Contrary to what most people think, I believe that survey incentives are a bad idea.
Since it’s really only been a few years since proper “SaaS” tools for NPS have been accessible to the majority of companies, there is still a misconception that it’s only used when organizations reach 1000’s of customers.
Without a doubt, these are important users to hear from. Their insights can be insightful, but remember that they come from a different place than paid/paying customers to be sure to consider…
The Net Promoter Score can be a useful metric — it tells you how your customers views of…
The term building a product that people love is frequently used in the startup world. But love is…
Unless the person (or department) that is handling the customer NPS initiative is the same person (or department) handling HR, they should be kept completely separate from each other.
To quickly and directly answer the question: No, you should not add a scoring explanation to your survey. In doing so, you directly jeopardize the validity of the scores your customers are providing you.
There is no “one size fits all” in terms of when and how often you should be surveying your customers. It depends on your business model, your relationship with your customers and their level of interaction with your product or service.
Over the years at Promoter, we’ve seen many tactics used by companies (and even some NPS software providers) to attempt to “game” the NPS score ranging from manipulating the order of the numbers to leading a customer to a more sympathetic…
This may seem kind of strange to hear coming from the Co-Founder and CEO of an NPS software company, but by itself, the actual NPS score is largely meaningless. It’s a vanity metric, or at best, something used by VC’s to evaluate investments, or CEO’s to…
