beyond nps: what net promoter scores really say about customer service

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Beyond NPS: What Net Promoter Scores Really Say about Customer Service Tim Maly, COO & CFO 10 March 2015

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Beyond NPS: !What Net Promoter Scores Really Say

about Customer Service!

Tim Maly, COO & CFO 10 March 2015

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Gone Are the Days of “Talking At” Customers & Employees

We are updating

healthcare benefits

We have a new

product

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How do I make a 401K contribution?

Welcome to the Days of Everyone “Talking At” Organizations

I would like a new

assignment.

What’s our parental

leave policy?

Can I get personal leave?

I’m having trouble with my boss.

I love the new review process!

Our records should be electronic.

What is your return

policy?

The latest version doesn’t work.

The item shipped was poor quality.

I would not recommend

this company.

I’d like to see more options.

Do you share my

info?

How can I sign my

friends up?

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If Organizations Don’t Listen, Customers & Employees Leave

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glassdoor

Overview | Reviews | Salaries

Overview | Reviews | Salaries

Refine Results

All Company Ratings80Cookie Tracker

Host Name Path Length Cookies

www.facebook.com /xxx/xxxxxxx 217 10

www.google.com /xxx/xxxxxxx 180 5

www.ask.com /xxx/xxxxxxx 58 9

www.twitter..com /xxx/xxxxxxx 75 25

www.mashable.com /xxx/xxxxxxx 102 15

www.zendesk.com /xxx/xxxxxxx 90 8

www.facebook.com /xxx/xxxxxxx 25 2

www.facebook.com /xxx/xxxxxxx 12 6

www.facebook.com /xxx/xxxxxxx 165 5

www.facebook.com /xxx/xxxxxxx 89 8

www.facebook.com /xxx/xxxxxxx 20 35

To:

From:

Subject:

To:

From:

Subject:

Ask Questions for Effective Conversations

What change would

improve our service?

What benefits do you most

value?

Would you recommend our product?

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Questions Lead to the Right Decisions

I would like to sync my contact list.

Yes, I am extremely likely to.

National product roll out approved

Increased customer satisfaction with new

feature

Increased employee retention with added benefit

Parental leave is

most important

to me.

Would you recommend our product?

What change would

improve our service?

What benefits do you most

value?

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How likely are you to recommend ______ to a friend?

% Promoters - % Detractors Net Promoter Score

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A single number to track business performance

Widely known measure of customer loyalty

Track over time or compare against competitors

The Value of a Net Promoter Score

Simple Standardized Benchmarkable

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Nextdoor Uses NPS to Improve Member Satisfaction

! Nextdoor is working on product changes based on feedback from the NPS survey

!  Analysis of NPS survey results is now part of the product roadmap development

!  NPS is now a core metric the company tracks along with typical metrics like unique users

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NPS Combined with Customer Data Impacts Business "

!  Drive happier customers

!  Improve team performance

!  Resolve service problems

Net Promoter Score Other Data Sets Business Impact

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The World’s Biggest Brands Trust SurveyMonkey Including 99% of the Fortune 500

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A Simple, Powerful Survey Platform Now for Enterprises ""

Powerful for Teams

•  Data ownership •  Trusted security •  API Integrations

Easy for Organizations

•  Robust reporting •  Brand control •  Collaboration

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Salesforce and survey data side by side

!  Identify opportunities

!  Improve team management

!  Set business priorities

The Leaders in Surveys and CRM – Now Together

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Connecting Data Between Surveys and Salesforce is Simple

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8 10 11 13 14

15 17 18 19 20 21

22 25 26 27 28

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Select a survey Customize email Schedule survey See data in Salesforce

1! 2! 3! 4!

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Select a survey from your account then customize a

message to recipients

Access Your SurveyMonkey Surveys Within Salesforce

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Set up triggers to send surveys to the right audience at the right time

– OR – Schedule recurring surveys at

intervals to create benchmarks and track performance over time

Configure Rules for Survey Deployment

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See Your Data and Take Action

NPS by Account: !Track customer loyalty over

time

•  Identify happy customers: Encourage customer advocacy

•  Address unhappy customers: Correct negative experiences

NPS by Rep: !Enable team

management decisions

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Access and monitor your data on the go with the Salesforce1 mobile app

Get This Valuable Data Anytime, Anywhere

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Improve Employee Engagement

Test New Products

Understand Customer Satisfaction

Increase Job Satisfaction

Great Organizations Have Conversations with Customers

I would like the option to

sync my contact list.

Yes, I am extremely likely to.

How can we support your career

development?

I would like more

opportunities for

professional growth.

What benefits do you value most?

Parental leave is

most important

to me.

Would you recommend our product?

What change would

improve our service?

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Get Started Today

Get a powerful survey platform for your organization

See Salesforce and survey data side-by-side

www.surveymonkey.com/salesforce