{"id":23672,"date":"2020-05-12T00:00:00","date_gmt":"2020-05-12T00:00:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=23672"},"modified":"2024-07-24T14:50:58","modified_gmt":"2024-07-24T20:50:58","slug":"net-promoter-score-for-saas","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/net-promoter-score-for-saas\/","title":{"rendered":"10 Things Every SaaS Business Should Know About Net Promoter Score"},"content":{"rendered":"

So you\u2019ve been reading up on Net Promoter Score<\/a>. Your colleagues in the SaaS world tell you that it\u2019s the best way to take your customers\u2019 pulse. You\u2019ve seen a few case studies claiming it\u2019s the only number you need to measure.<\/p>\n

It\u2019s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. But it\u2019s also true that there are quite a few nuances that result in a successful survey program.<\/p>\n

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we\u2019ve put together this list of things SaaS businesses should know before they dive into the NPS world. <\/p>\n

Have questions? Feel free to drop us a line. You can also check out our demo account<\/a> to get a feel for the platform.<\/p>\n

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Wait, what is NPS exactly? Read about the concept and the formula<\/span><\/i><\/a>. <\/span><\/p>\n<\/div>\n

1. Create user segments for business-critical insight.<\/h2>\n

Don’t let your NPS data turn into a dusty pile of unused information. It\u2019s a no brainer to segment based on likelihood to recommend (Promoters, Passives, Detractors.) But the real power comes from additional segmentation by metrics that are important to your business.<\/p>\n

For example, if you have tiered pricing plans, segment your users based on those plans. One of our SaaS customers has two unique user types — restaurant owners and the wait staff. He discovered that while his overall NPS was strong, there was a discrepancy in score and sentiment between these two distinct user types. This valuable insight helps him balance product development to support both user groups.<\/p>\n

\"Segment<\/p>\n

Here’s a look at how you can customize segments in Pearl-Plaza<\/a>.<\/em><\/p>\n

By slicing and dicing the data, you’ll be able to identify opportunities for better marketing and potentially predict (and prevent) churn. The New York Times<\/em> is using similar data to target subscribers who are at a high risk of leaving. The MIT Technology Review is right when they say, “The success of many companies increasingly depends on how wisely they can mine data about their customers\u2019 behavior and respond accordingly.”<\/p>\n

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Setting up an NPS program? Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score<\/span><\/i><\/a>. You’ll learn eight ways SaaS companies are driving growth with a real-time approach to NPS.<\/span><\/p>\n<\/div>\n

2. Ask targeted follow-up questions.<\/h2>\n

In addition to asking for a numerical rating, you can (and should!) also ask for more information. Simplicity is at the core of NPS philosophy so plan your follow-ups accordingly. Prepare a single automated follow-up question for each group.<\/p>\n

Here are some suggestions:<\/p>\n