Benchmarking customer satisfaction: NPS Reports

As a team we took on a mission that involved carrying out NPS surveys in order to acquire a straightforward metric to gauge customer satisfaction and user loyalty.

Not only can we leverage this method as a confirmed assertion, but also extract insights from the user's feedback. This was then used to generate "NPS reports"

For more information on what an NPS score is, check out the evergreen document I created which was used by multiple departments within the company:

What is an NPS score?

Microsoft forms

Microsoft forms was the tool of choice for this mission. Our team came together on the wording of our surveys and I took the responsibility of reaching out to our clients.

Reaching out

This represented a pivotal phase. Our group united to craft a draft email aimed at connecting with our customers. The message had to embody our motives and not appear as an insignificant questionnaire perceived as an undue addition to our clients' workload.

Dovetail

Once we obtained feedback from our surveys, we promptly compiled them into our research repository and began evaluating the responses. This greatly aided crafting a perspective of our user's sentiments regarding our product and pointed out areas for growth or improvement.

The results

15 ———

15

Total number of NPS surveys generated and sent out to our clients.

914 —————————

914

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.

Our research repository was growing.

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.

Our research repository was growing.

359 —————————

359

Of sentiment based insights were indicative of dissatisfaction, a clear sign we needed to better our efforts for user satisfaction.

A massive driver for change.

194 ———

194

Total number of responses gathered as a result of these NPS surveys.

193 ———

193

Out of 552 sentiment based responses, feedback for our products was subordinately positive.

+9.5 —————————

+9.5

Following adaptions, we observed a rise in our NPS score due to the subsequent feedback surveys.

This was a critical indication that with research we could develop further enhancements for the future.

Neil
McConvey

neilmcconvey8@gmail.com

Neil
McConvey

neilmcconvey8@gmail.com

neilmcconvey8@gmail.com

Benchmarking customer satisfaction: NPS Reports

Benchmarking customer satisfaction: NPS Reports

Benchmarking customer satisfaction: NPS Reports

As a team we took on a mission that involved carrying out NPS surveys in order to acquire a straightforward metric to gauge customer satisfaction and user loyalty.

As a team we took on a mission that involved carrying out NPS surveys in order to acquire a straightforward metric to gauge customer satisfaction and user loyalty.

As a team we took on a mission that involved carrying out NPS surveys in order to acquire a straightforward metric to gauge customer satisfaction and user loyalty.

Not only can we leverage this method as a confirmed assertion, but also extract insights from the user's feedback. This was then used to generate "NPS reports"

Not only can we leverage this method as a confirmed assertion, but also extract insights from the user's feedback. This was then used to generate "NPS reports"

Not only can we leverage this method as a confirmed assertion, but also extract insights from the user's feedback. This was then used to generate "NPS reports"

For more information on what an NPS score is, check out the evergreen document I created which was used by multiple departments within the company:

For more information on what an NPS score is, check out the evergreen document I created which was used by multiple departments within the company:

For more information on what an NPS score is, check out the evergreen document I created which was used by multiple departments within the company:

Microsoft forms

Microsoft forms was the tool of choice for this mission. Our team came together on the wording of our surveys and I took the responsibility of reaching out to our clients.

Reaching out

Reaching out

Reaching out

This represented a pivotal phase. Our group united to craft a draft email aimed at connecting with our customers. The message had to embody our motives and not appear as an insignificant questionnaire perceived as an undue addition to our clients' workload.

Dovetail

Dovetail

Dovetail

Once we obtained feedback from our surveys, we promptly compiled them into our research repository and began evaluating the responses. This greatly aided crafting a perspective of our user's sentiments regarding our product and pointed out areas for growth or improvement.

The results

The results

15 ———

15

15

Total number of NPS surveys generated and sent out to our clients.

Total number of NPS surveys generated and sent out to our clients.

914 —————————

914

914

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.Our research repository was growing.

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.Our research repository was growing.

359 —————————

359

359

Of sentiment based insights were indicative of dissatisfaction, a clear sign we needed to better our efforts for user satisfaction.A massive driver for change.

Of sentiment based insights were indicative of dissatisfaction, a clear sign we needed to better our efforts for user satisfaction.A massive driver for change.

194 ———

194

194

Total number of responses gathered as a result of these NPS surveys.

Total number of responses gathered as a result of these NPS surveys.

193 ———

193

193

Out of 552 sentiment based responses, feedback for our products was subordinately positive.

Out of 552 sentiment based responses, feedback for our products was subordinately positive.

+9.5 —————————

+9.5

+9.5

Following adaptions, we observed a rise in our NPS score due to the subsequent feedback surveys.This was a critical indication that with research we could develop further enhancements for the future.

Following adaptions, we observed a rise in our NPS score due to the subsequent feedback surveys.This was a critical indication that with research we could develop further enhancements for the future.

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.

Our research repository was growing.

Insights obtained from the qualitative tagging of answers, subsequently incorporated into our research database.

Our research repository was growing.

Of sentiment based insights were indicative of dissatisfaction, a clear sign we needed to better our efforts for user satisfaction.

A massive driver for change.

Of sentiment based insights were indicative of dissatisfaction, a clear sign we needed to better our efforts for user satisfaction.

A massive driver for change.

Following adaptions, we observed a rise in our NPS score due to the subsequent feedback surveys.

This was a critical indication that with research we could develop further enhancements for the future.

Following adaptions, we observed a rise in our NPS score due to the subsequent feedback surveys.

This was a critical indication that with research we could develop further enhancements for the future.