wipster Keeps Customers Happy and Videos Joyful

“Wipster is obsessed with customer happiness” – Kristen Lunman, Chief Operating Officer Wipster is a fast growing SaaS business delivering their intuitive video review and approval platform to thousands of users across global brands such as Tesla, Shimano and Shopify. Designed for producers, creative teams, marketing departments and other video makers around the world, they’re committed to taking the pain out …

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7 Tips for Better SAAS Board Meetings

Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind   1: Check Your Pompoms At The Door First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t …

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How SafetyCulture Drives Word of Mouth with Net Promoter Score

Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one. …

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Real time NPS with Salesforce.com and AskNicely

Imagine customer feedback captured automatically and flowing seamlessly back into your Salesforce.com reports, dashboards and customer records in real time. We’ve made it super simple to connect AskNicely and Salesforce to automate your Net Promoter program from end-to-end. NPS surveys can be automatically triggered in two ways: 1. Immediately after a customer interaction eg. purchase or support case being closed …

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CEO’s Shouldn’t Fake Heart Attacks

This is the first post from our series, “How to Perform Better in the Boardroom” – advice gathered from interviews with seasoned directors of technology startups to help SaaS CEO’s run an effective board. For startup CEO’s, there’s a heap of good advice out there. Amongst it, I reckon “don’t get fired” is one to keep in mind. Maybe you …

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Measuring Customer Happiness with Bigcommerce & AskNicely

Hey Big Seller! Is your BigCommerce store selling squillions of products each month? With a couple of clicks, you can measure customer happiness of every order. Our new Bigcommerce app, automatically sends a Net Promoter Score (NPS) survey to customers just after their goods have been delivered. It’s (almost) effortless, and AskNicely takes care of everything including, making sure customers …

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Creating Workflows with Zapier

At AskNicely, we are super impressed with Zapier. A friend described Zapier as: The glue that holds the internet together. We couldn’t agree more, so we are thrilled to be launching our Zapier app. If you have a Zapier account already, get started with our invite only App. In simple terms, you can connect AskNicely to the 500+ cloud services …

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AskNicely, now in any language.

If you’ve got customers around the world, you can now send AskNicely NPS surveys in their language with our shiny new ‘Templates’ feature. You can also use the same feature to vary the survey text and logo for different brands, products or interactions. For example, if you wanted to survey HOW IT WORKS When you import your list or integrate …

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How To Automate Customer Testimonials

It’s no secret that customer testimonials are an essential and powerful force for building a high converting landing page. According to a 2014 Local Consumer Review Survey, 88% of consumers trust online reviews more than personal recommendations.The social proof provided by gushing customer compliments can have serious jedi mind trick properties forcing the mouse of any prospective buyer inexorably towards …

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The One Number You Need To Know

The world is full of numbers. We are constantly bombarded with numbers in the business world – acquisition costs, churn rates, virality factor, PageRanks, EBIT, LCV, CPC, users, retention rate, email subscribers, social metrics, bounce rate, and the list goes on! And although there is a multitude of numbers to choose from when talking about your business, there are only …

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5 Ways NPS Can Boost Your Business w/ Bill Macaitis

Brand advocacy is a powerful term, but most companies haven’t quite grasped what it really means. Bill Macaitis on the other hand, Slack’s new CMO, know’s exactly what it means and by focusing on brand advocacy, he is helping to add $1 million dollars to Slack’s revenue every 11 days. He recently released an AMA and delves deep into what …

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The Art of Customer Service

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. You read complaints in the newspaper, you see them on the news and in the connected society …

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Real time Net Promoter Score with Intercom

Intercom is a fantastic tool for managing customer communications in super clever ways – we love using it for AskNicely. Now, with the AskNicely Intercom integration for NPS, you can extend automate a real time Net Promoter Score process: Automatically trigger AskNicely NPS surveys to your customers based on Intercom events We can send surveys to all your Intercom contacts or …

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The Newbie Guide to Net Promoter Score

If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. That barista at your local café could take her lip ring out for starters. The corner store could get cherry blossom Kit Kats back on the shelves. Your bank could send …

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How to get a 50% NPS survey response rate [CHECKLIST]

Here’s a job I hate. Managing customer feedback surveys. Don’t get me wrong – it’s incredibly important. It’s the process I take issue with. Some poor marketing person has to extract a list of customers, pump it through some online survey tool (there could be a monkey involved, hmmm), extract the results to a spreadsheet and then panelbeat them into …

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Baring all – publicly exposing our Net Promoter Score results

It was a curious feeling when my finger hovered over the mouse button to kick off the first Net Promoter Score (NPS) survey of our customers. It wasn’t just the irony that we were using our own service – AskNicely – to track NPS and get customer feedback from our customers that use AskNicely for the same purpose. The feeling …

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One simple change to quickly improve your Net Promoter Score

So, you’re measuring Net Promoter Score for your business? It’s a very smart decision. You’re rubbing shoulders with brands like Apple, Amazon and Zappos who all rely on NPS to create armies of raving brand advocates that trumpet their merits to friends and workmates. Now, how does your score compare to theirs? If, like those brands, your NPS tops 60 …

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Track Net Promoter Score with MailChimp

Great news for MailChimp users… you can now automate your whole Net Promoter Score program in just two minutes with AskNicely. MailChimp is one of the world’s most popular email marketing platforms and a huge inspiration for us in the way we designed AskNicely. We’ve sweated all the details to make the experience of running a daily Net Promoter Score …

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NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.