Looking for NPS in all the Wrong Places

By Leah Chaney
on 22 March 2018

Hello!

My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy.

Back in November 2017, I moved from Austin to Portland — the home of hipsters, craft beer and the “Keep Portland Weird” slogan, stolen from my hometown.

True story.

I did this all in the pursuit of mastering Net Promoter Score. 

So, Why Would I Do That? 

Like many other customer success leaders, I have tried to use NPS to gather insight into customer sentiment for years. Most of us know the benefits of good NPS, but very few of us know exactly how to make it successful. 

It didn’t take long after I joined the AskNicely team to learn that I had NPS all wrong. Once I learned the simple science and best practices behind it, I wanted to share it with every friend, past colleague, and company that I could find.  

This blog post is my shouting the digital rooftop moment. 

The Five-Second NPS Refresher

We cover  NPS in greater detail in The Book of NPS, but for those of us who may have somehow missed NPS all together, let’s start with the basics.  

Net Promoter Score, in its most basic form, measures customer happiness at every engagement with your brand — all based on one, simple question:

How likely are you to recommend [brand] to a friend or colleague?

Here’s how to calculate your NPS:

How can something so simple be so complex?

Due to the inherent simplicity of NPS, the biggest problem was that there wasn’t a real-time to gather and act on customer feedback. Like many CS leaders, I was only gathering this feedback on a quarterly, or worse, on an annual basis. 

This left me flying blind most of the year to how my customers really felt about my organization.  

In other words, my problem wasn’t that I wasn’t using NPS, my problem was that I had no way of acting on customer feedback in a way that made a real impact on business. 

NPS Potential for Every Customer Success Leader

Imagine being a Customer Success leader and having a channel on Slack where you can respond to your customers’ NPS with one click.  

Imagine a Customer Success team that can have customer feedback routed directly to them to respond to NPS scores.  

Imagine a dashboard (maybe on the biggest TV in the room) where you have access to scores across all your customers and sentiment tracking live, with real-time responses, sentiment growth, themes, and even regional breakdowns of NPS showcased just as big as you showcase your sales targets.  

Imagine your employees having NPS scoring and the ability to respond at the moment to an upset customer while standing in line at the bank on their mobile device.  

This is a true customer-obsessed culture in action.

I’ve watched our successful customers drop expensive platforms and save thousands of dollars a month on useless survey tools by our simple solution.  Stop chasing a complex customer health tracking algorithm and use simple math. It’s black and white.

If you just got a “3” from your biggest customer, drop everything and fix it.  You just got a 10 from a customer in your pilot phase? Looking good…was that customer a decision-maker or a daily user?

To be clear, both are important, but what would it look like to look at both to determine your next best step?  

Here are five big things to take away:

  1. You can predict and save churn with a simple NPS score
  2. I personally believe that an NPS score is much more valuable than a complex “customer health tracking” algorithm
  3. You can instantly find your advocates with NPS (case study opportunities, references, and overall happy customers)
  4. You can replace expensive customer health tracking software and build an entire company obsessed culture with NPS alone
  5. You can truly be a customer-obsessed company with simple math everyone understands

I am not in sales. At the end of the day, I just want to help anyone and everyone understand and act on the power of NPS. 

 

Book a demo

 

Hello!

My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy.

Back in November 2017, I moved from Austin to Portland — the home of hipsters, craft beer and the “Keep Portland Weird” slogan, stolen from my hometown.

True story.

I did this all in the pursuit of mastering Net Promoter Score. 

So, Why Would I Do That? 

Like many other customer success leaders, I have tried to use NPS to gather insight into customer sentiment for years. Most of us know the benefits of good NPS, but very few of us know exactly how to make it successful. 

It didn’t take long after I joined the AskNicely team to learn that I had NPS all wrong. Once I learned the simple science and best practices behind it, I wanted to share it with every friend, past colleague, and company that I could find.  

This blog post is my shouting the digital rooftop moment. 

The Five-Second NPS Refresher

We cover  NPS in greater detail in The Book of NPS, but for those of us who may have somehow missed NPS all together, let’s start with the basics.  

Net Promoter Score, in its most basic form, measures customer happiness at every engagement with your brand — all based on one, simple question:

How likely are you to recommend [brand] to a friend or colleague?

Here’s how to calculate your NPS:

How can something so simple be so complex?

Due to the inherent simplicity of NPS, the biggest problem was that there wasn’t a real-time to gather and act on customer feedback. Like many CS leaders, I was only gathering this feedback on a quarterly, or worse, on an annual basis. 

This left me flying blind most of the year to how my customers really felt about my organization.  

In other words, my problem wasn’t that I wasn’t using NPS, my problem was that I had no way of acting on customer feedback in a way that made a real impact on business. 

NPS Potential for Every Customer Success Leader

Imagine being a Customer Success leader and having a channel on Slack where you can respond to your customers’ NPS with one click.  

Imagine a Customer Success team that can have customer feedback routed directly to them to respond to NPS scores.  

Imagine a dashboard (maybe on the biggest TV in the room) where you have access to scores across all your customers and sentiment tracking live, with real-time responses, sentiment growth, themes, and even regional breakdowns of NPS showcased just as big as you showcase your sales targets.  

Imagine your employees having NPS scoring and the ability to respond at the moment to an upset customer while standing in line at the bank on their mobile device.  

This is a true customer-obsessed culture in action.

I’ve watched our successful customers drop expensive platforms and save thousands of dollars a month on useless survey tools by our simple solution.  Stop chasing a complex customer health tracking algorithm and use simple math. It’s black and white.

If you just got a “3” from your biggest customer, drop everything and fix it.  You just got a 10 from a customer in your pilot phase? Looking good…was that customer a decision-maker or a daily user?

To be clear, both are important, but what would it look like to look at both to determine your next best step?  

Here are five big things to take away:

  1. You can predict and save churn with a simple NPS score
  2. I personally believe that an NPS score is much more valuable than a complex “customer health tracking” algorithm
  3. You can instantly find your advocates with NPS (case study opportunities, references, and overall happy customers)
  4. You can replace expensive customer health tracking software and build an entire company obsessed culture with NPS alone
  5. You can truly be a customer-obsessed company with simple math everyone understands

I am not in sales. At the end of the day, I just want to help anyone and everyone understand and act on the power of NPS. 

 

Book a demo

 


About the author

Leah Chaney

Our VP of Customer Success and Advocacy, Leah Chaney joins the AskNicely leadership team from Austin, Texas. With over 16 years experience in Client Success, Leah has established herself as a leader in scaling customer success teams for organizations both small and large. When she isn’t leading our rapidly-growing Customer Success team, she is walking her Pugs, Liebe and Klein, around Portland’s historic Slabtown district.

Other posts by Leah Chaney

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