Author: Alex

12 Great NPS Survey Question and Response Templates [2018 Update]

12 Great NPS Survey Question and Response Templates [2018 Update]

There’s much more to Net Promoter Score® than just the quantitative ratings customers give to your business. You can keep track of your NPS® score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front.

Ask the right NPS questions to get a constant pulse on customer sentiment and you will have an accurate understanding of how your company, product or service is perceived. Embark on the process by determining the suitable question for the specific NPS campaign you plan on launching and the impact will be decisive.

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How to Fit NPS Surveys Into Your Customer Lifecycle Emails

How to Fit NPS Surveys Into Your Customer Lifecycle Emails

Lifecycle emails are an important part of forming, developing and strengthening the relationship between your business and your customers.

Done right, they can help you develop a closer connection between your customers and your product, increasing your customer lifetime value (CLV).

The reason these types of emails are called “lifecycle emails” instead of simply “emails” is that they’re designed and crafted to achieve a specific objective at a specific point in the customer’s lifecycle.

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Should You Calculate NPS Using Responses From Customers That Mistakenly Signed Up?

Should You Calculate NPS Using Responses From Customers That Mistakenly Signed Up

Search online for information on increasing your SaaS products’ conversion rate and you’ll find page after page of techniques designed to help you convert more of your visitors into trial users and paying customers.

Often, these tactics are successful — when implemented effectively, they can boost your conversion rate and increase your visitor-to-trial-user conversion rate. But by solving one problem, it’s quite easy to create another: customers who sign up for your product without really needing it.

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Why You Aren’t Receiving Qualitative NPS Feedback (And What You Should Do)

Why You Aren’t Receiving Qualitative NPS Feedback

While many people think of Net Promoter Score® surveys as revolving around a simple zero to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback).

Just like few things are more frustrating for the average person than sending an email without getting a response, few things are as discouraging for a customer satisfaction expert as sending a Net Promoter Score survey and receiving a score without any qualitative feedback.

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NPS vs. Social Media For Market Research

NPS vs. Social Media For Market Research

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram.

This is an easy question to answer, although one that’s best tackled in detail. Below, we’ve explained how Net Promoter Score and social media reactions differ as market research tools, as well as how these two sources of data can be used together to help your business grow.

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5 Failproof Tips For Dealing With Angry or Disappointed Customers

5 Failproof Tips For Dealing With Angry or Disappointed Customers

Eventually, every business will have to face an angry customer. Clients become upset with businesses for a variety of reasons, from justified misunderstandings to expectations that don’t match up with reality.

Dealing with an angry or disappointed customer can be a challenging experience, especially if you’ve grown accustomed to satisfied ones. Luckily, you’re not the first business to face this problem, and the interaction might not be as bad as it first seems.

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Connect Retently to 1,000 other web tools using Zapier

Connect Retently to 1,000 other web tools using Zapier

Retently now integrates with Zapier, meaning you can now connect it to 1,000 other web tools. With workflow automation tool Zapier, you can set up your own codeless integrations called “Zaps”. Zaps will automatically send information from one tool to another, so you’ll spend less time manually transferring data between your business tools and can dedicate more focus to creative, big picture tasks.

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How to Use NPS as a Customer Relationship Icebreaker

How to Use NPS as a Customer Relationship Icebreaker

One of the biggest challenges for any business is developing strong, insightful relationships with customers.

In this respect, Net Promoter Score® is one of the most efficient tools to ensure progress towards establishing meaningful bonds and effective communication with clients, focusing on earning the passionate loyalty of the ones who would further sing the company’s praise.

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Is the Net Promoter Score Metric Outdated?

Is the Net Promoter Score Metric Outdated?

In a 2003 Harvard Business Review article, Fred Reichheld introduced Net Promoter Score® as a new way to measure customer loyalty and satisfaction.

That makes Net Promoter Score, as of 2017, 14 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed and overused system.

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