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NPS widget
Get Satisfaction has a number of great widgets. My favorites are the feedback and live topic widgets.
I am also a big fan of the NPS question in which customers can give a score out of 10 in answer to the question: "How likely is it that you would recommend our company to a friend or colleague." I wonder if it would be possible to have an NPS widget that could be used at other customer touchpoints and have the data feed back into our Get Satisfaction stats. I am curious to know whether customers who do not participate in our community would rate our company differently to customers who do.
Another related idea:
It would be useful to know how many detractors and and passives we have as well as promoters.
I am also a big fan of the NPS question in which customers can give a score out of 10 in answer to the question: "How likely is it that you would recommend our company to a friend or colleague." I wonder if it would be possible to have an NPS widget that could be used at other customer touchpoints and have the data feed back into our Get Satisfaction stats. I am curious to know whether customers who do not participate in our community would rate our company differently to customers who do.
Another related idea:
It would be useful to know how many detractors and and passives we have as well as promoters.
I’m enjoying all the great Get Satisfaction company tools
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The more people who like this idea, the more it gets noticed.
The company has this under consideration.
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Inappropriate?Hi Monique,
We love this idea! It is on our short to medium term road map and is very important to us. If you have any specific ideas about what sort of customer touch points you'd like to see the NPS widget connect to, I would love to hear them. Your ideas are important to us and could help shape the specs for our feature. It would also be helpful to get a better understanding of how you could see using this data within your organization.
Best,
Wendy
I’m thankful
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Inappropriate?Hi Wendy
Thanks for considering this. I would be intersted in having a widget on our support page (http://www.yola.com/support.html). I would also like to link to it from the help menu in our site builder, support emails, newsletters and the company blog.
This metric is very important to us, but I feel we are not getting the full value out of it yet. The score would have more value if it consisted of feedback from a broader customer-base than the ones who actively use this forum. It would also be extremely useful if we had a way of benchmarking our score against other successful companies. I understand that most companies would not like to disclose their NPS and that information should be private. But if there are some well known companies who have opted to make their NPS public, it would be helpful information. I already have some idea from googling and reading books and articles on NPS, but perhaps a blogpost from GS exploring this in greater detail would be helpful. It would be useful to learn:
1) Why NPS is such a valuable metric.
2) Strategies for dealing with Detractors, Passives and Promoters
3) How to help the company understand the value of their NPS and use it to increase customer satisfaction and loyalty.
I would like to see this as one of the key metrics that informs our product decisions and customer engagement strategie. In order to achieve this I need to be able to demonstrate it's importance and implications for long term growth to other stakeholders in the company.
I’m excited
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Inappropriate?Hi Monique,
Your thoughts about this are so well formed and very interesting. In terms of the NPS widget, I can totally understand why you would want to place this outside of your community. Would you like to use the widget we currently have embedded within our communities? Or are there functional changes that you think would be helpful to you? If so, do the changes vary depending on the context of use?
It's also helpful to hear more about where you would like to place it as well as the educational material that would be helpful to you. I, too, feel that if we can break this piece of our product out so that it can sit within the different user flows and contexts, the data will be very informative and helpful.
I'm very excited about making NPS more of a star that can be used in a variety of different contexts. So if you have any additional thoughts or ideas I would definitely like to hear them.
I’m excited too
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This is one of the best points
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I think just breaking out the existing widget for use elsewhere would be perfect. As I understand it, the NPS question is a very simple one, and so the widget should maintain this simplicity - one clear question and a rating out of "10". I imagine I would place a number of "Rate this Company" links at various places on the site and in certain workflows in our site builder that would click through to the widget, rather than having the widget itself live in too many places. -
Thanks for the clarification, Monique. I'm in the process of checking in to see where this sits on our product road map. I'll keep you posted.
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Inappropriate?Any progress on the NPS widget? It would be a big plus to show this to end user. Thanks! -
Inappropriate?I don't believe we've made progress on an NPS widget, although if I find out otherwise, I'll chime in with details.
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