{"id":25306,"date":"2015-09-08T00:00:00","date_gmt":"2015-09-08T00:00:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=25306"},"modified":"2021-08-27T00:14:12","modified_gmt":"2021-08-27T00:14:12","slug":"nps-tools-diy-outsource","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/nps-tools-diy-outsource\/","title":{"rendered":"Net Promoter Score Implementation: DIY or Outsource?"},"content":{"rendered":"

The beauty of Net Promoter Score is its simplicity.\u00a0 At the core, it is one key numeric ranking question supported by an open ended \u201cwhy\u201d question. \u00a0(See my post on the ABCs of NPS<\/a> to learn the basics.) It\u2019s a question that can be asked in many channels:\u00a0 over the phone, in an email, in your website or mobile app, in person.\u00a0 A variety of tools exist to help you execute NPS for your business with various degrees of complexity and cost.\u00a0\u00a0 These range from setting up your own email survey to using an automated service to hiring a consulting firm to implement NPS programs for your company.\u00a0 Here\u2019s a snapshot of what these different options have to offer:<\/p>\n

<\/p>\n

1.\u00a0\u00a0\u00a0\u00a0\u00a0<\/b>\u00a0DIY (Do-It-Yourself) NPS<\/b><\/p>\n

This is the most basic choice.\u00a0 The common approach is to use a surveying tool \u2013 you write the NPS question, you decide who to send it to and how often, and you keep track of results in a spreadsheet, tallying NPS scores using the proper methodology, and monitoring trends over time.\u00a0 Typically these are email surveys, and can often be free or low fee depending on the frequency of your sampling and the size of your customer base. Think Survey Monkey<\/a>.<\/p>\n

On the flip side, however, the DIY option can also be very resource intensive as it requires someone to manage the ongoing surveying process and data analysis.\u00a0 DIY will also offer less expertise on optimizing and maximizing NPS, as the standard survey company is not a specialist in any particular methodology or system.\u00a0 This may be the perfect option for a smaller traditional offline business to begin dabbling in NPS.<\/p>\n

2.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/b>Automated NPS<\/b><\/p>\n

This is a newer choice\u00a0in the landscape of Net Promoter Score tools in the Software as a Service (SaaS) economy.\u00a0\u00a0 The automated choice removes the manual surveying and reporting from the NPS equation, meaning that everything from who and when you sample to dashboard scoring and trend analysis are handled for you and available in the cloud.\u00a0 What remains DIY is how you activate the tool and how you handle the feedback you receive to drive your business.<\/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>. Learn how product teams leverage a real-time approach to NPS.<\/span><\/p>\n<\/div>\n

Measuring NPS in-product is an especially attractive NPS option for online businesses<\/a> with a subscription base or mobile apps \u2013 SaaS companies whose end users are regularly engaging with their platform, e-commerce businesses that rely on optimizing each touchpoint of the online consumer experience, and marketplaces that rely on the consistent engagement of their end users to drive business momentum.\u00a0\u00a0 It can scale easily, is hassle free to try and deploy, and frees up resources to focus on the \u201cso what?\u201d\u00a0 — leveraging NPS results to improve the customer experience.<\/p>\n

A streamlined version of this\u00a0option can come free<\/a> and\u00a0shouldn\u2019t break the bank. \u00a0Our tool, Pearl-Plaza<\/a>, is one example. These options also tend to be more focused on optimizing for NPS, so the level of expertise embedded in the tool will be higher than DIY. \u00a0Over time you can determine how and if you will want to connect your automated Net Promoter Score tool to other customer experience mechanisms you have in place \u2013 things like customer service tickets, CRM, and user research. Businesses whose customers spend little time on their website \u00a0— a hair salon, a design agency, a law firm — \u00a0might consider a tool like AskNicely<\/a> that automates the NPS survey via email.<\/p>\n

3. \u00a0 \u00a0 \u00a0NPS as an<\/b>\u00a0\u201cAdd-on\u201d Service<\/b><\/p>\n

A number of companies sell services related to improving the customer experience.\u00a0 They typically offer a range of products to help with customer success or\u00a0customer service. Some of these companies may also offer Net Promoter Score\u00a0tracking as part of a one-stop bundled offering. Zendesk<\/a>\u00a0is an example.<\/p>\n

If you\u2019re already using one of these services it could be an attractive option to enhance your contract to include NPS measurement, especially if it will be connected to other\u00a0user metrics of value to you.\u00a0 But one potential trade off may be the level of rigor behind the NPS sampling and reporting because it will be a non-core activity. \u00a0Another consideration is the accessibility of the data. \u00a0If the base service that offers the NPS addition\u00a0is used only by the customer service team, for example, then that data might not easily reach marketing or product. \u00a0You will most likely need a champion to drive the importance of NPS in your corporate agenda and raise its visibility across the organization as it\u00a0might easily get buried in a functional silo.<\/p>\n

4.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/b>Full Service NPS<\/b><\/p>\n

Call it the Cadillac plan of NPS \u2013 the full service option is right for companies that are looking to rigorously implement NPS as a system in their organizations with outside support.\u00a0 The gorilla in this space is Satmetrix<\/a>, who alongside\u00a0Fred Reichheld and Bain and Company created the\u00a0Net Promoter Score\u00a0over a decade ago.\u00a0 This option can include\u00a0hands on consulting, as well as more complex measurement tools. \u00a0The flip side is that this approach usually\u00a0requires more deployment time and a commitment to dedicated resources\u00a0to\u00a0ensure ongoing success of the program. \u00a0 This approach is typically more suited to sizable (and often more traditional) organizations with larger budgets and bigger cross functional implementation needs.<\/p>\n

5. \u00a0 BIY (Build-it-Yourself) NPS<\/strong><\/p>\n

If you’ve got development resources on hand, there’s always the temptation to consider building your own tool to measure NPS. \u00a0You’ll have to consider the trade-offs of design control, automation\/triggers, maintenance, improvement. \u00a0Do you create your own email campaign or in-app survey from scratch? \u00a0Will you have a resource on your team to make sure this continues to be relevant, optimized, improved? \u00a0Does the math work out in the favor of build vs. buy? \u00a0Is this a core activity for your engineering resources to focus on? For many companies, even with development resources at hand, it makes sense to leave this to an external tool or expert.<\/p>\n

How to choose? \u00a0I’ll devote a future post to some key considerations that might help your decision-making.<\/p>\n

Jessica Pfeifer, Co-founder of Wootric, has on-boarded and coached hundreds of \u00a0businesses on the successful use of Net Promoter Score.<\/em><\/p>\n

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Start getting in-app Net Promoter Score feedback for free today.
\n5 minute install.<\/p>\n

Signup for Pearl-Plaza.<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

The beauty of Net Promoter Score is its simplicity. At the core, it is one key numeric ranking question supported by an open ended \u201cwhy\u201d question. (See my post on the ABCs of NPS to learn the basics.) It\u2019s a question that can be asked in many channels: over the phone, in an email, in your website or mobile app, in person. A variety of tools exist to help you execute NPS for your business with various degrees of complexity and cost. These range from setting up your own email survey to using an automated service to hiring a consulting firm to implement NPS programs for your company. Here\u2019s a snapshot of what these different options have to offer:<\/p>\n","protected":false},"author":9,"featured_media":23671,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[575],"industry":[],"class_list":["post-25306","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general","tag-wootric"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/25306","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=25306"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/25306\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/23671"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=25306"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=25306"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=25306"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=25306"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}